NIGERIAN COMMUNICATIONS COMMISSION
The Consumer Affairs Bureau (CAB) is structured into three units namely:
- Information and Reference (I&R) Unit
- Consumer Policy Development & Monitoring (CPDM) Unit
- Consumer Protection & Advocacy (CPA) Unit
To ensure the protection of the rights, privileges and interests of telecommunications consumers, including the physically challenged groups through adequate information dissemination programmes as well as effective policies and strategies that promote telecoms service delivery.
A world class telecoms industry with well informed, empowered and satisfied consumers.
CAB PIE MANDATE
"To Protect, Inform and Educate (PIE) Telecom Consumers"
- Telecom Consumers
- Telecom Service Providers
- Consumer Advocacy Groups
- Internal Stakeholders (NCC Staff)
- Government Agencies including CPC, NESREA, CBN, NLRC, APCON, SERVICOM
- Event Managers/Consultants
- To empower consumers through awareness creation programs like Telecom Consumer Parliament (TCP), Consumer Outreach Program (COP), Consumer Town Hall Meeting (CTM), Consumer Web Portal, Nationwide Industry Consumer Satisfaction Survey, Fact Sheets, NCC Toll Free line and ICT Trade fairs & Exhibitions.
- To develop Policies, Guidelines and Regulatory Interventions to protect the rights, privileges and interest of Consumers;
- To facilitate redress for dissatisfied consumers;
- To ensure accessible Customer Care Services to consumers;
- To give a voice to consumers irrespective of their socio-economic status;
- Facilitate efficient consumer-operator interface for complaints management;
- Collaborate with Consumer Advocacy Groups.
The Bureau is dedicated to discharging the above services to all its stakeholders by developing innovative strategies, delivered professionally with integrity to achieve excellence, hence our motto ‘Take advantage of us so that no one takes advantage of you’.
MONITORING OF CUSTOMER SATISFACTION AND PROVISION OF MATERIALS
On a regular basis, the Bureau carries out Nationwide Consumer Satisfaction Survey to measure the consumer quality of experience, evaluates consumer feedbacks and develop policies to improve consumer satisfaction index.
In addition, CAB develops information for the publication of the Factsheets, handbills, roll–up banners and content on the Consumer web portal. It also engages the online community through its online platform, the Consumer Web Portal (www.ncc.gov.ng/consumer) and other social media platform e.g. the twitter handle (@consumerncc)
CONSUMER COMPLAINTS MANAGEMENT PROCESS
Through the Consumer Affairs Bureau, the Commission offers Second Level Support (SLS) to aggrieved consumers and encourages them to get in touch with its Contact Centers either via the toll free line “622”
via the complaint form located on the Consumer Web Portal: www.ncc.gov.ng/consumer
In addition, the Bureau acts on letters addressed directly to the Commission for redress.
STAKEHOLDERS OBLIGATION/EXPECTATION FROM STAKEHOLDERS
To enable the Bureau function optimally, Stakeholders are required to comply with existing supporting regulations and guidelines;
- SERVICE PROVIDERS:
- Develop and comply with an approved Individual Consumer Codes and guidelines culled from the Consumer Code of Practice 2007
- Comply with Guidelines on Adverts and promotions
- Comply with all other legal regulatory guidelines and provisions with respect to Consumers e.g. Compliance with Service Level Agreements (SLAs) on complaint resolutions etc.
- Must be informed through the use of the Bureau’s periodic publication of Fact-Sheets, Handbills, Roll-up banners Consumer Web Portal, Twitter and Consumer Outreach Programs, ICT Trade fairs and Exhibitions etc.
- Know their rights and Obligations to the Service Providers
- Seek redress by following laid down processes and procedures
The major limitation is the non-adherence of the Service Providers to the Commission’s directives and regulations.
This charter will be reviewed as new trends in ICT emerge.
There is a paradigm shift from mere service provision to Consumer Satisfaction which is key to building a sustainable Telecommunication Industry. Hence, Consumer Affairs Bureau has created a one-stop-shop which all consumers can rely on for Protection, Information & Education (PIE).