By: Theresa Igata
The Nigerian Commissions Commission had, in 2016, mandated Mobile Network Operators to set aside short code 2442 for Do-Not-Disturb (DND) Services on their networks. The DND Service according to the NCC, affords telecoms subscribers the opportunity to manage unsolicited telemarketing messages on their lines.
How well have subscribers utilised this service? NCC’s latest report shows that as at Q1, 2018 ending 31st March, 2018 about 9.3 million subscribers have activated the DND Service on their lines; a 12.5 per cent increase from the figure as at the end of Quarter 4, 2017.
However, the decrease in complaints from telecom consumers from 17,247 in Q4 (2017) to 13,880 in Q1 2018 (approximately by 20 per cent) is said to be largely attributed to the rise in the level of consumer awareness and activation of Do-Not-Disturb (DND) services.
While Billing Issues account for the highest number of complaints received during the Q1, March 2018 (51%) Value Added Services (VAS) and Call Setup complaints account for the second and third highest number of complaints received by the Commission with (14%) and (8.4%) respectively
This increase according to the Commission’s report can be attributed to the rise in the number of consumers that are getting aware of the its complaints channels i.e. 622 toll free line, Consumer Web Portal, various Social Media handles: twitter, Facebook, including written complaints from customers.
It seems however, that Mobile Network Operators are having a hard time dealing with the following complaints relating to Billing:
Deductions from activations of unsolicited VAS and telecom promotions and products
Over deduction (Inaccurate charges)
Charges for unauthorised services
Charges for unsuccessful calls
Charges for undelivered SMS
Inability to change tariff plan
Virtual top-up deducted but not received
Charges for Caller Ring Back Tune not downloaded, etc
These constitute the bulk of complaints received, with MTN having the largest share of the number of complaints at 6,120 (44%), along side Airtel 3,143 (23%), Globacom 2,885 (21%) and 9 Mobile 1,705 (12%)
Some consumers who spoke to Political Economist magazine, however called on the NCC to do more in ensuring that consumers’ complaints are taken seriously and are well resolved.
