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NCC explains reasons for revising complaints categories, resolution timelines

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Nigerian Communications Commission, NCC set to probe telcos over N165 debt , NCC moves to track cybercriminals , Will there ever be a day the NCC withdraws a Nigerian telco’s license? , Brief comparison of telcos’ annual revenue reveals interesting disparities , Beware of fraudulent free internet bundle website, NCC warns Nigerians

The Nigerian Communications Commission (NCC), on Tuesday, insisted that service providers must comply with the commission’s consumer complaints policy for effective service delivery, even as it gave reasons for revising complaints categories and service level agreements.

The disclosure was made in a press statement that was signed by Dr Ikechukwu Adinde, NCC’s Director of Public Affairs. In the statement, it was explained that the NCC carried out a revision of the framework for resolving consumer complaints, in a bid to achieve greater effectiveness sector. The revision is also expected to strengthen the protection of telecoms consumers and other stakeholders.

The statement also noted that the framework was tagged Complaints Categories and Service Level Agreements (CC/SLA), and was revised by the Commission in November 2019 at a programme attended by representatives of telecoms operators, consumers, and other rights advocacy groups in the country.

READ ALSO: MTN launches e-sim, a virtual sim card for more security and quality service

The press statement also quoted Prof. Umar Danbatta, NCC’s Executive Vice Chairman, to have said:

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The 2019 review of the CC/SLA, in collaboration with operators and other stakeholders, was essentially to strengthen effective and prompt resolutions of consumer’s complaints by reviewing the timelines, broaden and streamline complaint categories and establishing applicable sanctions on operators that fail to meet the timelines stated for resolving issues related to the services delivery to their consumers.”

Key takeaways from the reviewed CC/SLA

  • When a telecom subscriber experiences fluctuation in service, the subscriber shall be contacted by the service provider within four hours of reporting the incident.
  • The disruption shall be restored within 72 hourS.
  • If the matter is escalated to the commission, the consumer is expected to receive feedback within two hours.
  • NCC will ensure the issue is resolved within 48 hours.
  • Additionally, the subscriber shall be offered an apology and the expiry date of his data bundle shall be extended by the number of days the disruption lasted.
  • Billing complaints by consumers would be resolved within 24 hours while compensation would be paid where necessary.
  •  Service providers are also mandated to redeem incentives won by customers promptly.

READ: Reps to probe DStv, StarTimes for ignoring ‘pay per view’ subscription

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Meanwhile, the NCC has agreed with stakeholders that whenever a subscriber is unable to connect to call centre or service provider helpline, the matter shall be treated by the service provider within 4 hours of receiving the report.

On matters concerning faulty terminals such as defective devices that stifle a subscriber’s ability to use phones, modems, routers, and related devices appropriately, the NCC said that such issues shall be resolved based on terms and conditions for all devices.

READ: PenCom calls for thorough scrutiny of dead RSA holders’ benefits  

Matters relating to Base Transceiver Stations (BTS), such as problems arising from installation and location of base stations, masts or towers, shall be resolved by the concerned operator(s) within the 48 hours, as stated in the revised CC/SLA.

Note that that the CC/SLA document, which is available on the Commission’s website, contains 17 broad categories and about 90 sub-categories. All stakeholders, particularly telecom consumers, were advised to study the document in order to understand their rights and privileges.

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Chike Olisah is a graduate of accountancy with over 15 years working experience in the financial service sector. He has worked in research and marketing departments of three top commercial banks. Chike is a senior member of the Nairametrics Editorial Team. You may contact him via his email- [email protected]

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Hospitality & Travel

US imposes $15,000 visa bond on 15 African countries, others

The US has issued a visa rule requiring tourist and business travelers in some countries to pay a bond of up to $15,000 in addition to the visa fees.

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Berger Paints' improved margins ride on the back of cost efficiency

The outgoing administration of US President, Donald Trump, on Monday, November 23, 2020, issued a new temporary visa rule that requires tourist and business travelers from 15 African countries and others to pay a bond of up to $15,000 in addition to the visa fees, which ranges from $16 to $300, in order to visit the United States.

According to TheCable, the US State Department said the visa bond pilot programme, expected to take effect from December 24 and end on June 24, 2021, is targeted at countries whose citizens have higher rates of overstaying B-2 visas for tourists and B-1 visas for business travelers.

The Trump administration said the six-month pilot program aims to test the feasibility of collecting such bonds and will serve as a diplomatic deterrence to overstaying the visas. Hence, overstay places significant pressure on Department of Justice and Department of Homeland Security.

The visa bond rule will permit U.S. consular officers to request tourist and business travelers from countries whose nationals had an overstay rate of 10% and above in 2019 to pay a refundable bond of $5,000, $10,000, or $15,000.

The countries whose tourist and business travelers fall into this category and subjected to the bond requirements are 24 countries, including 15 African countries. While these nations had higher rates of overstays, they sent relatively fewer travelers to the United States.

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The countries include Afghanistan, Angola, Bhutan, Burkina Faso, Burma, Burundi, Cape Verde, Chad, the Democratic Republic of the Congo (Kinshasa), Djibouti, Eritrea, the Gambia, Guinea-Bissau, Iran, Laos, Liberia, Libya, Mauritania, Papua New Guinea, Sao Tome and Principe, Sudan, Syria, and Yemen,

Nigerian travelers escaped paying the temporary visa rule, as their overall score was below the threshold of 10% and above overstaying rate.

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Economy & Politics

Senate approves issuance of N148bn promissory notes to Bayelsa, 4 others

Promissory notes worth N148,141,969,161.24 has been approved by the Senate as refund to Bayelsa, Cross River, Ondo, Osun and Rivers States

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Senate approves issuance of promissory notes worth N148 billion as a refund to five states

Promissory notes worth N148.141billion have been approved by the Senate as a refund to Bayelsa, Cross River, Ondo, Osun, and Rivers States for projects executed on behalf of the Federal Government.

The approval which was given by the Senate at the plenary on Tuesday, 24th November 2020, came after the presentation of a report by the Committee on Local and Foreign Debts, led by Senator Ordia Clifford (PDP-Edo).

According to a news report by NAN, this is a go-ahead to the Federal Government, who had sought the approval of the Senate for issuance of promissory notes for a refund on federal projects executed by State governments.

The request was contained in a letter addressed to President of Senate, Dr. Ahmad Lawan by President Muhammadu Buhari, and read at plenary. The Senate referred the matter to the Committee on Local and Foreign Debts for further legislative input.

(READ MORE: FG inaugurates steering committee on Covid-19 economic recovery)

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Senator Ordia Clifford, while presenting the report of the committee, said the Permanent Secretary, Federal Ministry of Finance; Federal Commissioners of Finance and Works in the five states, had briefed the committee on details of the projects.

He said the Committee was presented with documents relating to the approvals of the Federal Government through the Federal Ministry of Works and Housing for the execution of the projects and certificates of completion, amongst other documents.

At the plenary today, Senator Ordia moved the motion that the Senate approves the Committee’s recommendations by approving the issuance of the promissory notes to the State governments.

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According to him, the amount due to the five states is N148.14billion.

  • Bayelsa was allotted N38.40billion
  • Cross River was allotted N18.39billion
  • Ondo was allotted N7.82billion
  • Osun was allotted N4.57billion
  • Rivers was allotted N78.95billion

What they are saying

The President of the Senate, Ahmad Lawan, disclosed that records showed PDP states had the highest refund, he said: “If you look at the list of states, only two are APC states and they have the least in terms of refund, this is fantastic and a mark of leadership by the Federal Government. This shows tolerance and leadership by this administration.”

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Business News

Interswitch Group becomes Finastra’s lead technology partner in Nigeria

nterswitch Group has unveiled a consolidated partnership with Finastra, one of the world’s most influential Fintechs.

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Interswitch Group becomes Finastra’s Lead technology partner in Nigeria

In a bid to further develop its market and expand, Interswitch Group has unveiled a consolidated partnership with Finastra, one of the world’s most influential Fintechs.

This is according to a verified post by Interswitch Group on Linkedin, as seen by Nairametrics.

What this means

The strategic partnership enables Interswitch to become Finastra’s lead technology partner and will avail the latter the opportunity to bring the broadest set of financial software solutions to financial institutions in Nigeria and across Africa, in conjunction with Interswitch’s strong understanding of the local banking and payments landscape, as well as the ability to deploy solutions across these markets.

Some of Finastra’s financial software solutions that will be incorporated into Interswitch’s digital solution include: Fusion Kondor and Fusion Trade Innovation, which will consolidate Interswitch’s position as a hub for financial solutions, including treasury and trade solutions.

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(READ MORE: 5 Nigerian startups selected to join 7 others at the Africa Tech Summit Connects (ATS))

What they are saying

Commenting on the partnership, the Founder and Group Chief Executive Officer of Interswitch, Mitchell Elegbe, was quoted by Tech economy saying:Our partnership with Finastra is consistent with our strategic growth plan and we both share the vision of deepening access to financial services by providing world-class technology and innovative solutions.

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“The partnership enables Finastra to seamlessly deploy its technology in this market. For Interswitch, we will be leveraging our proven success and expertise in delivering transaction banking solutions to support Finastra in localizing and implementing their technology in this region.’’

On the other hand, the Head of Partner Ecosystem MEA & CIS at Finastra, Hamid Nirouzad, said: “Interswitch has a proven track record of delivering solutions to commercial banks, as well as, a strong understanding of the local banking landscape across Nigeria and sub-Saharan Africa.

“Finastra is committed to providing its solutions to financial institutions across the world, and partnerships such as this will result in successful projects, with rapid delivery at a reasonable cost.”

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