*The Nigerian Communications Commission restates its Telecom Consumer Assistance Resolution and Enquiries Helpdesk located at the Arrival Hall of the domestic wing of the Nnamdi Azikiwe International Airport, Abuja, remains a platform for consumers receive 鈥榮atisfactory solutions鈥� to their concerns while empowering them with requisite knowledge, resources to navigate the country鈥檚 telecoms landscape effectively

Isola Moses | 绿帽献妻

In line with its avowed 鈥渃onsumer-centric鈥� approach to regulatory affairs, and to address consumer pain-points in the telecoms ecosystem, the Nigerian Communications Commission鈥檚 (NCC) Telecom Consumer Assistance Resolution and Enquiries (TELCARE) Helpdesk has continued to offer consumers access to vital information and assistance, ensuring that no one exploits their rights.

The NCC, March 2023, had launched its Telecom Consumer Assistance, Resolution and Enquiries Desk, and conveniently located the facility at the Arrival Hall (Public Concourse C) of the domestic wing of the Nnamdi Azikiwe International Airport, Abuja (NAIA), FCT.

TELCARE was designed to cater to telecoms consumers within the vicinity of the country鈥檚 premier aviation gateway, and those flying into Abuja from various destinations nationwide, providing them access to vital information and assistance.

绿帽献妻 reports the Commission stressed the fundamental objective of the Helpdesk is to serve as a veritable one-stop platform to inform, receive and facilitate the resolution of telecoms consumer complaints at the strategic location.

TELCARE as a channel for telecoms consumers to seek assistance

The Commission said the TELCARE platform is also part of its expressed commitment to consumer protection and empowerment in the telecoms industry in Nigeria, said the Commission.

The NCC further stated: 鈥淭he TELCARE services encompass a range of consumer-centric initiatives, including consumer information and education, telecoms consumer assistance, resolution of consumer complaints, and acts as a channel for consumers to seek assistance on various telecoms concerns.

鈥淭he primary objective is to ensure that consumers receive satisfactory solutions to their concerns while empowering them with the knowledge and resources necessary to navigate the telecoms landscape effectively.鈥�

It was gathered that during his trip to the Kano State Zonal Office of the Commission late January 2024, Dr. Aminu Maida Executive Vice-Chairman and Chief Executive Officer (EVC/CEO) of NCC, in company with some top Management officials, took a detour to the NCC鈥檚 TELCARE Desk at Abuja Airport.

He also envisions reinforcing the function of the platform, especially in soliciting consumer feedback to improve responsiveness.

Reflecting on the significance of the facility at the Abuja Airport a year after also, the telecoms sector regulatory Commission, in an updated information on its corporate Web site, as well reaffirmed the Helpdesk operates during the hours of 9 a.m. to 5 p.m. from Monday to Saturday, excluding Sundays and public holidays.

Besides, the telecoms sector regulator noted the TELCARE helpdesk serves as 鈥渁 crucial mechanism for the Nigerian Communications Commission (NCC) to gather feedback from consumers and be better informed to advocate for their interests.

鈥淏y filtering and analysing consumer feedback, the Commission can address systemic issues, create awareness about its activities, and implement policies that prioritise consumer welfare.鈥�

The NCC reiterated that by providing accessible assistance, resolving enquiries, while advocating consumer rights, 鈥渢he TELCARE initiative ensures that telecoms consumers are informed, educated, and protected in their interactions with service providers.鈥�

Maida: 聽Excellent service delivery 鈥榓 necessity in consumer-centric telecoms industry鈥�

Meanwhile, Dr. Maida has said the Commission remains focused on activating his “consumer-centricity” leadership ideology as the plank of the Commission’s regulatory affairs cum excellence.

Dr. Maida, at several fora since his assumption of duty as the new helmsman at the Commission, has emphasised that this leadership approach is aimed at ensuring the Mobile Network Operators (MNOs) and other service providers continue to optimise their Quality of Service (QoS), ensure fairness and transparency in Short Messaging Service (SMS), voice and data plans in order to enhance consumers’ Quality of Experience (QoE) in the country鈥檚 telecoms space.

At diverse fora since his assumption of duty as the EVC/CEO of NCC, he has consistently stressed the need for the regulator to work with network operators to deliberately improve service quality, enhance telecoms consumer experience, stating that 鈥渆xcellent service delivery is a necessity鈥� in Nigerian telecoms industry.

Also in his Keynote Speech delivered at the 93rd Telecoms Consumer Parliament (TCP), held October 2024, in Abuja, FCT, the EVC/CEO of NCC further reaffirmed the Commission鈥檚 overarching goal of attaining a 鈥渃onsumer-centric telecoms industry鈥� that prioritises the need for service providers to boost consumers鈥� QoE, ensure fairness and transparency in service tariffs in the telecoms space in Nigeria.

Maida restated in his speech: 鈥淥ur goal is to create a truly consumer-centric telecoms industry, in which consumers feel valued, informed, empowered, and satisfied with the services they receive.鈥�

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