LAGOS is the hub of telecommunications in Nigeria hence the Nigerian Communications Commission’s flag off of its major event – 2017 Year of the Consumer today in the city

Lagos state has been described as the telecommunications hub of Nigeria.  The Nigerian Bureau of Statistics in its first quarter telecommunications sector report for 2016 placed Lagos voice subscriber base at 19.04 million or 12.8 percent of the country’s subscribers and 12.62 million internet subscription or 13.65 percent. The state is home to many of the key players in the telecommunications sector.  This is why the Nigerian Communications Commission, NCC, picked Lagos as the city to   flag off its major event  –  The NCC 2017 Year of the Nigerian Telecom Consumer  which was unveiled in Abuja on March 15.

According to Professor Umar Danbatta, executive vice chairman, Nigerian Communications Commission, “the event is remarkable because the Nigerian Telecom Consumer is center stage. We must also remember that these consumers together have made all the success stories we speak about possible in the telecom industry today.

“Almost two months ago (March 15) NCC flagged off a national campaign of the Year of the Nigerian Telecom Consumer at its Headquarters in Abuja. Sixty days hence, I am glad, we can report some progress resulting in increase in the activation of the Do-Not-Disturb short code using the 2442 facility, by more than one million consumers in this short span. More subscribers reported their unresolved complaints using NCC’s 622 toll-free lines in the same period.”

Stating that NCC consumer conversations are going on simultaneously every month in six zones across the country, he said:  “The Year 2017 is dedicated to the Nigerian Telecom Consumer following a management decision that compels NCC to seek to amplify the year’s activities towards ensuring that the consumer enjoys a customer experience that is enhanced and consistent in time and quality.”

Danbatta, who spoke at the flag off ceremony in Lagos on Wednesday, May 17, said in 2017, and even beyond, the Consumer will be the focus of the commission. “NCC intends to inform and educate the consumer with the sole intent of protecting and empowering them to make the right decisions.

“As a regulator, NCC has the mandate to ensure all its key stakeholders are protected and their interests balanced in an atmosphere of fairness, transparency and within the framework of the NCA 2003 and other subsidiary legislations.

“Indeed, almost one year ago the Nigerian Communications Commission (NCC) launched an 8-Point Agenda. The agenda, which drives the NCC until 2020 aims, among other things, to: facilitate broadband penetration; improve quality of service;  optimize usage and benefits of spectrum; promote ICT Innovation and investment opportunities; facilitate strategic collaboration and partnership; protect and empower consumers; promote fair competition and inclusive growth and  ensure regulatory excellence and operational efficiency

As key stakeholders, he said, the Consumers are therefore at the core of the 8-Point Agenda and the regulatory activities of the NCC. “In this regard, the Consumer Affairs Bureau of the Commission has the mandate: 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 effective and efficient telecoms service delivery.”

According to him, “The Year of the Consumer will therefore focus on two key areas: improving the Quality of Service; protecting and educating the consumer. To address the unsolicited calls received by consumers, the NCC has introduced the Do Not Disturb, DND, facility where consumers are urged to activate the facility by texting 2442. There is also the 622 number for the NCC customer toll free complaint line. NCC intends to increase the awareness level and equally the activation level of these two initiatives.”

In its determination to ensure that the consumer experiences improved Quality of Service  in the year and beyond, the Commission is implementing measures to ensure drop call rate reduces and meets its industry benchmark of less than one percent (<1% DCR) target. The Commission is closely monitoring, tracking and reviewing the Key Performance Indicators , KPIs, of operators by the Network Integrity and Technical Standards Department. Greater efforts would also be put in place for compliance monitoring and enforcement of set standards. The Commission will also enlighten consumers about the environmental impact of telecom infrastructure, Danbatta said.

—  May 17, 2017 @ 20:05 GMT