In efforts to improve on consumer education and protect the rights of subscribers from the exploitative activities of some telecommunications operators across the country, the Consumer Protection Council (CPC) has launched a compendium on the Rights of Telecommunication Subscribers in Nigeria.
The Minister of Communication Technology, Omobola Johnson, who launched the compendium in Abuja on Monday March 10, 2014 at the Consumer Roundtable on Phone Rights, organized by CPC warned operators to play by the rules in line with its campaign, saying the CPC as an agency can bark and bite.
She indicated that there is a need for the Nigerian Communications Commission to strengthen its collaboration with the CPC towards addressing the subscribers’ complaints which border on poor telecoms service delivery.
Speaking during the event, the Director-General of CPC, Dupe Atoki explained that as in most interventions and innovations which have public utility, abuses are prevalent. “Such abuses remain unabated if the consumers of these products or services know little or nothing about their rights in this regard. On the other hand, the conglomerates that provide these products or services benefit from the apathy of the uninformed consumers,” she iterated.
“The Nigerian consumers of telecoms services have been unable to assert their rights due largely to ignorance of the existence of these rights and where to complain. In celebrating the World Consumer Rights Day with the theme: “Fix Our Phone Rights,” the CPC believes that the way forward is to codify the rights of telecommunications subscribers, so that they can access, read and understand these rights.”
Dupe Atoki added that the rights are subsumed under segments such as poor network, unsolicited services, unlawful deductions/non-transparent billing, exploitative automated services, unauthorised SIM swaps/line disconnection, poor internet services and poor customer service.
According to her, the Compendium of the Rights of Telecoms Subscribers in Nigeria was developed by the CPC and was launched to commemorate the World Consumer Rights Day. She said that the consumer can take the compendium which is very simple and concise to the relevant operators and say this is my right. The initiative, she noted is one step for CPC in its advocacy platform for public enlightenment in Nigeria.
The Director-General of CPC promised that the agency would partner with regulatory agencies and telecommunications operators towards ensuring that consumers get value for their money.
“In everything, collaboration brings out the best results to the extent that the consumer right is put at the forefront. We will collaborate with the Nigerian Telecommunications Commission and the operators. The NCC has its powers, while we have ours. There may be some overlapping functions, but we will continue to insist that the consumer is the king and they must get value for their money,” she said.
In his welcome address, the Minister of State for Industry, Trade and Investment, Samuel Ortom commended the CPC for its renewed efforts towards protecting consumers’ rights.
“I want to commend the efforts of the new headship of the CPC led by Dupe Atoki for its renewed tenacity at ensuring that the rights of Nigerian consumers are respected in all ramifications,” Ortom said.
On his part, the Chairman of the House Committee on Commerce, Sylvester Ogbaga said that owing to the barrage of consumer complaints against telecoms operators, there is need for severe sanctions against operators, in order to restore consumer confidence in the sector.
Sylvester Ogbaga asked the regulatory agencies to call the telecommunications operators to order; saying they should sanction them if there is need to do so. He further charged the Federal Government to look into CPC’s budget, indicating that agencies which provide services similar to CPC should be provided with adequate funding; noting that CPC’s budget for this year is very inadequate.
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