Telecom services like phone calls, SMS, and internet access have become part of everyday life. But many Consumers face problems with these services despite the protections and structures put in place to prevent these occurring. For example, Consumers encounter various challenges when dealing with telecom service providers.
Some common issues include:
- Network Outages: Frequent service interruptions can disrupt communication and affect productivity especially in areas with poor infrastructure or during undersea cable cuts.
- Billing Discrepancies: Unexpected charges or unclear Billing Statements can lead to confusion and frustration.
- Poor Customer Service: Difficulty in reaching Customer Support or receiving inadequate responses to complaints can leave consumers feeling frustrated.
- Unauthorized Charges: Consumers may find themselves billed for services they did not authorize or subscribe to.
- Data Depletion: Data bundles purchased are often consumed much faster than expected.
- Call Drop: This happens when a call ends/terminates abruptly when the Consumer is still in the middle of making or receiving a call.
Remedies Available to Consumers
If you encounter any issues with your Telecom Service Provider, there are several remediation steps NCC has ensured you can take:
- Contact Customer Support: Your first step is to contact your Service Provider's customer support through their various channel; social media or through their 300 Customer Help Desk. Make sure they give you a Complaint Ticket Number. With this number, you are able to track your complaints, document your interactions, including dates, times, and the names of their Help Desk Representatives you speak with.
- Contact the NCC: If your issue is not satisfactorily resolved by your Service Provider, please contact the NCC immediately through any of the following Complaints channels:
- Complete a Digital Complaint Form on the Consumer Portal (www.consumer.ncc.gov.ng)
- Send a written complaint by mail to any of the NCC zonal offices, or through the Head Office in Abuja.
- Call the NCC toll-free line – 622 to lodge your complaint. Remember to have your complaint ticket number handy, as you would be required to provide it.
- Stay Informed: Regularly check the NCC's website and Consumer Portal for updates on Consumer Rights, Regulations, and any new initiatives aimed at protecting Telecom Consumers.