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Complaints bordering on veiled charges by telecoms leading in NCC’s report

Latest report released by the telecoms regulator, the Nigerian Communications Commission (NCC), on complaints from subscribers for second quarter which indicated drop from 19,730 in first quarter to 15,377 in second quarter has shown that more percentage bordered on issues about hidden charges.

The report said over 15,000 complaints was on billing-related issues which accounted for 58 per cent.

Key among them include illicit deductions for activation of unauthorised Value Added Services (VAS), inaccurate charges, charges for unauthorised services, charges for unsuccessful calls, charges for undelivered Short Message Service (SMS), inability to change tariff plan, deductions for virtual top-ups not received, charges for caller ring back tune not downloaded, among others.

However, complaints with respect to SMS/Multimedia Messaging Service (MMS) and VAS accounted for the second and third highest number of complaints received by the commission, which are eight per cent and seven per cent respectively in Q2.

Besides, SIM card issues had three per cent, inability to reach call centres had one per cent, recharge card issues had three per cent and data centre issues had six per cent. Call set-up challenges saw five per cent complaints and failed/unsuccessful DND request accounted for six per cent.

According to the report signed by the Director of Public Affairs at NCC, Mr. Tony Ojobo, a comparison of complaints received in Q1 and Q2, 2017 showed a reduction in the number of complaints received by 22.06 per cent, saying the observed drop in cases, may be linked to decline in billing-related complaints by consumers from 11,348 in Q1 to 8,838 in Q2.