Telecom services consumers who are discontent with services offered to them by any of the Service Providers have a right to get their situation rectified by reporting to NCC after they must have complained to their respective service providers and are still not pleased with the responses.
To address cases of consumer dissatisfaction, the Commission has outlined the procedures consumers need to follow in reporting their grievances caused by unsatisfactory services rendered by a Mobile Network Operator (MNO). The following are procedures to follow:
(a) When dissatisfied with telecom services:
The consumer should contact the service provider, whose services or product they are not pleased with; lay a complaint, and get a complaint ticket number.
Having done all that, if the issue is not satisfactorily sorted out by the service provider, the consumer should now contact NCC through any of the following:
i. Complete a Digital Complaint Form on the Consumer Web Portal (www.ncc.gov.ng/consumer) or forward an e-mail to gain entrance into any of the NCC offices listed below to make a complaint.
OR
ii. Write a letter addressed to NCC and submit to any of the addresses listed below. The letter, either handwritten or typed, should be legible, precise, and not more than two (2) A4 pages. The letter must be signed by the dissatisfied consumer.
OR
iii. Call the NCC Contact Centre Toll-Free number 622 to lay the complaint providing the ticket number given by the operator.
OR
iv. Send email to
(b) When lodging a formal complaint:
You must include required information such as the name, address, Phone number(s), fax, or email of the dissatisfied consumer; a statement of the problem and duration (how long the problem has lasted); a brief explanation of the circumstance that led to the complaint; the name of the service provider and the telephone number that has the problem; the date you contacted the service provider about your complaint; and copies of any relevant supporting documentation to assist in our investigation.
(c) What happens when a consumer’s complaint is received by NCC Consumer Affairs Bureau?
The Consumer Affairs Bureau analyses the complaint and starts investigations immediately. The Bureau will mediate as appropriate to resolve the issues.
(d) Will NCC Consumer Affairs Bureau give feedback to the consumer who lodged a formal complaint?
Yes. In situations where investigations are concluded in less than 48 hours, the dissatisfied consumer will be reached by phone or email. This communication can also be in writing.
(e) Do I have to pay for the services of the Consumer Affair Bureau?
No. The services of the CAB are rendered FREE OF CHARGE.
(f) Can an aggrieved consumer sue the service provider in a law court over a breach of contract?
Yes. However, in line with the provision of the Nigeria Communications Act (NCA) 2003, a dissatisfied consumer should first seek redress with the Service Provider and later with NCC. A court action may be considered as the last option.
(g) What avenues for redress are available within NCC?
The NCC has two distinct redress processes available. These are:
i. Consumer Complaints Resolution Process
ii. Arbitration Process
(h) What issues can consumers complain to NCC about?
Doubtful bills, Arbitrary disconnection of lines, Nonchalant attitude towards genuine complaints, poor services delivery, inappropriate or deceptive advertisements, unauthorized increase in price, the supply of sub-standard equipment, exploitation, and invasion of privacy, and any matters connected hitherto.
FOR ANY COMPLAINTS: Contact your service provider, if you are dissatisfied with the intervention from your service provider, call NCC Toll Free Number 622
FOR ONLINE COMPLAINTS
Send email to www.ncc.gov.ng
[email protected]
Follows us on Twitter: @consumersncc
Consumer Web Portal: www.ncc.gov.ng/consumer
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