By Juliet Umeh
The Nigerian Communications Commissions, NCC, and telecom service providers have agreed to fully comply with compensation policy agreed by both of them in the telecommunications ecosystem.
According to the regulatory body and telcos, the reason for the renewed agreement was to ensure full compliance with the new Complaint Categories and Service Level Agreement, CC/SLA.
Both parties renewed the agreement at the bi-annual meeting of the NCC and Senior Executives of telecommunication companies on complaints management held for the first time virtually.
Additionally, it was decided that the Commission and telecom service providers will hold follow-up discussions on “Fair Usage Policy” on unlimited data bundles/data rollover, in order to provide a clearer explanation and better understanding of the processes and procedures of the policy for the benefit of the consumers.
NCC said: “The Commission hereby wishes to restate that its direction of June 2018 to service providers to commence implementation of data rollover from 26 June 2018, remains in force.
“In other words, a subscriber’s unused data must be rolled over to his/her subsequent data subscription. Therefore, the Commission urges service providers to continue to inform and educate subscribers on the procedures and processes for data rollover,” NCC restated.
On the other hand, service providers also agreed to ensure that senior-level customer relations officers support their respective complaints management teams, to resolve complaints that were not resolved to the satisfaction of the consumers when such complaints were first reported. The service providers also promised to ensure that complaints are resolved in both the letter and spirit of the recently-reviewed Service Level Agreement, SLA.
With respect to services subscribed to through third parties (such as banks), which are not rendered, the meeting resolved that telecom service providers should explore initiating service level agreement with banks to ensure uniformity and speed in the resolution of complaints relating to billing.
All parties to the meeting equally agreed that telecom service providers will carry out pervasive consumer education and enlightenment campaigns about their products and services to ensure their subscribers have the information they require to make informed decisions and get value for money spent.