The 2024 Regulations (“General Code”) define the minimum requirements Service Providers must meet when delivering telecom services to consumers. Additionally, the Regulations set forth procedures for licensees to draft and implement their Individual Consumer Code of Practice (ICCP).
Key Provisions:
- Service Providers must prepare and submit an ICCP, aligning with the General Code, for the Commission’s approval. Upon approval, the ICCP must be published on the licensee’s website, in a national newspaper, and via at least one social media channel.
- Service Providers are required to furnish consumers with comprehensive, accurate, and up-to-date information about their services in clear language, and must respond to consumer inquiries within 96 hours—at no cost to the consumer.
- Consumers should be given a full description of services and transparent pricing, and the Service Provider must ensure all service information is easy to understand.
- Consumers are obliged to use telecom services only as stipulated in their agreements and must not resell these services unless explicitly permitted.
- Billing must be transparent, and timely and the Service Providers must retain consumer complaints records for at least 2 years.
- Both online and offline complaint channels must be easily accessible and free for consumers (archive retrieval may incur a charge). These channels must include a physical address, toll-free line, email address, web link, and social media contact points.
- Special accommodation must be made to ensure the Service Provider’s complaint channels are accessible to the elderly and Persons living with disabilities.
- Promotional advertisements require NCC approval at least 30 days before launch, and all advertisements must be truthful, clear, and non-misleading.
- Service Providers must adopt a Consumer Information Protection Policy that complies with applicable data protection laws, informing consumers about how their data is collected, used, and retained.
- The NCC reserves the right to issue warnings, impose fines, or enforce stricter penalties on licensees who repeatedly violate these Regulations.
By implementing these provisions, the Consumer Code of Practice Regulations, 2024, demonstrate the NCC's commitment to protecting telecom consumers and promoting fairness in Nigeria’s communications industry. Full details are available on the NCC’s official website at https://www.ncc.gov.ng