The Consumer Protection Council (CPC) on Wednesday requested the Nigerian Communications Commission (NCC) to draw out a special compensation plan for telecoms subscribers for the continued poor service quality by mobile phone networks in the country.
It warned that the continuing consumer rights abuses by the operators had reached “intolerable” pitch.
Speaking in Abuja during a courtesy visit to Executive Vice Chairman of NCC, Prof. Umar Garba Danbatta, CPC’s Director General, Mrs. Dupe Atoki outlined the violations of consumer rights by the mobile network operators to include poor quality of service-especially high rate of drop calls and unsolicited text messages, even at odd hours.
Other infractions include unauthorised conscription of consumers into some telecom services or packages, especially caller tunes, without easy opting out options. She said the identified breaches required “immediate regulatory attention”.
According to her, other concerns bothered on the disruption of internet service without prior notice to consumers; lack of compensation for down times; unfavourable data roll-over terms; and non-provision of detailed billing information on used data. Other are the unfavourable customer care centres; ineffective customer care lines; and non-transparent sales promotion terms and conditions.
She said:”There should be a compensation policy put in place, where in if you have been short-changed for 10 seconds, you get your money back. And if that can be cumulative, in a month, or in a quarter, that amount of money that has consistently being short-changed can be calculated and remitted to the consumer whether at the equivalent in cash or in airtime.”