The Executive Commissioner and Stakeholder Management, Nigerian Communications Commission (NCC), Barr. Adeleke Adewolu, has come out to say that the commission is very focused on protecting consumers’rights at all times.
Adeleke revealed this at the report presentation of the Consumer Complaints Categories and Services Level Agreements (SLAs) in Abuja.
He urged the service providers to make sure they always inform customers about service-impacting failures, fix issues asap and compensate customers for service failures and delays where applicable.
His words, “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.”
“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.”