NCC Demonstrates Commitment to Seamless Programs to Protect, Inform, Educate Telecom Consumers

The Nigerian Communications Commission (NCC) has reiterated its commitment to ensuring fair competition and a level-playing field for all stakeholders in the telecommunication industry, particularly in safeguarding the interest of consumers from abuse of their rights and privilege, and against unfair practices in the telecom service value chain.

This commitment, which is demonstrated by the Commission’s continuous effort to establish seamless programs that will Protect, Inform and Educate (PIE Mandate) telecom consumers through various consumer-centric initiatives came to the front burner at the   “NCC Special Day” during the 18^th Abuja International Trade Fair organized by the Abuja Chamber of Commerce and Industry (ACCI) at the Abuja Trade & Convention Centre, Umaru Musa Yar’ Adua Way, Airport Road, Abuja.

In his remarks, Mallam Alkasim A. Umar, Director, Consumer Affairs Bureau, Nigerian Communications Commission, noted that NCC is an Independent National Regulatory Authority that oversees Telecommunication Services in Nigeria, adding that as a regulator of the telecommunications sector in the country, the Commission carries out its functions to ensure service availability, accessibility, affordability, and sustainability for all categories of consumers, who are leveraging on ICT/Telecoms to drive personal and business activities.

Umar hinted that the Special day of the Nigerian communications Commission at the 18^th Abuja International Trade Fair complex is for telecom consumers to take time to visit the NCC Pavilion on the Exhibition ground to make enquiries, know more about the activities of the Commission, and meet face-to-face with representatives of Service Providers, who are ready and willing to attend to complaints concerning their network.

Umar reiterated the Commission’s continuous effort to establish seamless programs that will Protect, Inform and Educate (PIE Mandate) telecom consumers through various consumer-centric initiatives such as:

1. Consumer Education Outreach Programmes: These programs include the Telecom Consumer Parliament (TCP), Telecom Town Halls on Radio (TTR), Telecom Consumer Conservation (TCC), Professionals’ Dialogue, Village Square Dialogue, Television (TV) Dialogue, and Trade Fairs such as this one today, NYSC, Student – Campuses
2. Consumer Complaints Management (CCM): The Commission created various channels of lodging complaints which include:

• NCC Toll-Free 622 Contact Centre which is available between 8:00 a.m. to 8:00 p.m. daily except on Sundays and Public holidays.
• Consumer Portal http://consumer.ncc.gov.ng
• E-mail: Consumer can send mail to (consumerportal@ncc.gov.ng)
• Consumer X (Twitter) account @ConsumersNCC, Facebook, Instagram.
• Written complaints submitted to our Head Office here in Abuja or any of our Zonal Offices in Lagos, Ibadan, Port Harcourt, Enugu, and Kano States.

3. Development of the Do-Not-Disturb (DND) 2442 Short Code: this was established in 2016 for telecom consumers to stop unsolicited text messages and nuisance calls. To activate the FULL DND service to stop all unsolicited messages & calls, Text “STOP” to 2442 and for PARTIAL DND service, Text “HELP” to 2442 to select the type of messages you want to receive.
4. Development of Mobile Number Portability (MNP): It ensures that telecom consumers can switch from one network to another without changing their original Phone Number.
5. Strategic partnership with Law Enforcement agencies to protect Telecom Infrastructure: The Commission signed a Memorandum of Understanding (MoU) with law enforcement agencies such as the Police and National Security and Civil Defence Corps to help protect telecom infrastructure from vandalization.
6. Campaign against Sales & Buying of Pre-registered SIM cards: A consumer should be aware that buying pre-registered SIM cards is a criminal offense in Nigeria.
7. Campaign on NIN-SIM Linkage – To help improve security in the country.
8. Direction on Roll-Over of Data: Service Providers have been directed to Roll-Over unused data at the expiration of a data plan provided it is renewed within the stipulated time frame as approved below:1.One (1) (1)day data plan has one (1) day to renew.(2)Above one (1) day but less than thirty (30) days has three days to renew.(3)Thirty (30) days has seven (7) days to renew.
9. Telecom Consumer Assistance, Resolution and Enquiries (TELCARE) Desk at the Nnamdi Azikwe Airport Abuja: The TELCARE desk was set u up to further provide the Commission with the following value and mileage(i) Serve as additional platform to receive and facilitate the resolution of consumer complaints; (ii)Provide a platform for telecom consumers to make enquiries on consumer issues;(iii)Provide a platform for advocacy on any thematic consumer issue or concerns;(iv)Enhance awareness of the Commission’s activities.

10. Harmonized Short Codes: Recently the Nigerian Communications Commission directed all licensed Mobile Network Operators (MNOs) to commence implementation of approved Harmonized Short Codes (HSC) for providing services to Nigerian telecom consumers. The measure initiated by the Commission is a bid to improve the Quality of Experience (QoE) of consumers across all mobile networks. The new initiative will enable consumers using the over 223 million active mobile telephone lines in Nigeria to use the same codes to access services across all networks. For instance, the same code *310# will be used for checking airtime balance across all the networks.