The Nigerian Communications Commission has said it will not tolerate
telecoms service providers that treat consumers with levity.
The commission said consumers remained kings as far as the business
of telecommunication was concerned, and that it was primarily
established to ensure that consumers received value for their money.
Mr Ismail Adedigba, head, Information and Reference Consumer Affairs
Bureau of NCC stated this while speaking at the 96th edition of NCC
Consumer Outreach Programme, with the theme: “Using Information and
Education as Tools for Consumer Empowerment and Protection”.
He said the meeting was to ascertain major complaints from mobile
telecom users, against service providers, so as to properly educate them
on how to seek redress, while also speaking to the service providers on
the dangers of not complying with consumers’ requests.
Adedigba who was addressing issues relating to receipt of unsolicited
text messages by consumers said the NCC has dedicated numbers which if
activated can stop all unwanted text messages to consumers, and that the
service providers were obligated to honour such requests without delay.
He said the tripartite meeting involving mobile telecoms service
providers, consumers and the commission was aimed at ensuring that the
kingship of the consumers was stressed.
Adedigba explained that service providers existed solely because of
the consumers,therefore, the consumers should be accorded rights to
information, education, fair hearing, choice and safety.
“We are here to provide complaints desks so that consumers can
resolve issues with their service providers such as unsolicited SMS,
automated renewal of data, without prior knowledge of the user and
rollover of unfinished data.
“These complaints can be regulated by NCC when consumers call the 622
toll-free line or text `STOP’ to 2442 (the Do-Not-Disturb ‘DND’ short
code for unsolicited SMS),” Adedigba said.
Director of Consumer Affairs Bureau, Mrs Felicia Onwuegbuchulam who
was represented by the Head, Public Relations (NCC), Reuben Muoka urged
mobile telecom users to utilise toll-free lines and Customer Care
Centres of NCC to relay complaints taken to service providers but
yet-to-be resolved.
Onwuegbuchulam said that consumers were target beneficiaries and should be protected from untoward issues from providers.
“They have to be protected from wrong choices and exploitations and informed of their rights.
“These rights include being properly informed and educated, right to
take decisions, correct information with understandable language that is
relevant, current and timely,’’ she said.
Commissioner for Information and Public Enlightenment, Mr C. Don
Adinuba, who was represented by the Senior Special Assistant to the
Governor on Broadcast Media, Mrs Ifunanya Abass commended NCC for
organising a forum for telecom consumers, saying; ‘information is key’.
Adinuba promised synergy with NCC through the provision of media
platforms in Anambra to readily inform users on how to demand for
services.
“Mobile users are not properly educated on how to relate with service
providers. With this kind of forum, they can take charge,’’ he said.