Proposed guidelines for telcos to ensure stricter performance standards, says NCC

The Nigerian Communications Commission (NCC) says its proposed quality of service regulations for telecommunications companies (telcos) will introduce stricter performance standards.

Helen Obi, NCC director of the legal and regulatory services department, spoke on Tuesday in Abuja at the public inquiry of six regulatory instruments proposed by the commission.

The instruments include the draft quality of service regulations; draft guidelines on corporate governance for the communications sector; commercial satellite guidelines; numbering regulations; competition practices regulations, and draft data protection regulations.

TheCable had reported that in the draft quality of service document, NCC directed telcos to attend to customers within 30 minutes upon arrival at any of their service centres across the country.

The commission also said telcos must ensure that customers can speak to a customer care representative within five minutes when they call their helplines.

Speaking on Tuesday, Obi said the guidelines are intended to ensure that the telecommunications industry continues to evolve and thrive.

“Quality of service is central to achieving points of user experience. The proposed amendment to the quality of service regulations are intended to introduce stricter performance, more robust monitoring mechanisms, or more transparent reporting systems,” she said.

“More importantly, these changes will also drive operators to enhance their networks and services through the efficient deployment and network optimisation processes.

“Clearly, these expectations will ultimately foster a culture of continual improvement, which is essential for the competitiveness and vibrancy of the industry.”

Obi said over the years, the Nigerian communications industry has made considerable strides, noting that the proposed regulatory instruments are designed to steer the industry towards a future that is even more vibrant, competitive, and innovative.

“They will also ensure that we continue to provide high-quality services to protect the rights of the consumers and attract investment. We recognize that these are significant changes. We are committed to ensuring that they are implemented in a manner that is frivolous and transparent,” she added.

“This public enquiry is an integral part of that process. It is a testament to our commitment to engage with all stakeholders and to make decisions that are informed and in the best interests of the Nigerian people.”