The Nigerian Communications Commission (NCC) may soon sanction some telecoms operators over poor handling of customer complaints resolutions, even as the commission and other private concerns have started tracking consumer complaints’ trend on mobile networks, New Telegraph has gathered.
Telecoms consumers lately have been complaining about the quality of attendance they get when trying to call dedicated customer care lines of most operators in the area of customer compliant resolution.
“Indeed, telecoms consumers complain every now and then that they are not getting the best of service when it comes to accessing the net-works’ customer care lines to resolve consumers’ complaints and the regulator is not happy about this also and failure to improve may lead to fresh sanctions on the regulator,” a source told New Telegraph at the weekend.
Executive Vice Chairman, NCC, Dr Eugene Juwah, had warned at a recent Telecoms Consumer Parliament (TCP) in Lagos; on the need for telecoms operators to improve their customer care platforms to be able to resolve complaints arising from the services they provide to their subscribers.
Our correspondent gathered that, as a forerunner to possible sanction and to keep the operators on their toes to take corrective measures, the Commission has started tracking the volume of complaint level on mobile networks.
According to NCC, while the level of complaints on voice services is yet to abate, those associated with data services have also emerged. For instance, NCC has released figures data service complaints recorded by the telecoms networks from July to October 2014. Agency report
