By Juliet Umeh
The period of lockdown has witnessed an increased demand for telecommunications services, telcos as a lot of people both at the governments and other individual levels totally depended on them to stay connected.
However, this reliance on telcos didn’t come without pockets of complaints from various angles. Telecom consumers who expressed their gripes to Mobileswagg pointed at epileptic networks, poor voice quality, dropped calls and poor internet connectivity as their major challenges.
But, most consumers are not aware that they can resolve some of these frustrations with their Service Providers through easy channels the Nigerian Communications Commission, NCC, has created.
For instance, statistics from the Commission revealed that it received a total 26,169 complaints from its complaint channels for the period of January 2019 to April 2020.
NCC’s channels of complaint include:
*NCC’S 622 toll free number: According to the Commission, it has 2 contact centres in Lagos and Abuja which receive Consumer Complaints and forward to the respective Service Provider for investigation and feedback. The Centres operate from 8am-8pm and Mondays to Saturdays.
It said: “What a Consumer needs to do is to dial the 622 toll free number and lodge their Complaint. Upon lodging a complaint, Consumers are issued a reference ticket number for tracking purposes.
*The NCC Consumer web Portal: The web portal is an alternative online channel for lodging complaints or for making enquiries. The portal is available 24 hours and can be accessed via www.ncc.gov.ng/consumer domiciled on the Commission Website. It is also used as a platform for information dissemination. Consumers receive feedback from the Commission as well as Service Providers with regards to the resolution of their complaint.
*Social Media/electronic Channels: Complaints are also received via the Commissions Social Media accounts on Twitter (@NgComCommission /@Consumersncc), Facebook (Facebook.com/ Nigeria. Communications .commission), and Email firstname.lastname@example.org. These are forwarded to Service Providers for investigation while feedback is provided to Consumers.
*Written Complaints: Consumers can write their Complaints and submit the same to the Commission. The Written Complaints can be submitted to the Head Office or any of the Zonal Offices as follows: Head Office Plot 423, Aguiyi Ironsi Street, Maitama, Enugu Zonal Office No 2, Ugwuoba Street Off Ezilo Avenue, Independence Layout, Enugu State, Ibadan Zonal Office 102A, DPC Road off Government House Road, Agodi GRA, Ibadan, Oyo State. Kano Zonal Office No. 1, Sokoto Road, By Audu Bako Secretariat, Nasarawa GRA, P.M.B 3212, Kano State, Lagos Zonal Office 9A Bankole Oki Street, Behind Ikoyi Club, Ikoyi, Lagos. Port-Harcourt Zonal Office No. 23A, Igbodo Street, Behind First Bank Aba Road, Old GRA, Port Harcourt, Rivers State. Consumers receive an acknowledgement letter, whilst a letter is written to the affected Service Provider directing it to investigate the issues raised and report back to the Commission within seven working days.
*Complaints received through the Office of the Honourable Minister of Communications & Digital Economy, HMC&DE via his twitter account.
NCC said: “Some Consumers usually send their complaints directly to the office of the HMC&DE via his Twitter account. When such Complaints are received, the Commission forwards the same to the affected Service Provider for resolution.”
According to the Commission, the summary of complaints from various channels from the period of January 2019 to April 2020 which totaled 26,169 include: NCC 622-24,481; NCC Consumer Web Portal-1,007; Written Complaints-296; NCC Social Media Platforms (NCC Facebook and NCC Twitter)-366; Complaints received from the Office of HMC&DE (via Twitter) 19.