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Suspend charges on idle decoders – CPC orders MultiChoice

By on February 22, 2016

The Consumer Protection Council on Sunday ordered MultiChoice Nigeria Limited to suspend its Digital Satellite Broadcast Television services whenever subscribers were not making use of the decoders.

The council, which stated that it had concluded investigation into allegations of abuse of subscribers’ rights by the company, also directed MultiChoice to release free-to-air channels, even after the expiration of subscription.

According to the CPC, the DStv franchise owner must also pay compensation across board to subscribers for lost viewing time, introduce local toll-free telephone lines; and ensure reasonable equitable spread of popular sports channels, among others.

The council also asked the company to present written assurances in line with Section 10 of the CPC’s enabling law that it would not engage in any conduct that would be detrimental to the interest of its customers.

In the same vein, the company will for 18 months, subject its processes to inspection to ensure compliance with the directives contained in the orders.

The CPC said that all the orders, which had already been served on MultiChoice, would become effective not later than 90 days from the date of their receipt.

The statement read in part, “During the course of the investigation, the council observed that the company’s billing system, whereby ‘billing is not contemporaneous with the provision of service’, was not in the best interest of consumers and, therefore, ordered MultiChoice to install a billing system that ensures that billing starts with the provision of service.

“The pay television company was also ordered to within 90 days provide across board compensation to its subscribers, considering the fact that many of them have over time lost legitimate and paid viewing time by its conduct of not restoring service contemporaneously after payment as well as other instances of disruptions.

“Similarly, the company was also directed by the CPC to within 180 days adopt a technology that supports suspension of service when subscribers are otherwise unable to enjoy their service on account of being away for a limited period of time, provided such a request for suspension of service is done for a period of between seven and 14 days, and not more than twice in a year, with a 72-hour notice to MultiChoice.”

On the non-availability of popular channels in certain bouquets, the CPC ordered the firm to within 90 days ensure a reasonably equitable spread of popular sports and other channels hitherto concentrated in its premium bouquet over all available bouquets.

“MultiChoice was ordered to keep local and free-to-air channels open so that subscribers would have the opportunity of watching these channels, even when their subscriptions have expired,” the statement added.

The council also directed MultiChoice to ensure that the list of all its accredited dealers and installers and their details be freely given to its customers at the point of subscription, and also made available on its website and other information channels.

On the pay television firm’s agreements with its subscribers, the council stated that several provisions of the Service Level Agreement and the Terms and Conditions of subscription signed on by subscribers were found to be grossly unfair, unjust and one-sided.

It, therefore, directed that such provisions should be expunged, re-drafted and submitted to the CPC.

In its response to the CPC orders, MultiChoice reaffirmed its commitment to continue its engagement with the council to resolve the matter in the best interests of DStv subscribers.

The Managing Director, MultiChoice Nigeria, John Ugbe, said, “The business and management value the input it has received from the CPC in order to improve the DStv customer experience. We would especially like to thank the DG and the CPC investigating team for the professional manner in which they conducted the investigation and for their willingness and availability to meet with us to engage on the issues.

“Unlike free-to-air operators, pay television businesses are dependent on subscriptions. If we lose subscribers, it negatively impacts our revenue and ultimately the sustainability of our business. It is, therefore, in our best interest to ensure that customer complaints are attended to and all efforts made to resolve queries in the interests of the subscriber.

“We wish to assure subscribers of our commitment to continue to cooperate fully with the CPC on the Order of Council, and will endeavour by all means to meet the order and deadlines, where possible.”
[Punch]

2 Comments

  1. OAU

    February 22, 2016 at 10:34 am

    This is good!

  2. the_zone

    February 22, 2016 at 8:32 pm

    Awesome news. Pay for what you watch not this madness we have today.