The latest consumer complaints report of
the Nigerian Communications Commission indicates that the Commission received a
total of 13,880 complaints from subscribers. According to the report “The
number of complaints decreased from 17,247 in Q4 (2017) to 13,880 in Q1 2018
(approximately by 20%). This can largely be attributed to the rise in the level
of consumer awareness and activation of Do-Not-Disturb (DND) services.”
“Billing
Issues account for the highest number of complaints received during the quarter
(51%), while Value Added Services (VAS) and Call Setup complaints account for
the second and third highest number of complaints received by the Commission
with 14% and 8.4% respectively.”
Meanwhile, analysis of the subscribers’ activities on
the Internet for 90 days reveals that subscribers had varied queries for the
services and expressed concerns. Analysis shows that subscribers expressed concerns
on products than customer services. Majority of the subscribers searched for
information on data plan and airtime purchase during the period. They equally
had questions on how to transfer credit, recharge and borrow airtime.
Analysis suggests that the providers have to address
these queries and concerns. MTN needs to provide tailored solutions to the
subscribers in Gombe, Cross River, Bayelsa, Ondo, Imo, Plateau and Kebbi states.
These states had the highest number of subscribers who had interest in MTN. Glo
also needs to provide acceptable solutions to subscribers in Kebbi, Delta, Ondo
and Benue. In these states, subscribers wanted solutions to issues on products
and how to recharge their numbers. Airtel should use its resources in Taraba,
Sokoto, Ebonyi, Bauchi and Edo states for the provision of the needed
solutions.
Addressing the queries and
concerns would save the providers from the Nigerian Communications Commission,
the country’s telecommunications regulatory agency, which
vowed to deal with telecoms service providers that treat customers with levity,
saying consumers remained kings as far as the business of
telecommunications is concerned. According to the Commission, it is imperative that consumers received
value for money.
Nice one. The more customers become aware of value of their money, the better service delivery of the TELECOM industry. Anyone of them who remains complacent will surely lose subscribers.
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