Consistent with the Consumer Complaints Management policy developed by the Consumer Affairs Bureau (CAB) of Nigerian Communications Commission (NCC) as a strategy for ensuring consumer protection in the Nigerian telecoms industry, the Commission through the various designed channels for telecom consumers to file their complaints using the Toll free line-622, Consumer Web Portal, various Social Media handles, including written complaints from customers, received a total of 18,711 complaints in the 3rd Quarter 2017.These are as shown in the charts below;
Complaints by Type
The number of consumer complaints received during the period increased by 21.7% when compared to that of Q2 2017. This increase is attributable to the rise in the level of consumers' awareness of NCC 622 toll free line as a channel for lodging unresolved complaints by Telecom Consumers.
Trend Analysis
A comparison of complaints received in Q1, Q 2 and Q 3, 2017 shows an increase of 21.7% (please see below).
This increase can be attributed to the rise in the number of consumers that are getting aware of the Commissions' complaints channels i.e. 622 toll free line, Consumer Web Portal, various Social Media handles – twitter, Facebook, including written complaints from customers.
Analysis of Call Centre Connection Success Rate (GSM)
The Commission on a regular basis monitors the ease with which Consumers are able to connect to Operators help lines for lodging of complaints, enquiries etc. The Quality of Service (QoS) Regulations target for connection to live agent is ≥ 98%. The chart below shows that none of the Service Providers met the target.
NOTES
Billing accounts for the highest number of complaints received during the quarter. i.e 51%, while Value Added Services (VAS) and SMS/MMS complaints accounts for the second and third highest number of complaints received by the Commission with 14% and 9% respectively.
Billing related complaints include the following;
- Deductions from activations of unsolicited VAS and telecom promotions and products
- Over deduction (Inaccurate charges)
- Charges for unauthorised services
- Charges for unsuccessful calls
- Charges for undelivered SMS
- Inability to change tariff plan
- Virtual top-up deducted but not received
- Charges for Caller Ring Back Tune not downloaded, etc.