The Nigerian Communications Commission (NCC) has announced that only 24 out of the 3019 complaints lodged by consumers across the major networks in the country in the first quarter of the year 2021 had not yet been resolved at the close of the quarter
This translates to a 99.2% successful resolution of service-related complaints received from telecom consumers across the major network operators in Q1, 2021 through the following channels: the Commission’s Contact Centre which manages the toll-free number 622, NCC Consumer Portal, NCC social media platforms and written complaints.
This announcement was made via the Q1, 2021 Report on Complaint Management issued by the Consumer Affairs Bureau of the Commission adding that the 24 pending cases had been escalated to the service providers for resolution.
According to the Q1, 2021 Report on Complaint Management issued by the Consumer Affairs Bureau of the Commission, a total of 3,019 consumer complaints were received from four complaint channels established by the Commission as compared to 2,854 complaints received in the Q1, 2020.
The consumer complaint channels include the Commission’s Contact Centre, through which the toll-free number 622 is managed, NCC Consumer Portal, NCC social media platforms and written complaints.
An analysis of the complaints by Complain channel showed that 2,759 (91.4 per cent) came through the NCC Contact Centre; 188 (6.2 per cent) were received via the NCC Consumer Portal; 50 (1.7 per cent) complaints came to the Commission through its various social media platforms, while 22 (0.7 per cent) were written complaints.
With respect to breakdown by service providers’ customers, 1,261 (51.8 per cent) of the total complaints were lodged by MTN customers, 973 representing 32.2 per cent relate to Airtel subscribers, 549 (18.2 per cent) were accounted for by Globacom subscribers; 179 (5.9 per cent) by 9Mobile customers, while the remaining 52 complaints came from customers of other licensees.
On a month-on-month basis, 971 complaints were received in January, 1,039 in February and 1,009 in March. The report also shows that issues related to billings, quality of service/experience for voice as well as quality of service/experience for data were the three topmost complaint types from telecom consumers in the period under review.