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Group takes telecoms firms to task over service

07 April 2014, 13:25

Lagos-  The Consumer Protection Council (CPC) has advocated for direct compensation  for subscribers if telecommunications operators shortchanged them.

Director General of CPC, Dupe Atoki, said her council was already working with the Nigeria Communications Commission (NCC) to ensure that telecoms service providers provided value for paid services or in the alternative provide direct compensation to subscribers.

She noted that while the NCC's frequent sanctions had helped to put operators in check, the approach had not benefited the subscribers who were on the receiving end of poor quality service delivery.

"We commend the NCC for their effort in checking the poor quality service been provided by telecoms operators. Without the sanctions imposed on them, we believe that things would have been worst. However, we are of the opinion that the issue goes beyond sanction. Sanctions are good but they are not enough. We need to adopt another approach of making operators provide services that are already paid for. They need to accept full responsibility for their failures and compensate subscribers who are shortchanged," she said.

Atoki hinted that a committee comprising of NCC and CPC officials had been set up to come up with the new approach which would focus more on compensation for subscribers.   

Speaking further on the new approach, Atoki said, “From our side, as the protector of consumers, what we believe the operators should be thinking about is at the minimum how to refund the unused airtime that subscribers have paid for which due to whatever reason has not given value for money.

“I believe the time has come for the operators to recognise the fact that they have an obligation to the consumers to make sure they get value for money.”

The CPC executive, while assuring consumers of better days ahead, pointed out that the CPC’s intervention will extend to all sectors of the economy and that products and services must meet international standards.

-CAJ News

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