Out of 6,163 complaints from telecommunications subscribers in the second quarter of 2016, 4,739 were resolved, giving a resolution of 76.9 percent, Nigerian Communications Commission (NCC) has said.
“The complaints received in the second quarter reduced by 17,531 or by 73.99 percent compared with that of the first quarter when we received about 23,694 complaints” said Abdullahi Maikano, Director, Consumer Affairs Bureau, NCC.
“Other complaints we received include the issues of recharge cards, Short Messaging Services (SMS)/Multi Media Services (MMS), Subscriber Identification Module (SIM) and Value Added Services (VAS).Also, Third Generation (3G) services, Porting, Caller Line Identification Presentation (CLIP)/Caller Line Identification Restriction (CLIR) among others,’’ he said.
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Maikano explained that of the 4,718 “bill issues’’ received in the second quarter, 3,542 of them were resolved, a resolution of 75 per cent, while for the 39 call center issues, 30 or 76.9 percent were solved.
He added that for the call set-up issues of 166; 142 or 85.5 per cent were taken care of; the only one faulty terminal report was not resolved, while there were six health problems and three or 50 percent were resolved.
An investigation shows that 215 internet service issues were received by the telecommunications umpire and 164 or 76.3 per cent of them were taken care of; promotion complaints were 76 and 56 or 73.7 per cent resolution was reached.
He explained that there were 75 complaints regarding recharge cards and 50 or 66.7 per cent were solved and 272 SMS/MMS issues were received with 212 or 77.9 percent resolved. “Also, 138 SIM issues received, and 109 or 78.9 per cent resolution was attained”.
He said that the commission received 422 complaints with regards to VAS and was able to resolve 402 or 95.3 percent, while it had a 100 percent resolution of the two issues received in 3G services.
“The investigation showed that the two most common complaints are billing (4718) and VAS (422). We expect that with the adoption of the “Do Not Disturb’’ (DND) directory, that VAS complaint will reduce considerably.
However in line with the Commission directive concerning Auto-Renewal of Data Services and Automatic Roll-Over, the billing claims will also reduce drastically,’’ Maikano assured.
