NCC Resolves 98% Consumer Complaints in 15 Months

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…Urges consumers to follow established channels of complaints reporting.
…Reiterates commitment to improving QoS, QoE.

98% of the total service-related complaints received from telecoms consumers within a 15-month period, spanning January 2019 to April 2020, have been successfully resolved, the Nigerian Communications Commission (NCC) has said in a report.

NCC Resolves 98% Consumer Complaints in 15 Months - Brand Spur
Professor Umar Garba Danbatta, Executive Vice Chairman, Nigerian Communications Commission (NCC).

Besides this declaration, the Commission has reiterated its commitment to ensuring improvement in the Quality of Service (QoS) and Quality of Experience (QoE) for the nation’s over 190 million telecom subscribers, even as the global community grapples with the challenges of containing the spread and management of COVID-19 pandemic.

According to the Commission, in the period under review, 26,169 complaints were received and managed by the Commission to the satisfaction of the overwhelming majority of telecom consumers. Of that number, 25,575, representing 98 percent of the total complaints received were expeditiously resolved.

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Many of the satisfied consumers reverted to either acknowledge the prompt resolution of their complaints or to thank the Commission for its intervention in service-related issues between them and their respective service providers.

The complaints were received through all the Commission’s official channels of communication. These include 24,481 complaints received through Commission’s Contact Centres; 1,007 complaints received through the NCC Consumer Portal; and 296 others received as written complaints submitted at NCC Head Office in Abuja and at the Commission’s five zonal offices in Lagos, Enugu, Port Harcourt, Kano and Ibadan.

Complaints also reached the Commission through its official email while 366 of the complaints were transmitted to the Commission through its social media handles on Facebook, Twitter, Instagram, LinkedIn, and the specially-dedicated Twitter handle for consumer issues (@ConsumersNCC).

Also, 19 complaints were also referred to the Commission during the period through the Twitter account of Honourable Minister of Communications and Digital Economy, Dr. Isa Ali Ibrahim Pantami.

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According to the Executive Vice Chairman (EVC) of NCC, Prof, Umar Danbatta, “the Commission is pleased to find that consumers are increasingly accessing the numerous complaint channels instituted by the Commission to resolve second level complaints brought to its attention.”

The EVC said the NCC has emplaced all the channels to enable consumers to escalate to the Commission complaints earlier reported to their service providers that may not have been addressed promptly and/or satisfactorily.

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“It is important to note that Commission’s actions in this regard is in congruence with NCC’s mandate to protect and defend the rights of the consumer, and to give concrete expression to its faith in the consumer as the lifeblood of the telecom sector, and therefore deserving of priority attention as enshrined in the Nigerian Communications Act (NCA) 2003,” Danbatta said.

He emphasised the Commission’s commitment to taking several steps, in collaboration with relevant stakeholders, to continuously improve QoS both for voice and data services.

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According to him, such responsibility has become more imperative, in view of the outbreak of COVID-19 and the attendant necessities for containing the contagion, giving that telecom consumers, in their majority, have come to rely more on telecom services in order to cope with the restrictions to physical movement and close contacts.

Danbatta assured consumers of NCC’s readiness to sustain existing measures put in place to sustain improvement in QoS, in order to reduce incidents of complaints and to ensure the overall protection of the rights of the telecom consumer.

“Such measures include monthly engagement sessions with operators on QoS; quarterly QoS Industry Working Group (IWG) meetings on QoS; continuous engagement with the Nigerian Governors’ Forum (NGF) on Right of Way (RoW) issue; regular publication of QoS performance data on the Commission’s website; instituting benchmarking drive test across the country to measure the performance of each operator; establishing new QoS measurement mechanisms for assessing operators’ performance across all states of the Federation, among others,” Danbatta emphasised.

The EVC assured telecom consumers of its readiness to address every challenge stifling robust delivery of telecom services, and he urged that:telecom consumers should continue to report challenges about quality of service, first with their service providers, and if not satisfied with the handling of the complaints by service providers, the consumer may then escalate the matter to the Commission through various channels provided as mentioned above.”

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NCC Resolves 98% Consumer Complaints in 15 Months - Brand SpurNCC Resolves 98% Consumer Complaints in 15 Months - Brand Spur

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NCC Resolves 98% Consumer Complaints in 15 Months - Brand SpurNCC Resolves 98% Consumer Complaints in 15 Months - Brand Spur

Latest News

MC Payment Poised To Become Singapore’s First Listed Digital Payments Firm

 

  • To become first digital payments service provider listed on SGX
  • RTO of Catalist-listed Artivision Technologies Ltd. approved at EGM with expected completion on 18 Feb 2021
  • Artivision Technologies Ltd. will be renamed to MC Payment Limited
  • Well-positioned to capitalise on ASEAN's booming digital payments market

 

SINGAPORE - Media OutReach - 26 January 2021 - Artivision Technologies Ltd. (SGX:5NK) ("Artivision", the "Company" or the "Group") shareholders approved the proposed reverse takeover (RTO) of electronic payments company, Mobile Credit Payment Pte. Ltd. ("MC Payment"), at an Extraordinary General Meeting (EGM) in Singapore last Friday. With the expected completion of the acquisition on 18 February 2021, Artivision will be renamed MC Payment Limited, and is set to become the first listed digital payments services firm on the SGX-ST.

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Established in 2005 and regulated by the Monetary Authority of Singapore (MAS) under the Payment Services Act 2019, MC Payment holds a major payment institution licence and is a Singapore-based, online-to-offline (O2O) financial services technology company with a fully integrated platform and with a focus on servicing merchants in the retail, transportation and food and beverage industries.


The proposed acquisition of MC Payment is expected to be completed on 18 February 2021. ZICO Capital is the Sponsor and Financial Adviser in respect of the Proposed RTO and Evolve Capital Advisory is the financial adviser to MC Payment.


The Company is of the view that MC Payment's listing comes at an opportune time, with digital payments surging in Southeast Asia amidst the rise in online and e-commerce transactions, in light of safe-distancing measures imposed by respective government and general public's concerns over the COVID-19 outbreak. The Group retains a competitive edge with its accessibility, omni-channel unified commerce capabilities and ability to leverage on its platform for additional business enhancing value-added services, leveraging on its position as one of the few licensed payment providers with a regional presence and a scalable payment infrastructure.


Currently, MC Payment has a presence in four countries - Singapore, Malaysia, Indonesia and Thailand - with ambitions to become a regional player. With digital payments in ASEAN expected to triple to US$1.5 trillion (S$2 trillion) by 2030[1], the Group is well-placed to capitalise on this significant and growing market opportunity, given its established infrastructure and expanding geographical footprint.


Future growth avenues for the Group include penetrating new geographical markets through mergers and acquisitions, joint ventures and/or franchises, developing new technology and other payment solutions, as well as rolling out new value-added services for merchants, to boost customer retention and expand its customer base.


"We're expecting a robust growth trajectory for the Southeast Asian payments industry, following a surge in digitisation, spurred by increased access to 5G mobile technology, blockchain and AI, coupled with the rapid rise of e-commerce. We look forward to an exciting future in the digital payments industry, one that is filled with immense possibilities and opportunities," said MC Payment Chief Executive Officer, Anthony Koh.



[1] This information was extracted from a media release entitled "Digital payments in Asean to triple to US$1.5t by 2030: report" published by The Business Times on 16 October 2020, which can be accessed at: https://www.businesstimes.com.sg/asean-business/digital-payments-in-asean-to-triple-to-us15t-by-2030-report#:~:text=DIGITAL%20payments%20in%20Asean%20are,Global%20Research%20Asean%20Next%20report., data accessed on 26 January 2021.



 

This press release prepared by MC Payment. (the "Company") does not constitute, or form part of, an offer to sell or the solicitation of an offer to subscribe for or buy any securities, nor the solicitation of any vote or approval in any jurisdiction, nor shall there be any sale, issue or transfer of the securities referred to in this press release in any jurisdiction in contravention of applicable law. Persons requiring advice should consult their stockbroker, bank manager, solicitor, accountant or other independent financial consultant.


This press release should not be relied upon as a representation of any matter that an advisor or potential investor should consider in evaluating the Company. The Company and its related bodies corporate or any of its directors, agents, officers or employees do not make any representation or warranty, express or implied, as to the accuracy or completeness of any information, statements or representations contained in this press release, and they do not accept any liability whatsoever (including in negligence) for any information, representation or statement made in or omitted from this press release.


This press release contains certain forward looking statements which involve known and unknown risks, delays and uncertainties not under the Company's control which may cause actual results, performance or achievements of the Company to be materially different from the results, performance or expectations implied by these forward looking statements. The Company makes no representation or warranty, express or implied, as to or endorsement of the accuracy or completeness of any information, statements or representations contained in this press release with respect to the Company.


It is acknowledged that the Company will not undertake any obligation to release publicly any revisions or updates to these forward-looking statements to reflect events, circumstances or unanticipated events occurring after the date of this press release except as required by law or by any appropriate regulatory authority.

About MC Payment

MC Payment is principally engaged in the provision of merchant payment services and digital commerce enabling services, offering online-to-offline (O2O) solutions through a fully integrated platform with a focus on servicing merchants in the retail, transportation and food and beverage industries. Its end-to-end payment platform offers comprehensive solutions for merchants, ranging from hardware and software to data analytics and other technology-driven, value added services tailored to specific industries. Its solutions cater to merchants with both on-line and off-line presences, provided through a unified platform digitalising engagements across all channels. MC Payment currently has a presence in four geographical markets - Singapore, Malaysia, Indonesia and Thailand - with ambitions to become a regional player.


For more information, please visit us at http://mcpayment.com/

NCC Resolves 98% Consumer Complaints in 15 Months - Brand Spur

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