All network and non-network operators must resolve all complaints by their subscribers within 30 days, the Nigerian Communications Commission (NCC) has revealed in new regulation.
The commission disclosed this in its ‘Draft — Consumer Code of Practice Regulations’ document uploaded to its website on Monday.
The draft, says among others that, if subscribers are not satisfied with the result of an original complaint, they can choose to refer it to the commission after a month of expressing their dissatisfaction to their operator.
NCC said the original complaints by telecom consumers must be attended to within 30 days after original filing.
The new regulation states that, “In the event that a complaint, including any escalation process, has not been resolved to the consumer’s satisfaction within thirty days of being communicated to the licensee, the licensee shall advise consumers that they may refer the complaint to the commission,” it said.
“Any other dispute referred to the commission shall be resolved using the processes set out in its Dispute Resolution Guidelines or any Dispute Resolution procedure which the commission may deem appropriate in the circumstance.
“Where possible, consumers shall be advised when they make a complaint of the expected actions and timing for investigating and resolving the complaints.
“In the event that the licensee regards the complaint as frivolous or vexatious, the consumer shall be informed accordingly and if dissatisfied the consumer shall have the further recourse described below. In any event, no consumer complaint shall remain unresolved for more than three months.”
NCC said licensees (network operators and non-network operators) must provide information about their complaint process in various media and formats.
It added that in handling complaints, a policy entails a line of complaint procedure that is transparent, accessible, and effective and facilitates appropriate access to alternative dispute resolution.
It also said people with special needs and the elderly should be able to access complaint handling processes.
Also, the commission said network operators and non-network operators in the country must attend to enquiries concerning current service arrangements, including rates, terms and conditions for all services offered to the public, at retail offices, or on their websites within 96 hours.
However, the agency said, operators are at liberty to challenge the commission’s decision if not accepted.
