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

 

# Complaint Channel # Complaints % Complaints
1. NCC 622 Contact Centers 11,327 88.51
2. NCC Consumer Portal 1,059 8.28
3. NCC Social Media Platforms 362 2.83
4. Written Complaints 49 0.38
TOTAL 12,797 100.00

Table 1: Complaints Received via Complaint Channels for Year 2020

 

 

Analysis of Complaints Received by Service Provider for Year 2020

  • The bulk of the Complaints were received against MTN who had the highest complaints 5,466 complaints which represents (42.71%) of the total complaints received in 2020. 5,422 (99.2%) complaints were resolved while 44 (0.8%) complaints are pending and awaiting resolution.
  • This was followed by Airtel who had the second highest number of complaints 3,848 complaints which represents (30.07%) of the total complaints received in 2020. 3,800 (98.8%) complaints were resolved while 48 (1.2%) complaints are pending and awaiting resolution.
  • Globacom had the third highest number of complaints, 2,340 complaints which represent (18.29%) were received, 2,339 (99.9%) complaints resolved while 1 (0.0%) complaints are pending and awaiting resolution.
  • 9Mobile had the fourth highest number of complaints, 755 complaints which represent (5.90%) of the total complaints were received in 2020. 750 (99.3%) complaints were resolved while 5 (0.6%) complaints are pending and awaiting resolution.
  • Complaints from the Internet Service Providers and Value Added Service Providers constitute as “Others” 16 complaints which represent (0.13%) of the total number of complaints. 7 (43.75%) complaints were resolved while 9 (56.25%) complaints are pending and awaiting resolution.
  • NTEL had 72 complaints which represent (0.56%) of the total complaints which were received in 2020. 72 (100%) complaints were all resolved.
  • Spectranet had 89 complaints which represent (0.70%) of the total complaints which were received in 2020. 87 (98%) complaints were resolved while 2 (2%) complaints are pending and awaiting resolution.
  • Smile had 42 complaints which represent (0.33%) of the total complaints which were received in 2020. 36 (86%) complaints were resolved while 6 (14%) complaints are pending and awaiting resolution.
  • Swift had 20 complaints which represent (0.16%) of the total complaints which were received in 2020. All 20 (100%) complaints were resolved.
  • Tizetti had 113 complaints which represent (0.88%) of the total complaints which were received in 2020. 109 (96.46%) complaints were resolved while 4 (3.54%) complaints are pending and awaiting resolution.
  • IPNX had 3 complaints which represent (0.02%) of the total complaints which were received in 2020. All 3 (100%) complaints were resolved.
  • Broadbased had 2 complaints which represent (0.02%) of the total complaints which were received in 2020. All 2 (100%) complaints were resolved.
  • NGCOM had 12 complaints which represent (0.09%) of the total complaints which were received in 2020. 11 (91.67%) complaints were resolved while 1 (8.33%) complaints are pending and awaiting resolution.
  • Fibreone had 10 complaint which represent (0.08%) of the total complaints which were received in 2020. All 10 (100%) complaints were resolved.
  • Cobranet had 1 complaints which represent (0.008%) of the total complaints which were received in 2020. All 1 (100%) complaints were resolved.
  • Suburban had 4 complaints which represent (0.03%) of the total complaints which were received in 2020. 3 (175%) complaints were resolved while 1 (25%) are pending and awaiting resolution.
  • Vodacom had 1 complaints which represent (0.008%) of the total complaints which were received in 2020. All 1 (100%) complaint was resolved.
  • VDT.Com had 1 complaints which represent (0.008%) of the total complaints which were received in 2020. All 1 (100%) complaint was resolved.
  • Wifiber had 1 complaints which represent (0.008%) of the total complaints which were received in 2020. All 1 (100%) complaint was resolved.
  • Pan African Towers had 1 complaints which represent (0.008%) of the total complaints which were received in 2020. All 1 (100%) complaint was resolved.

 

Graph 2: Summary on the Status of Complaints against Service Providers for the Year 2020 from the Complaint Channels

 

# Service Provider Received % Received Resolved % Resolved Pending % Pending
1. MTN 5,466 42.71 5,422 99.2 44 0.8
2. Airtel 3,848 30.06 3,800 98.8 48 1.2
3. Globacom 2,340 18.28 2,339 99.9 1 0.0
4. 9Mobile 755 5.89 750 99.3 5 0.6
5. Smile 42 0.32 36 86 6 14
6. Spectranet 89 0.69 87 98 2 2
7. NTel 72 0.56 72 100 0 0
8. Tizeti 113 0.88 109 96.46 4 3.54
9. Swift 20 0.15 20 100 0 0
10. NgCOM 12 0.09 11 92 1 8
11. BROADBASED 2 0.01 2 100 0 0
12. FibreOne 10 0.07 10 100 0 0
13. Suburban 4 0.03 3 75 1 25
14. IPNX 3 0.02 3 100 0 0
15. CobraNet 1 0.007 1 100 0 0
16. Vodacom 1 0.007 1 100 0 0
17. VDT.COM 1 0.007 1 100 0 0
18. WiFiber 1 0.007 1 100 0 0
19. Pan African Towers 1 0.007 1 100 0 0
20. Others 16 0.12 9 56.2 7 43.7
TOTAL 12,797 100% 12,678 99.1% 119 0.9

Table 2: Summary on the Status of Complaints against Service Providers for the Year 2020 from the Complaint Channels

 

 

Analysis by Complaint Types in 2020.

The 3 most Prevalent Complaints in 2020 were as follows

  • Billing related complaints were the highest with 4,727 which represent 36.34% of total complaints received in 2020.
  • Quality of Service / Experience on Data complaints were the second highest with 2,122 which represents 16.57% of total complaints received in 2020.
  • Quality of Service / Experience on Voice related complaints were the third highest with 1,787 which represents 13.95% of the total complaints received in 2020.


Graph 3: Complaint Category Complaint received from the Complaint Channels for Year 2020

 

Complaint Category Number of Complaints Percentage %
Billing 4,727 36.34
Call Center or Customer Care 437 3.41
Quality of Service / Experience (Voice) 1,787 13.95
Faulty Terminal 28 0.22
BTS Issues 38 0.30
Quality of Service / Experience (Data) 2,122 16.57
Sales Promotions / Advertisements 316 2.50
Recharge Card / Top up Issues 896 7.0
SMS/MMS 224 17.26
SIM Related Issues 632 4.94
SIM Replacement 266 2.08
Value-Added Services (VAS) 773 6.04
Number Portability 44 0.34
Do Not Disturb Service (DND) 431 3.37
International Roaming 19 0.15
Fraud 22 0.17
Others 35 0.27
Grand Total 12,797 100.00

Table 3: Complaint Category Complaint received from the Complaint Channels for Year 2020


Complaint Management From 2015 Till 2020

  1. Consumer complaints resolution was at its lowest in the Year 2015 with 50,986 complaints received at the Commission and a poor resolution rate of 26.39% for that year.
  2. The Introduction of the Do –Not –Disturb Short Code (2442) in 2016 brought about huge improvement in complaint resolution rate (97.32%) in 2016. The greatest number of Consumer complaints was received in 2016 with 81,591 complaints.
  3. It can be observed that after the introduction of DND in 2016, the number of complaints received in the Commission began to reduce drastically with 81,591, 70,577, 45,741, 23,171 and 12,797 for 2016, 2017, 2018, 2019 and 2020 respectively.
  4. The least number of consumer complaint were received in Year 2020 with 12,797 complaints and a very impressive resolution rate of 99.1% for that year even amidst the Covid -19 Pandemic.
  5. The introduction and implementation of the Bi-Annual Strategic Meeting on Complaint Resolution with Telcos in 2018 brought about great improvement on Complaint resolution as complaint resolution greatly improved from 81.79% in 2018 to 98.86% in 2019 and 99.10% in 2020.

 

Graph 4: Trend Analysis Comparing Complaints Management from 2015 to 2020.

 

# # Complaints Received % Complaints Resolved
2015 50,986 26.39
2016 81,591 97.32
2017 70,577 79.10
2018 45,741 81.79
2019 23,171 98.86
2020 12,797 99.10

Table 4: Comparing Complaints Management from 2015 to 2020.