The following are CAB’s achievements towards meeting consumer expectations
1. Regulatory interventions:
Per Second billing
Validity period for dormant subscriber line.
Toll Free on customer care & help lines of Service Providers
Complaints resolution by Service Providers
Guidelines for Advertisement and Promotions
Consumer Code of Practice Regulation 2007.
Direction on Unsolicited text messages and telemarketing
Direction on payment of compensation to consumer due to loss of services occasioned by poor quality networks.
Removal of validity period on recharge cards
Directions on lowering interconnect rates for voice/SMS services
Direction on the non existence of customer care centers in most of the state capitals
2. Special Investigations
Arbitrary disconnection of lines
Deceitful promotions and rewards
Unsolicited text messages
Sell and Share
Disappearance of Credit balances
3. Consumer Web Portal: www.ncc.gov.ng/consumer
Activities of the Commission on Initiatives towards achieving consumer protection.
Activities of the Commission with a view to empowering Consumers.
Provision of alternative channels for complaints lodging.
General information on developments in the Industry
New products, tariffs etc
Promotional activities of the network operators
Feedback from the consumers on performances of service providers as well as the Commission
Voice to Consumers
Easy access to consumers to reach the Commission in addition to the toll free access to NCC contact Centre for enquiry and complaints by the dissatisfied consumer
4. ICT Consumer Watch Magazine: This is aimed at disseminating information to the general public on consumer related issues such as:
Products and services
Performance of Service Providers
Access to NCC contact centre
5. Other Initiatives
Collaboration with other Agencies/Regulators
Industry Consumer Advisory Forum (ICAF)
Hold regular consultative meeting with service providers and other stakeholders. OPEN/PUBLIC FORUM OF THE ICAF.
Memorandum of Understanding with:
National Lottery Regulatory Commission
Consumer Protection Council (CPC)
Advertising Practitioners Council of Nigeria (APCON)
Facilitation of Technical Working Group (TWG) on development of guidelines on Child Online Protection with other stakeholders on PPP basis.
Collaboration with Arrive Alive Road Safety Initiative (AARSI) for awareness creation / sensitization on the dangers of distracted driving via the use of mobile phones