More Power to Subscribers As NCC Gives New Order to MTN, Glo, 9mobile, Airtel on SIM Cards
- The NCC has mandated telecom operators to block stolen SIM cards within five minutes of receiving a report from subscribers
- The commission also issued various directives to telcos as part of its ongoing efforts to make subscribers enjoy better service
- MTN, GLO, Airtel, and 9mobile are the leading telecommunication providers, with combined subscribers of over 130 million
Legit.ng journalist Dave Ibemere has over a decade of business journalism experience with in-depth knowledge of the Nigerian economy, stocks, and general market trends.
The Nigerian Communications Commission (NCC) has issued a new directive requiring all telecommunications companies to block stolen Subscriber Identification Module (SIM) cards within five minutes of receiving subscribers' reports.
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This directive was contained in the quality of service business rules released on its website, which included several customer service enhancements to improve the overall quality of telecom services.
NCC explained that the 5-minute instruction to telcos is part of its efforts to combat the increasing incidence of SIM-related fraud and bolster mobile phone users' security across Nigeria.
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More directive to telcos
Another instruction given is telecom companies are now required to attend to subscribers within 30 minutes of their arrival at service centres.
The NCC emphasized that:
“Wait time must not exceed 30 minutes. The Licensee shall provide means of measuring the waiting time, starting from the time of arrival at the premises.”
Additionally, the commission has mandated that customers must be able to speak with a live agent within five minutes, and subscribers should not have to make more than three calls to connect with customer service.
If these requirements are unmet, telecom companies must return the subscribers' calls within 30 minutes.
Further regulations were introduced concerning internet outages, which the NCC decreed the outage must not last more than two hours unless a lawful disconnection is involved.
The commission has also issued guidelines regarding inactive lines, warning that any subscriber line not used for revenue-generating activities within six months may be deactivated, with the risk of the subscriber losing their number if the inactivity continues for another six months.
MTN CEO Karl Toriola sends message to FG on tariff hikes
Legit.ng previously reported that MTN's chief executive officer, Karl Toriola, has expressed deep concern over the crisis the Nigerian telecommunications industry is facing.
The MTN boss disclosed on Tuesday, August 13, 2024, at the telecom investment forum hosted by Financial Derivatives Company (FDC) in Lagos that despite the sector's growth in the past two decades, it now faces severe threats due to increasing costs and unsustainable pricing.
Toriola stated that a price hike is necessary to tackle the need to rescue the sector from imminent collapse, saying that it is in an intensive unit.
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Source: Legit.ng
