The Nigerian Communications Commission (NCC) has issued a directive to all telecommunications companies to promptly block stolen SIM cards within five minutes of receiving a report from subscribers. Any further usage should not incur charges to the consumer from the moment the report is filed.
In its recent publication, “Quality of Service Business Rules” (August 2024), the NCC introduced new standards to enhance customer service in the telecommunications sector. These guidelines establish minimum service standards, measurements, and key performance indicators (KPIs) for telecom operators.
Key mandates include:
– Attending to subscribers within 30 minutes of arrival at service centers, with a means of measuring waiting time.
– Connecting customers to live personnel within five minutes, with a maximum of three call attempts and five rings before answer.
– Offering a callback option within 30 minutes if a live agent is unavailable.
Regarding internet services, the NCC stipulates that outages should not exceed two hours, except in cases of lawful disconnection. Additionally, subscriber lines may be blocked if not used for revenue-generating events within a year, unless line parking is requested.
These measures aim to develop and monitor performance standards for telephone and communications services in Nigeria, ensuring improved customer service and quality.
