SERVICOM

The Commission is responsible for creating an enabling environment for competition among operators in the industry as well as ensuring the provision of qualitative and efficient telecommunication services throughout the country.

In order to achieve its mandate, the Commission has put in place the necessary licensing and regulatory frameworks for the supply of telecommunications services and has initiated several projects such as State Accelerated Broadband Initiative (SABI), Wire Nigeria Project (WIN) and Emergency Communication Centers across the nation to help stimulate demand and accelerate the uptake of ICT, internet penetration and Broadband services necessary for the enthronement of a knowledge society in Nigeria.

Service Provision

• The facilitation of investments in and entry into the Nigerian market for provision and supply of communications services, equipment and facilities.
• The protection and promotion of the interests of consumers against unfair practices including but not limited to matters relating to tariffs and charges for and the availability and quality of communications services, equipment and facilities.
• Ensuring that licensees implement and operate at all times the most efficient and accurate billing system.
• The promotion of fair competition in the communications industry and protection of communications services and facilities providers from misuse of market power or anti-competitive and unfair practices by other service or facilities providers or equipment suppliers.
• Advising the Minister on the formulation of the general policies for the communications industry and generally on matters relating to the communications industry in the exercise of the Minister’s functions and responsibilities under this Act.
• Implementation of the Government’s general policies on communications industry and the execution of all such other functions and responsibilities as are given to the Commission under this Act or are incidental or related thereto.
• Generally advising and assisting communications industry stakeholders and practitioners with a view to the development of the industry and attaining the objectives of this Act and its subsidiary legislation.
• Representation of Nigeria at proceedings of international organisations and fora on matters relating to regulation of communications and matters ancillary and connected thereto.
• The general responsibility for economic and technical regulation of the communications industry.
• Granting and renewing communications licences whether or not the licences themselves provide for renewal in accordance with the provisions of this Act and monitoring and enforcing compliance with licence terms and conditions by licensees.
• The development and monitoring of performance standards and indices relating to the quality of telephone and other communications services and facilities supplied to consumers in Nigeria having regard to the best international performance indicators.
• Management and administration of frequency spectrum for the communications sector and assisting the National Frequency Management (NFM) Council in developing a national frequency plan.
• Development, management and administration of a national numbering plan and electronic addresses plan and the assignment of numbers and electronic addresses there from to licensees.
• Proposing, adopting, publishing and enforcing technical specifications and standards for the importation and use of communications equipment in Nigeria and for connecting or interconnecting communications equipment and systems.
• The formulation and management of Nigeria’s inputs into the setting of international technical standards for communications services and equipment.
• Carrying out type approval tests on communications equipment and issuing certificates on the basis of technical specifications and standards prescribed from time to time by the Commission.
• Encouraging and promoting infrastructure sharing amongst licensees and providing regulatory guidelines thereon.
• Examining and resolving complaints and objections filed by and disputes between licensed operators, subscribers or any other person involved in the communications industry, using such dispute-resolution methods as the Commission may determine from time to time including mediation and arbitration.
• Preparation and implementation of programmes and plans that promote and ensure the development of the communications industry and the provision of communications services in Nigeria.
• Designing, managing and implementing Universal Access strategy and programme in accordance with Federal Government’s general policy and objectives thereon.

The Commission is committed to work with its customers towards the growth and development of the telecommunications industry in Nigeria. In discharging its services to its customers the Commission commits to attend to its customers' needs promptly, courteously, professionally and excellently. We shall give appropriate consideration to customers’ viewpoints and take cognizance of customers with special needs or disabilities in line with the core values of the Commission.

The Commission is charged with formulating policies that will ensure a level playing ground for all participants in the telecommunications industry. All stakeholders are expected to abide by all the relevant laws and the subsidiary legislation guiding the industry. The Commission is driven by three guiding principles (Fair, Firm and Forthright) in carrying out its duties and functions as the National Telecommunications Regulator, and is expected to abide by its Core Values in its service delivery.

• Integrity
• Excellence
• Professionalism
• Responsiveness
• Innovation

Expectations and Obligations of Customers, Staff and Management

• Consumers are bound by a Licensee’s terms of service on return of a signed service agreement, or on clearly accepting the service terms by any form of telecommunications. Consumers shall also be deemed to accept a Licensee’s service terms on any commencement of use of the service that follows adequate communication by the Licensee of its service terms.
• Consumer is expected to grant the Licensee or its authorized representatives, without charge, access to premises, equipment or facilities as reasonably required for any provisioning or maintenance of the services, equipment or facilities.
• Consumer should not tamper with Equipment or use any equipment or related facilities provided by a Licensee for reasons other than those related to normal service, and shall not do anything that interferes with the functioning of such equipment or facilities, without prior written authorization from the Licensee
• Consumer should not misuse of a Public Telecommunications Service
• Consumer may be tempted to accumulate payment arrears with one Licensee for services used, then ‘switch’ service to another Licensee without settling payment with the previous Licensee. This type of “dishonest churning” by Consumers constitutes an abuse of a competitive telecommunications market.

Expectations of Telecommunications/ICT Service Providers

• Not to engage in any conduct which has the purpose or effect of substantially lessening competition in any aspect of the Nigerian communications market .i.e. indulge in any anti-competitive practice
• Use his best endeavour to prevent the network facilities that he owns or provides or the network service, applications service or content application service that he provides from being used in, or in relation to, the commission of any offence under any law in operation in Nigeria.
• Upon written request by the Commission or any other authority, assist the Commission or other authority as far as reasonably necessary in preventing the commission or attempted commission of an offence under any written law in operation in Nigeria or otherwise in enforcing the laws of Nigeria, including the protection of the public revenue and preservation of national security.

The Commission has a mandate to;

• To Protect the consumer against unfair practices in the Industry
• To Inform the consumer through multi-channel means of communication and advocacy
• To Empower the consumer by educating on rights and obligations

In the event of non-satisfaction with our services, customers are to seek redress;

Consumer Complaint Procedures

Industry Complaint Procedures

Industry complaints are those made by one Licensee against another for an alleged breach of a consumer code. Industry complaints will also include complaints by a group representing consumer interests against a Licensee.

All Industry complaints will be lodged directly with the Nigerian Communications Commission. Where an Industry complaint is lodged with a Licensee, without evidence that the complaint has been lodged with the Commission as well, the Licensee shall forward a copy of the complaint to the Commission without delay, and will notify the complainant that all further contact regarding the complaint should be with the Commission and not the Licensee.

Alternatively, industry complainants may write to the Commission Headquarters; via the following address:

The Executive Vice Chairman
Nigerian Communications Commission
Plot 423, Aguiyi Ironsi Road
Maitama, Abuja
Tel: +234-9-4617000
Fax: +234-9-4617514
Attention: Director, Legal & Regulatory Services

These underlisted documents are NCC Departmental Service Charters.

• Administration Department Service Charter
• Commission Secretariat Service Charter
• Compliance Monitoring and Enforcement Department Service Charter
• Consumer Affairs Bureau Service Charter
• Corporate Planning and Strategy Department Service Charter
• Digital Economy Service Charter
• Finance Services Service Charter
• Human Capital Department Service Charter
• Information Technology Department Service Charter
• Internal Audit Department Service Charter
• Legal And Regulatory Services Department Service Charter
• Licensing & Authorization Service Charter
• New Media & Information Security Department Service Charter
• NODITS Service Charter
• Policy Competition & Economic Analysis Department Service Charter
• Procurement Department Service Charter
• Projects Department Service Charter
• Public Affairs Department Service Charter
• Research & Development Service Charter
• Special Duties Department Service Charter
• Spectrum Administration Department Service Charter
• Technical Standard and Network Integrity Department Service Charter
• Universal Service Provision Secretariat Service Charter
• Zonal Operations Service Charter