The Nigerian Communications Commission (NCC) has launched the first Telecom Consumer Assistance, Resolution and Enquiries (TELCARE) Centre at the Nnamdi Azikiwe International Airport (NAIA) in Abuja.
The initiative, which was unveiled during the celebration of the 2023 International Consumers Rights Day, aims to expand the channels of engagement between the NCC and telecom consumers.
According to the chairman of the NCC Board of Commissioners, Prof. Adeolu Akande the TELCARE Centre is the first of several help desk projects expected to be established in public locations across the country. Akande noted that the project is part of the NCC’s efforts to protect, inform, and educate telecom consumers, and thanked the management of the Federal Airport Authority Nigeria (FAAN) for supporting the initiative.
The regional general manager of FAAN, Kabir Mohammed said that the management of FAAN was delighted to partner with the NCC on an initiative that would allow passengers and other airport users to resolve issues while in transit.
Also, Mohammed noted that the interface with consumers would expedite the feedback mechanism in addressing telecom consumer issues, curb unfair practices within the system and further bridge any communication gap between the consumers and its regulators.
The TELCARE Centre will serve as an additional channel for consumers to make inquiries about consumer issues, with the NCC providing advocacy on consumer concerns and creating awareness regarding its activities. The centre will also expedite the feedback mechanism in addressing telecom consumer issues and curb unfair practices within the system.
The NCC’s head of consumer affairs bureau, Ayanbanji Ojo – who was represented by the NCC’s head of consumer protection and advocacy, Clem Omife – expressed optimism about the initiative’s expected success, noting that many airport users had already taken advantage of the desk to make inquiries or lodge complaints. Ojo emphasised that through adequate education, information sharing, and the provision of layers of channels for complaints and redress, the NCC can safeguard the interest of telecom consumers and promote the prospect of a better consumer experience in an innovative manner.
The launch of the TELCARE Centre is part of the NCC’s continual re-engineering of its strategies and structures to engage critical stakeholders to address unfair practices, including matters relating to tariffs. The commission plans to establish the TELCARE Desk in more strategic locations around the nation, making it easier for telecom consumers to access support and assistance.
A statement by the NCC’s director of public affairs, Reuben Muoka said the commission has continually re-engineered its strategies and structures to make them more effective to engage critical stakeholders to address unfair practices including but not limited to matters relating to tariffs.