The Nigerian Communications Commission (NCC) has met with Senior Executives of telecommunication companies and reemphasized that subscribers’ unused data must be rolled over to subsequent data subscription.
TheNewsGuru.com (TNG) reports NCC during the meeting held recently with the top execs of the telecom companies said this is the solution to the perennial issues bothering on unused data rollover.
At the meeting, which focused on consumer relations and complaint management processes, the NCC restated that its directives of June 2018 to service providers to commence implementation of data rollover from 26 June 2018 remain in force.
According to a statement by Dr. Ikechukwu Adinde, Director, NCC Public Affairs, the Commission and the telecom service providers agreed that the compensation policy should be revisited and complied with at all times.
“This is to ensure full compliance with the new Complaint Categories and Service Level Agreement (CC/SLA) consented to by the NCC and the service providers in the telecommunication ecosystem.
“Additionally, it was decided that the Commission and telecom service providers will hold follow-up discussions on “Fair Usage Policy” on unlimited data bundles/data rollover, in order to provide a clearer explanation and better understanding of the processes and procedures of the policy for the benefit of the consumers.
“In other words, a subscriber’s unused data must be rolled over to his/her subsequent data subscription. Therefore, the Commission urges service providers to continue to inform and educate subscribers on the procedures and processes for data rollover,” the statement reads.
During the meeting, service providers also agreed to ensure that senior-level customer relations officers support their respective complaints management teams to resolve complaints that were not resolved to the satisfaction of the consumers when such complaints were first reported.
The service providers also promised to ensure that complaints are resolved in both the letter and spirit of the recently-reviewed Service Level Agreement (SLA).
With respect to services subscribed to through third parties (such as banks), which are not rendered, the meeting resolved that telecom service providers should explore initiating service level agreement with banks to ensure uniformity and speed in the resolution of complaints relating to billing.
All parties to the meeting equally agreed that telecom service providers will carry out pervasive consumer education and enlightenment campaigns about their products and services to ensure their subscribers have the information they require to make informed decisions and get value for money spent.
TNG reports the meeting of NCC with the Senior Executives of telecommunication companies is a bi-annual meeting, which has held regularly since 2018, focusing on ensuring improvement in Quality of Service (QoS) and Quality of Experience (QoE) in the telecom industry.
It has served as a veritable platform for the Commission and service providers to discuss and agree on measures that will enhance prompt and effective consumer complaint resolution in telecom service provision in Nigeria.