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NCC warns telecoms operators on quality of service

By on September 9, 2013

The Nigerian Communications Commission has asked telecoms operators in the country not to compromise their quality of service because of sales promotions.

Executive Commissioner, NCC’s Stakeholders’ Management, Mr. Okechukwu Itanyi, gave the advice on Friday during the 58th edition of the consumer outreach programme organised by the commission.

He said the forum was established to bring all stakeholders together to address consumer-related issues.

He said consumers of telecoms services deserved value for their money and protection from abuses.

Itanyi said consumers also had the right to enjoy the best promotional offers without compromising the quality of service from network operators.

He said, “Recent trends have shown that while the consumers will want to continue enjoying the freebies coming with promotions, the astronomical increase in the number of these promos is at the same time bringing some challenges of network congestion, drop calls and poor voice quality.”

At the forum, communication giant, MTN Nigeria, displayed uncommon humility by apologising to its customers in the state after listening to the plethora of complaints from the subscribers.

The interactive session witnessed complaints of duplication of charges, fake promotional messages, instant renewal of some services

without permission and drop calls from subscribers.

Apart from MTN, Etisalat, Airtel, Glo and other telecoms service providers were represented at the event.

But MTN, which received most of the complaints, apparently for having the largest subscribers in the state, begged some of the subscribers.

Its Customer Relationship Officer, Mr. Reginald Kamalu, particularly apologised for instant renewal of caller tune subscription without permission from the subscribers.

He said MTN had established a policy of compensating customers who had such complaints.

Kamalu urged customers to constantly visit the company’s customer service centre in the state to address their grievances.

On scam short messages, he said the company had continued to educate consumers against the antics of fraudsters.

Kamalu said, “MTN cannot stop short messages because they are generated from the internet. We have always warned our customers to beware of scams.

“If you have not entered for any promo and you receive an unsolicited message announcing that you have won, you have to suspect such message.”

On low profit for recharge card distribution, he said there was nothing the company could do about it, adding that the recharge card business was a volume business.

On problems encountered during weekend promotions, Kamalu said, “I want to apologise. It is currently not running because we have

directives to suspend some of the promos.

“MTN is expanding its network. We are rolling out massively to accommodate more subscribers.”