By Oluwakemi Ishola
The Nigeria Communication Commission (NCC) has instructed telecommunication companies to henceforth roll over subscriber’s unused data to his/her subsequent data subscription.
This was disclosed in a statement signed on Thursday by the agency’s spokesperson, Ikechukwu Adinde.
According to the statement, the agency reached the conclusion during its bi-annual meeting with Senior Executives of telecommunication companies on complaints management.
The meeting which was held (for the first time) virtually focused on consumer relations and complaint management processes.
Adinde revealed that the NCC and the telecom service providers at the meeting agreed that the compensation policy should be revisited and complied with always to ensure full compliance with the new Complaint Categories and Service Level Agreement (CC/SLA) consented to by the NCC and the service providers.
“Additionally, it was decided that the Commission and telecom service providers will hold follow-up discussions on “Fair Usage Policy” on unlimited data bundles/data rollover, in order to provide a clearer explanation and a better understanding of the processes and procedures of the policy for the benefit of the consumers.
“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.
“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,” the statement read in part.
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.
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).
