The Federal Government has told phone companies that its directive on mandatory rollover of Nigerian phone subscribers’ unused data remains in force.
The Nigerian Communications Commission (NCC) handed this reminder to senior executives of telecoms companies at a recent virtual meeting, Dr. Ikechukwu Adinde, Director, Public Affairs at the telecoms regulator says today in a statement made available to Technology Times.
The regulator’s stance may come as a relief to the nation’s internet users, with a majority of them going online on mobile devices.
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Nigeria’s telecoms market had 286,522,926 phone lines out of which 199,307,796 are active; and 147,148,307 active Internet connections, as of July this year, according to NCC’s official data.
“The Commission hereby wishes to restate that its direction of June 2018 to service providers to commence implementation of data rollover from 26 June 2018, remains in force”, Adinde says the telecoms company executives were told at the regular bi-annual meeting with the NCC.
Adinde says that, “in other words, a subscriber’s unused data must be rolled over to his/her subsequent data subscription. Therefore, the Commission urges service providers to continue to inform and educate subscribers on the procedures and processes for data rollover.”
He says that NCC and telcos decided at the meeting to hold follow-up discussions on “Fair Usage Policy” on unlimited data bundles/data rollover, “to provide a clearer explanation and better understanding of the processes and procedures of the policy for the benefit of the consumers.”
The meeting which focused on consumer relations and complaint management processes agreed that the compensation policy should be revisited and complied with at all times.
This is to ensure full compliance with the new Complaint Categories and Service Level Agreement (CC/SLA) consented to by the NCC and the service providers in the telecommunication ecosystem, according to the regulator.
Service providers also agreed to ensure that senior-level customer relations officers support their respective complaints management teams, to resolve complaints that were not resolved to the satisfaction of the consumers when such complaints were first reported, NCC says.
“The service providers also promised to ensure that complaints are resolved in both the letter and spirit of the recently-reviewed Service Level Agreement (SLA)”, according to him.
“With respect to services subscribed to through third parties (such as banks), which are not rendered, the meeting resolved that telecom service providers should explore initiating service level agreement with banks to ensure uniformity and speed in the resolution of complaints relating to billing”, the regulator says.
“All parties to the meeting equally agreed that telecom service providers will carry out pervasive consumer education and enlightenment campaigns about their products and services to ensure their subscribers have the information they require to make informed decisions and get value for money spent”, Adinde adds.
NCC says the bi-annual meeting, which has held regularly since 2018, focuses on ensuring improvement in Quality of Service (QoS) and Quality of Experience (QoE) in the telecoms industry.
“It has served as a veritable platform for the Commission and service providers to discuss and agree on measures that will enhance prompt and effective consumer complaint resolution in telecom service provision in Nigeria, according to the regulator.