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Customers may lose inactive phone numbers as NCC proposes new guidelines for telcos

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1 year ago

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The Nigerian Communications Commission (NCC) has published new guidelines for telecommunications companies (telcos) to improve customers’ experience.

The commission said the publication was in accordance with section 57 of the NCC act to allow stakeholders to make contributions to the policy.

The new NCC guidelines, titled, ‘Draft Quality of Service Business Rules’, stipulate the minimum quality and standards of service, associated measurements, and key performance indicators for measuring the quality of service.

In the document, NCC directed telcos to attend to customers within 30 minutes upon arrival at any of their service centres across the country.

“For customer care centres, waiting time to be physically attended to by relevant staff at customer care centres is 30 minutes. The licensee shall provide means of measuring the waiting time, starting from the time of arrival at the premises,” the document reads.

The commission also said telcos must ensure that customers can speak to a customer care representative within five minutes when they call a telco’s helpline.

“Lines should not be more than three times; maximum number of rings before a call is answered by either an IVR machine or a live agent should not be more than five; and where a customer decides to speak to a live agent, the maximum duration allowable on the queue/IVR should be 5 minutes before answer,” NCC said.

“In exceptional cases where a live agent may be unavailable within five minutes to answer the call, a customer should be given an option to hang up to be called back within a maximum time of 30 minutes.

“Customer care lines that can be accessible through 21 free access numbers and if 1 number then it should accommodate multiple other network calls at the same time.”

The commission said “subscribers may lose their numbers within a year if they do not use it”.

“A subscriber line may be deactivated if it has not been used, within six months, for a Revenue Generating Event (RGE), and If the situation persists for another six months the subscriber may lose their number, except for a network-related fault inhibiting an RGE.”

“Deduction of line rental charge is regarded by RGE.

To recover their lines, the commission said subscribers must provide “proof of good reason for absence is at liberty to request for line parking.”

On credit alert while on call, telcos are expected to send “a single short-beep to the call initiator 2 minutes, and at 30 seconds to termination of the ongoing call”.

It added that “low credit announcement to be played while the call is being originated in a situation where the call cannot last up to 30 secs.”

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Nigeria’s GDP rate grew by 3.46% in Q3 2024, says NBS

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3 hours ago

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November 25, 2024 1:29 pm

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The National Bureau of Statistics (NBS) says Nigeria’s annual gross domestic product (GDP) grew by 3.46 percent in the third quarter (Q3) of 2024.

The NBS, in its GDP report published on Monday, said the growth rate is higher than the 3.19 percent recorded in Q2 2024.

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Business

Dangote refinery reduces ex-depot price of petrol to N970 for oil marketers

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6 hours ago

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November 25, 2024 11:01 am

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The Dangote Petroleum Refinery has announced a reduction in its ex-depot price of premium motor spirit (PMS), also known as petrol, to N970 per litre for oil marketers.

This is a cut from the refinery’s N990 ex-depot price announced earlier this month, according to a statement on Sunday.

The slash would help marketers save about N20 on each litre of petrol bought from the Lekki-based plant.

Anthony Chiejina, Dangote Group’s chief branding and communications officer, said the move is the refinery’s way of appreciating Nigerians “for their unwavering support in making the refinery a dream come true”.

“In addition, this is to thank the government for their support as this will complement the measures put in place to encourage domestic enterprise for our collective well-being,” the statement reads.

“While the refinery would not compromise on the quality of its petroleum products, we assure you of best quality products that are environmentally friendly and sustainable.

“We are determined to keep ramping up production to meet and surpass our domestic fuel consumption; thus, dispelling any fear of a shortfall in supply.”

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Business

Allegation of missing fund untrue, says Access Bank

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7 hours ago

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November 25, 2024 9:16 am

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Access Bank Limited has dismissed as untrue allegations of missing fund and unethical behaviour.

The Bank in a statement said: “Our attention has been drawn to a video on social media wherein allegations of missing funds and unethical behaviour have been made against Access Bank PLC.

“First and foremost, we wish to emphasise that the safety and security of our customers’ funds are core priorities which we take seriously. Second, Access Bank Plc does not engage in or condone any unethical behaviour.

“In the instant case, the allegations of missing funds in the Bank are most untrue and baseless.

“There is no N500million or any other fund or amount missing from the subject customer’s account or from any other customer’s account with us.

“We and other independent stakeholders in the banking industry have thoroughly investigated these allegations and independently arrived at the same conclusions.

“Access Bank PLC operates with the highest ethical standards, and we protect our customers’ interests whilst also respecting privacy laws.

“Consequently, whilst we have engaged and will continue to engage with our customers, we must advise the public not to rely on or believe sensational and unverified claims that are designed to titillate and mislead the public.

“We remain committed to serving our customers.”

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Bodex F. Hungbo, SPMIIM is a multiple award-winning Nigerian Digital Media Practitioner, Digital Strategist, PR consultant, Brand and Event Expert, Tv Presenter, Tier-A Blogger/Influencer, and a top cobbler in Nigeria.

She has widespread experiences across different professions and skills, which includes experiences in; Marketing, Media, Broadcasting, Brand and Event Management, Administration and Management with prior stints at MTN, NAPIMS-NNPC, GLOBAL FLEET OIL AND GAS, LTV, Silverbird and a host of others

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