| By Chike Onwuegbuchi |
THE Nigerian Communications Commission (NCC) says it received 6,163 complaints from telecommunications subscribers in the second quarter of 2016.
Abdullahi Maikano, director, Consumer Affairs Bureau (CAB) of the commission made the disclosure yesterday in Lagos.
Maikano said that of the 6,163 complaints, 4,739 issues were resolved, giving a resolution of 76.9 percent.
He also said that the commission received 23,694 complaints from telecommunications consumers in the first quarter.
The complaints received in the second quarter reduced by 17,531 or by 73.99 percent compared with that of first quarter.
The director said that the reduction was as a result of the “2442 Do Not Disturb’’ directive of the regulatory body to the operators.
He said that the complaints by telecommunications users were on issues of billings, customer care/call centre, call set-up, faulty terminal, health issues, internet service and promotion.
According to him, other complaints are those of recharge cards, Short Messaging Services (SMS)/Multi Media Services (MMS), Subscriber Identification Module (SIM) and Value Added Services (VAS).
“Other complaints received are in the Third Generation (3G) services, Porting, Caller Line Identification Presentation (CLIP)/Caller Line Identification Restriction (CLIR) among others,’’ he said.
Maikano said that of the 4,718 “bill issues’’ received in the second quarter, 3,542 of them were resolved, a resolution of 75 per cent, while for the 39 call centre issues, 30 or 76.9 per cent were solved.
He added that for the call set-up issues of 166; 142 or 85.5 per cent were taken care of; the only one faulty terminal report was not resolved, while there were six health issues and three or 50 per cent were resolved.
It was gathered that 215 internet service issues were received by the telecommunications umpire and 164 or 76.3 per cent of them were taken care of; promotion complaints were 76 and 56 or 73.7 per cent resolution was reached.
The CAB director said that there were 75 complaints regarding recharge cards and 50 or 66.7 per cent were solved and 272 SMS/MMS issues were received with 212 or 77.9 per cent resolved.
Also, 138 SIM issues received and 109 or 78.9 per cent resolution was attained.
He said that the commission received 422 complaints with regards to VAS and was able to resolve 402 or 95.3 per cent, while it had a 100 per cent resolution of the two issues received in 3G services.
Other complaints in the quarter under review were porting, with 10 issues and eight or 80 per cent resolved and then 23 CLIP/CLIR issues with 19 or 82.6 per cent resolution.
“The analysis showed that the two most prevalent complaints are billing (4718) and VAS (422).
“We expect that with the adoption of the “Do Not Disturb’’, DND, directory, that VAS complaint will reduce considerably.
“Also with the adherence to NCC directive on Auto-Renewal of Data Services and Automatic Roll-Over, the billing complaints will also reduce drastically,’’ Maikano said
Culled from Nigerian Communications Week
— Sep 26, 2016 @ 15:30 GMT