Connect with us

Technology

NCC Targets Improved Customer Service Operations

Published

on

telecommunication-tower

The Nigerian Communications Commission (NCC) has commenced the review of its customer Service Level Agreements (SLAs) for the resolution of consumer complaints and escalations to Service Providers.

This measure is designed to ensure faster and more effective resolution of consumer complaints in the telecoms industry and improve overall consumer experience on all telecoms networks.

The review will be carried out by a joint NCC-Industry Working Committee which the Commission has set up so as to ensure robust stakeholder participation in the exercise, and in furtherance of its consultative approach to rule-making.

Speaking during the inauguration of the NCC component of Working Committee, at the Commission’s headquarters in Abuja, yesterday, the Executive Commissioner, Stakeholder Management (ECSM) of NCC, Sunday Dare, re-emphasized the Commission’s uncompromising commitment to ensuring superior consumer experience on all telecoms platforms.

Dare noted that as a telecoms regulator, the NCC believes that effective and timely resolution of consumer complaints as fundamental elements of consumer protection, pointing out that these are also fundamental statutory obligations of the Commission as detailed in Sections 4 and 105 of the Nigerian Communications Act (NCA), 2003; the Quality of Service Regulations 2013, the Consumer Code of Practice Regulations, 2007 and other similar instruments.

He therefore charged the Committee to ensure that reviewed SLAs entrench the Commission’s consumer-centric focus, whilst also taking due cognizance of the relevant ecosystem, technology and other factors affecting QoS.

It would be recalled that the NCC had met with service providers and ALTON, the umbrella industry organisation in Lagos on the 26th of September, 2018 to discuss ways of enhancing the speed and quality of complaints resolution. At that meeting, the Commission had expressed its strong displeasure about delays in complaints resolution, while operators pointed to the need to review some of the SLAs to reflect developments in technology and other factors impacting performance.

The meeting therefore resolved to establish a joint NCC-industry Working Committee to study the matter and make recommendations which the Commission will take into consideration in setting out new complaints resolution SLAs for the industry.

Dare noted that the NCC component of the Working Committee comprised of subject-matter experts drawn from the various departments of the Commission. He therefore charged them to bring their expertise to bear in developing to SLAs and KPIs which will deliver enhanced consumer experience and superior Quality of Service (QoS) for telecom consumers on all networks in Nigeria.

Is the CEO/Founder of Investors King Limited. A proven foreign exchange research analyst and a published author on Yahoo Finance, Businessinsider, Nasdaq, Entrepreneur.com, Investorplace, and many more. He has over two decades of experience in global financial markets.

Continue Reading
Comments

Social Media

TikTok Vows Legal Battle Amid Threat of US Ban

Published

on

TikTok 1

As the specter of a US ban looms large over TikTok, the popular social media platform has declared its intention to wage a legal battle against potential legislation that could force its Chinese-owned parent company, ByteDance Ltd., to divest its ownership stake in the app.

In what amounts to a fight for its very existence in one of its most crucial markets, TikTok is gearing up for a high-stakes showdown in the courts.

The alarm bells were sounded within TikTok’s ranks as Michael Beckerman, the company’s head of public policy for the Americas, issued a rallying cry to its US staff.

In a memo obtained by Bloomberg News, Beckerman characterized the proposed legislation as an “unprecedented deal” brokered between Republican Speaker and President Biden, signaling TikTok’s readiness to challenge it legally once signed into law.

“This is an unprecedented deal worked out between the Republican Speaker and President Biden,” Beckerman stated in the memo. “At the stage that the bill is signed, we will move to the courts for a legal challenge.”

The urgency of TikTok’s response stems from recent developments in the US Congress, where lawmakers have fast-tracked legislation mandating ByteDance’s divestment from TikTok.

The bill, intricately linked to a vital aid package for Ukraine and Israel, has garnered significant bipartisan support and is expected to swiftly pass through the Senate before landing on President Biden’s desk.

Beckerman minced no words in his critique of the proposed legislation, labeling it a “clear violation” of TikTok users’ First Amendment rights and warning of “devastating consequences” for the millions of small businesses that rely on the platform for their livelihoods.

TikTok’s defiant stance reflects the gravity of the situation facing the tech giant, which has spent years grappling with concerns from US officials regarding potential national security risks associated with its Chinese ownership.

Despite extensive lobbying efforts led by TikTok CEO Shou Chew to allay these fears, the company now finds itself at a critical juncture, where legal action appears to be its last line of defense.

ByteDance, TikTok’s Beijing-based parent company, has also signaled its intent to challenge any US ban in court, signaling a united front in the face of mounting pressure.

However, navigating the legal landscape will not be without its challenges, as ByteDance must contend with both US legislative measures and potential obstacles posed by the Chinese government, which has reiterated its opposition to a forced sale of TikTok.

As TikTok prepares to embark on what promises to be a protracted legal battle, the outcome remains uncertain.

For the millions of users and businesses that call TikTok home, the stakes have never been higher, as the platform fights to preserve its presence in the fiercely competitive landscape of social media.

Continue Reading

Technology

Starlink Pulls Plug on Ghana, South Africa, and Others

Published

on

starlink

Starlink, the satellite internet service operated by SpaceX, has announced the cessation of services in countries including Ghana and South Africa.

This decision comes as a significant blow to users who have come to rely on Starlink for their internet connectivity needs.

The decision, set to take effect by the end of April 2024, will disconnect all individuals and businesses in unauthorized locations across Africa, including Ghana, South Africa, Botswana, and Zimbabwe.

While subscribers in authorized countries such as Nigeria, Mozambique, Mauritius, and others can continue to use their kits without interruption, those in affected regions face imminent loss of access.

One of the reasons cited by Starlink for the discontinuation is the violation of its terms and conditions.

The company explained that its regional and global roaming plans were intended for temporary use by travelers and those in transit, not for permanent use in unauthorized areas. Users found in breach of these conditions face the termination of their service.

Furthermore, Starlink’s recent email to subscribers outlined stringent measures to enforce compliance.

Subscribers who use the roaming plan for more than two months outside authorized locations must either return home or update their account country to the current one. Failure to do so will result in limited service access.

The decision to discontinue services in certain countries raises questions about the future of internet connectivity in these regions.

Also, concerns have been raised about Starlink’s ability to enforce the new rules effectively. Reports indicate that the company has previously failed to enforce similar conditions for over a year, raising doubts about the efficacy of the current measures.

Starlink’s decision to pull the plug on Ghana, South Africa, and other nations underscores the complexities of providing satellite internet services in diverse regulatory environments.

Continue Reading

Technology

Nigeria’s Broadband Penetration Stalls at 42.53% Amid Connectivity Challenges

Published

on

broadband

Nigeria’s broadband penetration has stalled at 42.53% as of January, according to the latest report.

Subscriptions currently stand at 92.19 million, indicating a significant gap in connectivity, particularly in rural areas.

The Nigerian National Broadband Plan 2020-2025 aims to increase broadband penetration to 70% by 2025, with the ultimate goal of achieving 96% mobile broadband coverage by 2030.

However, this ambitious target requires substantial investment—approximately $461 million, according to a recent report by the Global System for Mobile Communications Association (GSMA).

While the country’s major telecommunications companies, such as MTN Nigeria and Airtel Africa, have invested heavily in expanding their network infrastructure, much of this development has been concentrated in urban areas. Rural and underserved regions face a significant coverage gap, exacerbating the digital divide.

Despite these challenges, Nigeria has made progress in improving its broadband infrastructure. Since 2012, the mobile broadband coverage gap across Africa has decreased from 56% to 13% in 2022, due to significant investments in network capacity and new technologies.

Nonetheless, millions of Nigerians, particularly those in rural regions, remain without access to essential telecom services.

To address this issue, Nigeria’s government established the Universal Service Provision Fund (USPF) in 2006, aimed at bridging the connectivity gap and expanding broadband access to unserved and underserved areas.

The fund provides resources for deploying telecommunications infrastructure in economically unviable regions.

The success of these initiatives, along with increased investments in broadband infrastructure and policies to incentivize internet expansion in remote areas, will be crucial in closing the connectivity gap and improving digital access for all Nigerians.

Continue Reading
Advertisement




Advertisement
Advertisement
Advertisement

Trending