Telecoms Service Providers’ Obligations to their Consumers

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In addition to the Consumer Bill of Rights, telecoms service providers in Nigeria are obliged under the Consumer Code of Practice Regulations (CCPR), 2007 to do the following for their subscribers and/or consumers:

  1. Provide information on products and services that is complete, accurate, and up-to-date in simple and clear language.
  2. Ensure timely response to requests for information on products and services, and such information must be provided free of charge.
  3. Provide consumers with billing rates and terms and conditions for all services on offer to the public. The information must be in both electronic and print format and must be available on the operator’s website and all retail outlets.
  4. Communicate promptly any change in tariff rates and conditions for services communicated to consumers.
  5. On request, service providers must make available to consumers a contract or agreement for provision of services, which must be written in simple and plain language. 4
  1. Before any service agreement is entered into, service providers must provide the intending consumers with a complete description of the service(s) in clear language.
  2. Service providers are obliged to provide consumers with information on service quality levels as well as, areas and coverage of services.
  3. Service providers must provide information regarding compensation and refund in the event that contracted Service Level Agreements (SLAs) are not met.
  4. Where services are subject to upgrade or migration options, consumers must be provided with clear and complete information regarding the upgrade or migration terms, including any changes in service performances and duly approved, fees or charges resulting from the upgrade of migration.
  5. Service providers must ensure that every contract with consumers will specify the commencement date, methods of calculating any charge payable upon termination, conditions of disconnection and reconnection and fees that may be charged for disconnection.
  6. Service providers must inform would-be subscribers of the existence of any product warranties and how to obtain such warranties.
  7. It is an obligation of licensed service providers to provide the facilities for consumers to report faults 24 hours a day.
  8. Service providers are obliged to give advance warnings of anticipated service disruption or planned outages, details of the disruption outages, the services and service areas affected and any applicable compensation or remedies.
  9. Service providers are to ensure special measures for consumers with disabilities by ensuring that these consumers are fully taken into account in the development and provision of its services.

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