The TELCARE was unveiled at the Terminal C of the Nnamdi
Azikwe International Airport, Abuja, which becomes the first beneficiary.
The Chairman, Board of Commissioners of NCC, Prof. Adeolu
Akande, who unveiled the initiative, said the launch was the beginning of the
helpdesk project expected to adorn some airports and other similar public
locations across the country.
He said it was one of NCC’s strategies for expanding the
channels of engagement with telecom consumers.
Akande said the project was a deliberate effort by the
commission to amplify its commitment to promoting the interest of consumers
using various engagement strategies and initiatives to protect, inform, and
educate telecom consumers.
While expressing gratitude to the management of the Federal
Airport Authority Nigeria (FAAN) for its support in ensuring the successful
establishment of a TELCARE desk at the airport, Akande reiterated that the
platform would serve as an additional channel for consumers to make enquiries
on consumer issues, allowing the Commission to provide advocacy on consumer
concerns as well as create awareness regarding Commission’s activities.
The Commission, under the leadership of its Executive Vice
Chairman, Prof. Umar Danbatta, has continued to re-engineer 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.
In his goodwill message, the Regional General Manager, FAAN,
Kabir Mohammed, said the management of FAAN was delighted to partner with the
NCC on the initiative, as the passengers and airport users would have the
opportunity to resolve issues bothering them while in transit.
Mohammed also noted that the first-hand interface with
consumers would not only expedite the feedback mechanism in addressing telecom
consumer issues, but also curb unfair practices within the system and further
bridge any communication gap between the consumers and its regulators.
Head, Consumer Affairs Bureau at NCC, Ayanbanji Ojo, while
speaking through the Head, Consumer Protection and Advocacy at NCC, Clem Omife,
expressed optimism about the expected success of the initiative.
Ojo noted that many consumers transiting at the airport were
already taking advantage of the desk even before the launch of the TELCARE
desk, to make enquiries or lodge complaints.
“This is a pilot project, and the Commission will ensure
that the TELCARE Desk is established in more strategic locations around the
nation. We believe that through adequate education, information sharing, and
the provision of layers of channels for complaints and redress, we can safeguard
the interest of telecom consumers and innovatively promote the prospect of more
excellent consumer experience,” Ojo said.
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