NCC plans direct compensation from telecoms operators to subscribers

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Wednesday, March 11, 2015 9.35 AM / Contributed by Udo Udoma & Belo-Osagie / ILO

Telecoms - Nigeria, United Kingdom and global deals
After receiving complaints from the customers of Nigerian mobile telecommunication operators over the years, the National Communications Commission (NCC) has finally resolved to institute modalities to ensure that subscribers are directly compensated for poor quality of service by their service providers.

In December 2014 the director of the NCC's Consumer Affairs Bureau confirmed that the NCC receives about 40,000 complaints per day from subscribers across Nigeria.

In the past, the NCC's strategy of dealing with persistent breaches was to impose financial penalties on service providers, which were payable to the Nigerian government.

Subscribers felt aggrieved by this arrangement. The argument that has consistently been made is that subscribers are the victims of poor quality and service; but instead of them being compensated, the government was profiting at their expense by collecting and retaining the penalties imposed on service providers.

In order to address these complaints, the NCC has set up an internal committee to devise a compensation strategy and has directed telecommunications operators to formulate a compensation plan before the end of January 2015.

This plan is expected to specify the compensation to which a subscriber will be entitled in the event that he or she suffers poor quality of service. It is still unclear whether this directive has been complied with by the operators.

For further information on this topic please contact
Jumoke Lambo or Godson Ogheneochuko at Udo-Udoma & Belo-Osagie by email (jumoke.lambo@uubo.org or godson.ogheneochuko@uubo.org).

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