MTN leads in consumer complaints for Q3, says NCC
The Nigerian Communications Commission says it has through the various designed channels for telecom consumers to file their complaints using the Toll free line-622, Consumer Web Portal, various Social Media handles, including written complaints from customers, received a total of 18,711 complaints in the 3rd Quarter 2017.
This was contained in the Nigerian Telecoms Consumer Complaints 2017, 3rd Quarter Report released by the Commission recently, which is consistent with the Consumer Complaints Management policy developed by the Consumer Affairs Bureau (CAB) of the NCC as a strategy for ensuring consumer protection in the Nigerian telecoms industry.
According to the report while MTN received the highest share of consumer complaints at 10,902 (58.3%), Airtel, Glo, 9mobile and others received share of 2,629 (14%), 2,932 (15.7%), 2,227 (11.9%) and 21 (0.1%) respectively.
Complaints types ranged from:
Billing issues (51%), VAS (13.7%), SMS (9%), Call setup (6.7%), Data services issues (5.8%), Failed/unsuccessful DND request (3.2%), SIM issues (3.2%), Recharge card issues (2.8%), Sales promotion claim issues (2%) and others (2.6%), the number of consumer complaints received during the period increased by 21.7% when compared to that of Q2 2017.
This increase is attributable to the rise in the level of consumers’ awareness of NCC 622 toll free line as a channel for lodging unresolved complaints by Telecom Consumers, the report stated.
Billing (51%) accounts for the highest number of complaints received during the quarter while Value Added Services (VAS) and SMS/MMS complaints accounts for the second and third highest number of complaints received by the Commission with 14% and 9% respectively.
Billing related complaints include the following;
– 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.
However, the Commission on a regular basis monitors the ease with which Consumers are able to connect to Operators help lines for lodging of complaints, enquiries etc. and places the Quality of Service (QoS) Regulations target for connection to live agent ≥ 98%. But the report showed that none of the Service Providers met the target.
This increase can be attributed to the rise in the number of consumers that are getting aware of the Commissions’ complaints channels i.e. 622 toll free line, Consumer Web Portal, various Social Media handles: twitter, Facebook, including written complaints from customers.