Industry Research : Telecom Subscribers Assured Better Customer Service
Oct 2, 2012 -- The Nigerian Communication Commission (NCC) has stressed the need for telecoms firms in the country to offer customer centric services to the over 100 million active subscriber lines in the country.
Speaking at the National Association of Telecommunications Subscribers (NATCOMS) summit, Eugene Juwah, executive vice chairman of the commission, said it has become necessary to understand who the customer is, what his expectations are, stressing that the commission has put in place measures to counter all the challenges that impinge on customers’ rights.
At the NATCOMS forum with the theme: "Nigerian Telecoms Revolution: Consumerism as the Last Mile", the NCC EVC represented by Tony Ojobo, director of Public Affairs, said it was a known fact that there was a paradigm shift from mere service provision to ensuring that consumer satisfaction ranks highest in priority in the provision of ICT goods and services. According to him, "At the Nigerian Communications Commission (NCC) one of our mandates is to protect and promote the interests of consumers against unfair practices from their Service Providers".
He disclosed that in a bid to implement this mandate, the Commission established the Consumer Affairs Bureau (CAB) in September, 2001, charged with the responsibility to protect the rights, privileges and interests of telecommunications consumers.
Juwah said the commission strived to ensure that the following expectations of consumer are met, including; access to robust services; affordability and availability of service; transparent tariff regime; redress when wronged and compensation when wrongly billed/loss of service.
The EVC further noted that to realise the functions of CAB, it has empower consumers through awareness programme; develop policy and regulatory intervention on consumer awareness; facilitate redress for dissatisfied consumers; facilitate efficient consumer-operator interface for complaints management; collaborate with Consumer Advocacy Groups among others.
Parts of intervention for improved customer service in Nigeria telecom space by the NCC, according to Juwah include; ensuring per second billing; increase validity period; reduction in SMS tariff; provision of toll free access to NCC contact centre for enquiry and complaints for the dissatisfied consumer.
Juwah said to further ensure better telephone service for Nigerians, the Commission will launch the Mobile Number Portability Programme which is designed to offer choice for the consumers by December.
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, September 17, 2012