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We’ll not compromise our Commitment to consumer’s rights – NCC.

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  • Gender: Male
   The Executive Commissioner and Stakeholder
Management, Nigerian Communications
Commission (NCC), Barr. Adeleke Adewolu,
has said that the commission will not
compromise its stance on the protection of
consumers’ rights at all times.
Barr. Adewolu made the affirmation on
Thursday at the report presentation of the
Consumer Complaints Categories and
Services Level Agreements (SLAs) in Abuja.
He called on the service providers to always
inform customers on service-impacting
failures, faults must be resolved with the
least possible delay, and customers should
be appropriately compensated for service
failures and delays where applicable.
According to him, “one of the ways by which
these objectives can be achieved is to have a
set of comprehensive list of complaint
categories, clear fault resolution times and
mandatory compensation regimes which are
binding on service providers.
The revised consumer’s complaint categories
and the consequent SLAs, which are being
presented today provide such a framework.
It will guide the delivery of communication
services and the resolution of consumer
complaints, going forward.
It also provides remediation mechanism and
associated resolution timelines. Equally
importantly, it provides consequences of
default which the commission is empowered
to strictly enforce.”
The Commissioner, however, explained that
the SLAs was the outcome of a rigorous
review process undertaken by the
commission with the full participation of the
industry.
He noted that the SLA was represented by the
Association of Licensed Telecommunications
Operators of Nigeria (ALTON).
“I am also pleased to note that the SLAs are
fully benchmarked against international best
practice, particularly those of comparable
jurisdictions.
“With the development of these SLAs, it is our
expectation that the service providers and all
other concerned stakeholders in the industry
value chain will immediately enhance their
processes.
“They will enhance to ensure that consumer
complaints and service issues are treated
with the seriousness that they deserve.
“We also expect that consumers will continue
to be accorded greater pride of place befitting
their indisputable position as “King” in the
industry ecosystem,” Adewolu said.
In her remarks, Director, Consumer Affairs
Bureau, NCC, Mrs Felicia Onwuegbuchulam,
said that with the SLAs, there would be
increased effectiveness and efficiency on the
part of the service providers as well as the
commission on consumer complaint
management.
She said that they had a lot of revolution,
which include that banks were responsible for
the protection of their customers and if
anybody loses funds via e-fraud then the
banks takes responsibility for it.

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