We keep hearing this same talks from this network providers and yet nothing ever changes.
Mr Wale Goodluck, MTN’s Corporate
Service Executive, has assured Nigerians
that the network would soon improve on
its service quality.
Goodluck made the assertion at the 76th
Telecoms Consumer Parliament organised
by the Nigerian Communications
Commission (NCC) in Lagos on Thursday.
He said at the event tagged “Data Service
Delivery: The Way Forward’’, the poor
service quality being experienced by
customers was as a result of a number of
challenges.
Goodluck said: “As service providers, we
want to say that NCC has a great role to
play and I am glad they are living up to
expectations.
“We will definitely begin to see
improvement in our services soon’’.
The corporate service executive said
Nigeria was still far from achieving the
best quality broadband in spite of efforts
by NCC and the other service providers.
He said that the contribution of
broadband to the economic and social
development of the country could not be
overemphasised.
He lauded the consumer parliament
saying it was a very useful channel for
the service providers to feel the pulse of
the consumers of their services.
Goodluck said that MTN had introduced a
data fair where customers were educated
on switching off data that they did not
subscribe to, thereby saving credit.
He said that in regards to unsolicited text
messages, they had been able to tackle
the issue of customers receiving
messages at ungodly hours.
“MTN has put in place measures to tackle
unsolicited messages at an ungodly hour,’’
he said.
Other service providers such as Airtel,
Globacom, Etisalat and Visaphone which
were present at the parliament said they
were working actively toward alleviating
the prevalent consumer complaints.
Mr Ibe Nwandu, Consumer Manager,
Airtel, said that in regards to unsolicited
text messages, the network had
established an anti-spam network with
which customers could activate the do-
not-disturb option and consequently
receive no message.
Nwandu said that dropped calls had to do
with the network availability which the
NCC was helping them to alleviate.
He cautioned customers on their use of
smart phones, saying that users should
switch off the services that they were not
making use of so as to save credit.
“Some of these smart phones that
customers are purchasing are actually
working against them if not properly
used.
“You should switch off data that you do
not want to use so as to prevent
depletion your funds,’’ Nwandu said.
Earlier, Dr Eugene Juwah, the NCC’s
Executive Vice Chairman, had expressed
displeasure with the poor service being
offered to customers by
network providers.
He said the challenges experienced by
customers were contradicting the pledge
of service providers to deliver good
services.
“NCC has provided an enabling
environment for data service delivery.
“Despite the progress made, Nigeria has
not achieved the required global
standard,’’ he said.
Juwah said the country had a broadband
policy that was very robust to provide
data delivery.
He said that in spite of the policy being in
place, NCC was very worried about the
kind of service provided by the service
providers.
Also speaking, Mrs Maryam Bayi, Director,
Consumer Affairs Bureau, said that what
was uppermost were the rights and
privileges of the customers which were
being tampered with.
She listed the most prevalent consumer
complaints as inability to browse,
abnormal depletion of data, unsuccessful
data renewal and unauthorised service
renewal.
Bayi said the bureau had visited some of
the customers care centres and
discovered that they were not up to
standard.
She urged the service providers to
upgrade them.
She also said that they had been
monitoring the service providers to see
that they complied with customers’
request.
“Customer satisfaction is the key to a
sustainable telecommunications industry.
“We are at the front, back and side of the
service providers and we want to see that
customers get value for their money,’’ the
director said.
She said that the commission had
provided channels through which
dissatisfied customers could lodge their
complaints.
According to her, some of these channels
are the NCC toll free contact centres,
consumer web portal and the outreach
programs. (NAN)
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