The theme of the event is: “Improving Service Delivery to Telecom Consumers: Key to Industry Sustainability".
TCP is one of the robust platforms designed by the Commission to facilitate interaction on issues of common interest among industry stakeholders. TCP has, over the years, provided a unique opportunity for the consumers of telecoms services to be enlightened and educated on burning issues in the industry.
The Deputy Director, Consumer Affairs Bureau, Alhaji Ismail Adedigba, while presenting the welcome address of the Director of Consumer Affairs Bureau, Mrs Felicia Onwuegbuchulam, stated that, Telecom Consumer Parliament, as well as other interface engagements designed by the Commission, such as the Consumer Outreach Programme (COP) and Consumer Town Hall Meeting (CTM) are usually held for effective engagement of telecoms consumers. Resolutions reached are usually implemented.
He said, “I am happy to inform you that key resolutions reached at the 83rd Edition of the TCP held in Lagos in April 2018 have been documented and forwarded to all relevant stakeholders for immediate implementation.
“Some of the resolutions are: Stop Value Added Services (VAS) automatic renewal and forceful subscription, and Implement a 2-step authorization of opt-in process for VAS subscription. On the strength of the above resolutions, the Commission has issued two directions and one of the directions became effective on June 26th, 2018.”
Speaking at the event, the Executive Vice Chairman of the NCC, Professor Umar Garba Danbatta said that the theme of the event is a theme of carefully chosen topical issues aimed at furthering discussions on how service providers can improve on the entire service delivery system.
The EVC stated that Telecoms service delivery is the totality of how telecom operating companies package, provide and deliver services to their consumers in a satisfactory manner.
According to Danbatta, “the term ‘Service Delivery’ embodies such elements as Quality of Service (QoS), Quality of Experience (QoE), Effective Customer Complaint Resolution, conducive ambience for customers at care centres (CCs), absence of nuisance calls or text messages that sometimes, irritate and annoy consumers.
“The popular clause that “Consumer is King” is held in high esteem in the Commission because everything we do focuses on how the consumers can get maximum value for money spent while also promoting competition among the telecom operating companies.
“Let me state that the commission is committed to protecting the interest of telecoms consumers at all time while also finding ways to addressing challenges facing the service providers.”
He reiterated that the ‘Do-Not-Disturb’ (DND) facility, which involves texting ‘STOP’ to 2442, to stop all unsolicited messages and the NCC 622 Toll-Free Line were set up specifically to ensure improvement in service delivery.
Panelists from various telecom companies responded to numerous questions from consumers and agreed to improve service delivery to consumers and also agreed to the resolutions that will be submitted to the Commission.