The Nigerian Communications Commission (NCC) has called on Nigerians to report service providers that fail to resolve any issue raised by customers.
These issues could range from doubtful bills, arbitrary disconnection of lines, carefree attitude towards genuine complaints, poor service delivery, inappropriate or deceptive advertisements, unauthorized increase in price, the supply of sub-standard equipment, exploitation, to an invasion of privacy.
Nigerians daily take to the social media handles of the service providers to make complaints.
Steps for lodging complaints
When dissatisfied with telecom services:
The consumer should contact the service provider to make a complaint and obtain a complaint ticket number.
However, when the service provider does not satisfactorily resolve the issue, the consumer should contact NCC through any of the following:
- Complete a Digital Complaint Form on the Consumer Web Portal (www.ncc.gov.ng/consumer) or send a mail to walk into any of the NCC offices listed below to make a complaint.
- Write a letter to NCC and submit to any of the addresses listed below. The letter, either handwritten or typewritten, should not more than two (2) A4 pages. The letter must be signed by the dissatisfied consumer.
- Call the NCC Contact Centre Toll-Free number 622 to lodge the complaint providing the ticket number given by the operator.
- Send email to email@example.com
However, when lodging a formal complaint, one must provide the information below:
- Phone number(s).
- Fax, or e-mail 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.
- Name of the service provider and the telephone number that has the problem.
- The date you contacted the service provider about your complaint.
- Copies of any relevant supporting documentation to assist the investigation.
What happens when NCC receives a consumer’s complaint
When the Commission receives a complaint, the Consumer Affairs Bureau analyses the complaint and starts investigations immediately.
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Where investigations are concluded in less than 48 hours, the dissatisfied consumer will be reached by phone or e-mail.
However, communication can also be in writing.
Additionally, dissatisfied customers can also call NCC Toll Free Number, 622.