The Consumer Protection & Advocacy Unit is saddled with the responsibility of managing consumer complaints by providing access to dissatisfied telecom consumers across the country. These complaints are received via the NCC Contact Centers, NCC Consumer Portal, NCC Facebook and Twitter accounts and Written Complaints sent to CAB.

During the period under review, a total of a total of (11,327) complaints were received via the NCC Contact Centers while (1,059) complaints were received by the Unit via the NCC Consumer Portal, (49) Written Complaints were received while a total of (362) Complaints were received via the NCC Social Media Platforms (Facebook, Instagram & Twitter). A grand total of (12,797) complaints were received for the year 2020 by the Unit.

Below is a breakdown of the above.

Analysis of Complaints Received by Complaint Channels for Year 2020

Graph 1: Summary of Complaint Channels for Year 2020