Mr Danbatta said the agency will ensure that all complaints are attended to within 48 hours.
The commission said it undertook a revision of the framework stipulating the processes for resolving consumer complaints arising from service delivery by telecoms operator, in order to achieve greater effectiveness in the sector and to strengthen the protection of telecoms consumers and other stakeholders.
In the reviewed CC/SLA, with respect to the broad category of Quality of Service and Quality of Experience in the data segment, when a telecom subscriber experiences fluctuation in service, such as instability in the internet services, the subscriber shall be contacted by the service provider within four hours of reporting the incident and the disruption shall be restored within 72 hours.
Under the broad category, ‘Billing’, complaints connected to any unexplained change in account balance resulting in a drop in balance, due to overcharging subscriber’s account for calls, Short Messaging Services and Multimedia Messaging Service , shall be resolved by the operator within 24 hours. Similarly, within the framework of QoS/QoE in the voice segment, the revised agreement stipulates that, when there is call interference or challenge with voice clarity, resulting in the inability of a subscriber to carry out uninterrupted conversation, the subscriber shall receive response from the service provider within four hours of reporting the incident.
Should the matter be escalated to NCC, Commission shall ensure it is resolved within six hours in line with the Guidelines on Advertisement and Promotions. As in all cases, the subscriber shall be communicated on steps taken towards resolution of complaints. On matters connected to faulty terminals, such as defective devices that stifle a subscriber’s ability to use phones, modems, routers and related devices appropriately, the Commission said such incidents shall be resolved based on Terms and Conditions for all devices.
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