The common bi-annual assembly of the Nigerian Communications Fee (NCC) and Senior Executives of telecommunication corporations on complaints administration was not too long ago held and for the primary time, nearly, in compliance with COVID-19 administration protocols instituted by the Federal Authorities.
On the assembly, which centered on shopper relations and grievance administration processes, the NCC and the telecom service suppliers agreed that the compensation coverage ought to be revisited and complied with always.
A press release to DAILY POST on Thursday by the Fee mentioned that is to make sure full compliance with the brand new Criticism Classes and Service Degree Settlement (CC/SLA) consented to by the NCC and the service suppliers within the telecommunication ecosystem.
It mentioned moreover, it was determined within the assembly that the Fee and telecom service suppliers will maintain follow-up discussions on “Honest Utilization Coverage” on limitless information bundles/information rollover, to offer a clearer clarification and higher understanding of the processes and procedures of the coverage for the advantage of the customers.
”The Fee hereby needs to restate that its path of June 2018 to service suppliers to start implementation of information rollover from 26 June 2018, stays in drive. In different phrases, a subscriber’s unused information have to be rolled over to his/her subsequent information subscription.”
”The Fee urges service suppliers to proceed to tell and educate subscribers on the procedures and processes for information rollover.”
“Service suppliers additionally agreed to make sure that senior-level buyer relations officers help their respective complaints administration groups, to resolve complaints that weren’t resolved to the satisfaction of the customers when such complaints have been first reported.
“The service suppliers additionally promised to make sure that complaints are resolved in each the letter and spirit of the recently-reviewed Service Degree Settlement (SLA).
“With respect to companies subscribed to by third events (reminiscent of banks), which aren’t rendered, the assembly resolved that telecom service suppliers ought to discover initiating service stage settlement with banks to make sure uniformity and pace within the decision of complaints referring to billing.
“All events to the assembly equally agreed that telecom service suppliers will perform pervasive shopper training and enlightenment campaigns about their services to make sure their subscribers have the data they require to make knowledgeable choices and get worth for cash spent.
‘The fee needs to state that it was very happy with the spectacular attendance, participation, and the standard of selections taken on the bi-annual assembly.”
The NCC mentioned it’s, due to this fact, “decided to proceed to work carefully with the service suppliers and different stakeholders within the Nigerian telecom sector to enhance on the standard of service, and by implication, the standard of shopper expertise.”
The bi-annual assembly, which has been held often since 2018, focuses on guaranteeing enchancment in High quality of Service (QoS) and High quality of Expertise (QoE) within the telecom business.
It has served as a veritable platform for the Fee and repair suppliers to debate and agree on measures that can improve immediate and efficient shopper grievance decision in telecom service provision in Nigeria.