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NCC Resolves 99.2% of Telecom Consumer Complaints in Q1 2021

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Prof. Umar Garba Danbatta.

Nasiru Yusuf

 

The Nigerian Communications Commission (NCC) has resolved 99.2 per cent of service-related complaints received from telecom consumers across the major network operators in Q1, 2021.

According to the Q1, 2021 Report on Complaint Management issued by the Consumer Affairs Bureau of the Commission, a total of 3,019 consumer complaints were received from four complaint channels established by the Commission as compared to 2,854 complaints received in the Q1, 2020.

KANO FOCUS reports that the consumer complaint channels include the Commission’s Contact Centre, through which the toll-free number 622 is managed, NCC Consumer Portal, NCC social media platforms and written complaints.

A statement sent to KANO FOCUS by the commission’s spokesperson Ikechukwu Adinde of the 3,019 consumer complaints, 2,995 consumer complaints, representing 99.2 per cent, were successfully resolved while only 24, representing 0.8 per cent, which were escalated to service providers, are pending resolution from the respective service providers in line with the revised Consumer Complaint/Service Level Agreement (CC/SLA) of 2019.

A breakdown of the consumer complaints received within the period under review shows that 2,759 (91.4 per cent) came through the NCC Contact Centre; 188 (6.2 per cent) were received via the NCC Consumer Portal; 50 (1.7 per cent) complaints came to the Commission through its various social media platforms, while 22 (0.7 per cent) were written complaints.

With respect to breakdown by service providers’ customers, 1,261 (51.8 per cent) of the total complaints were lodged by MTN customers, 973 representing 32.2 per cent relate to Airtel subscribers, 549 (18.2 per cent) were accounted for by Globacom subscribers; 179 (5.9 per cent) by 9Mobile customers, while the remaining 52 complaints came from customers of other licensees.

On a month-on-month basis, 971 complaints were received in January, 1,039 in February and 1,009 in March. The report also shows that issues related to billings, quality of service/experience for voice as well as quality of service/experience for data were the three topmost complaint types from telecom consumers in the period under review.

Commenting on the report, the Executive Vice Chairman of NCC, Prof. Umar Garba Danbatta, said NCC, as a consumer-centric telecoms regulator, will continue to explore new initiatives to strengthen the existing consumer complaints management process while ensuring prompt and satisfactory resolution of all complaints.

He urged the consumers to continue to take advantage of the various channels made available by the Commission, including the 622 toll-free consumer complaints line, the Commission’s consumer web portal on its website and other social media channels to promptly lodge their complaints in the event of service dissatisfaction.

“NCC’s actions in this regard are in line with its mandate to protect and defend the rights and interests of the consumer, and to give concrete expression to its faith in the consumer as the lifeblood of the telecoms sector,” Danbatta said.

Expressing satisfaction with the report, Danbatta emphasised that the Commission will remain committed, in collaboration with relevant stakeholders, to continually improve quality of service both for voice and data services, assuring consumers of NCC’s readiness to always defend their rights and interests.

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KSCHMA coverage increased by 37% in 15 months – E.S

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Nasiru Yusuf Ibrahim

Kano State Contributory Healthcare Management Agency (KSCHMA) has recorded 37% increase in number of its enrolees in the last 15 months.

KANO FOCUS reports that the Executive Secretary of the Agency Dr. Rahila Aliyu Mukhtar revealed this during a consultative engagement with organised labour on how to improve the healthcare service in the scheme.

She explained that, the primary services accessed by the enrolees under the scheme from 2022 to second quarter of 2024 stands at 1,852,485, while secondary healthcare services accessed stands at 28, 932 across the engaged healthcare providers.

In his remark, the Commissioner State Ministry of Health Dr. Abubakar Labaran Yusuf assured government support and commitment toward the successful implementation of the scheme and general improvement of healthcare services.

On his part, the State Head of Service Alhaji Abdullahi Musa said Kano state government government attached priority attention to the welfare of workers, adding that, the Contributory Healthcare scheme was not meant for workers alone but all residents of Kano.

He also solicited the support and cooperation of labour unions in order to move KSCHMA to greater height.

Also speaking the chairman Nigeria labour Congress (NLC) Kano state council Comrade Kabiru Inuwa, said that, the union being the major contributor of the scheme would not fold it arms while their members suffered in accessing the needed care.

He reiterated their commitment to ensure that their members received what they deserved by the healthcare providers.

Highlight of the event include paper presentation and group work on implementation of the scheme; challenges and recommendation.

A statement sent to KANO FOCUS by the public relations officer of the agency Nura Muhammad Yusuf said the workshop was conducted with support from FCDO Lafiya.

 

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EU partners UNICEF to enhance school safety, quality education in Kano

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Aminu Abdullahi

 

The United Nations Children’s Fund has trained over 40 educational stakeholders under the Educational and Youth Empowerment Project (EYE).

KANO FOCUS reports that the participants undergone two day training on school safety, security, and climate literacy to ensure effective teaching and learning as well as safety of schools in the North West.

The state education facilitator of EU EYE, Aisha Abdullahi, said that the programme is funded by the European Union and supported by UNICEF, while the education partners such as the federal and state ministry of education, SUBEB, and other education stakeholders implemented the program.

She explained that the two-day programme is to train EYE teachers from various local governments and schools who will step down the training to their colleagues on school safety.

On his part, Cacsar Akuduke Executive Director of Talents in Children Promotion, said a lot of schools are not safe, and the program tends to address the shortcomings, building more knowledge and awareness among the stakeholders in education in the provision of the necessary guidelines as contained in the minimal standard for safe schools.

He added that although there are no cases of violence or serious attacks in schools in Kano State, the training will assist the participants with precautionary measures.

In his message, the Kano State Commissioner of Education, Alhaji Umar Haruna Doguwa, who was represented by the Director of Education Support Services, Hajiya Halima Sadiyya Tukur, said that their efforts have significantly and vividly improved access to quality education for many children, particularly those in underserved communities by addressing challenges such as inadequate infrastructure, teacher training, and gender disparities in education, adding that UNICEF has helped in creating a brighter future for these young learners.

The commissioner said the positive changes resulting from government initiatives will undoubtedly have a long-term effect on the lives of children and the overall development of the state.

He corroborated that their commitment to ensuring that every child has the opportunity to learn and thrive is commendable.

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Dangote says Nigeria Can Become a Refining Hub

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Saves Africa’s $17bn Petrol Products Imports

 

Nasiru Yusuf Ibrahim

 

Nigeria must enhance its crude oil production capacity and effectively manage its crude supply to ensure adequate feedstock for domestic refineries, in order to transit from a net importer to a net exporter of petroleum products.

KANO FOCUS reports that Chairman of Dangote Refinery and Petrochemicals Company Limited, Aliko Dangote, made this assertion during his keynote address at a summit held in Lagos by the Crude Oil Refinery Owners Association of Nigeria (CORAN). The event attracted top government officials and key stakeholders from the midstream and downstream sectors.

Addressing Nigeria’s potential as a refining hub, Dangote expressed concern that, despite producing over 3.4 million barrels of crude oil per day, Africa imports around 3 million barrels of petroleum products daily. He noted that these imports, primarily from Europe, Russia, and other regions, are estimated to cost approximately $17 billion in 2023.

He urged that Nigeria could capitalise on this situation to become a net exporter of refined petroleum products, as the markets would be more competitively served from Nigeria.

“Both the crude oil and the petroleum products will travel shorter distances. The logistics costs of floating storage will be eliminated, and countries can purchase their petroleum product requirements just-in-time. Nigeria and Africa can become completely self-sufficient, and we can keep all the value on our shores. We have done it in cement, and we can certainly do it for petroleum products.

“It is worth noting that the Dangote Refinery already produces sufficient diesel and jet fuel to meet Nigeria’s demand. We recently started the production of PMS and will soon ramp up to meet Nigeria’s needs. Our refined products have been exported to diverse markets, including Europe, Brazil, the UK, the USA, Singapore, and South Korea,” he added.

Represented by Engr. Mansur Ahmed, Group Executive Director of Dangote Industries Ltd, Dangote emphasised that Nigeria must develop a refining capacity of 1.5 million barrels per day and prioritise domestic crude supply obligations to seize this opportunity. Acknowledging the arising and future challenges, he urged the government to incentivise investors, contrasting this with the Dangote Oil Refinery, which was built without any government incentives.

“…It is unfortunate that while countries like Norway are putting oil proceeds into a future fund, in Africa, we are spending oil proceeds from the future. We will also need to prioritise the implementation of domestic crude supply obligations. We will need to expand our crude oil production capacity to support demand from new refining capacity. The government of President Bola Ahmed Tinubu is taking active steps to achieve this through fast-tracking IOC divestments and other initiatives,” he stated.

Emphasising that global developments in the petroleum sector, particularly in Europe, will disrupt historical trade flows for refined petroleum products in Africa, Dangote stated that Nigeria is uniquely positioned to capitalise on this opportunity and become a significant player in the global oil industry. He called for consultation, collaboration, and cooperation among stakeholders.

“As a vibrant exporter of refined products, Nigeria will witness an improvement in its balance of trade and generate much-needed foreign currency. Nigeria’s potential as a refining hub is clearly not in doubt; let us work together to make it happen,” he urged.

The foremost industrialist noted that the summit’s theme, “Making Nigeria a Net Exporter of Petroleum Products,” would have seemed unrealistic a few years ago, and added that despite being Africa’s largest crude oil producer, Nigeria has historically relied on imports to meet its refined petroleum product needs.

However, he emphasised that the Dangote Petroleum Refinery and Petrochemicals is poised to transform Nigeria from a “net importer” to a “net exporter” of refined petroleum products, establishing the country as an emerging player in global downstream trade flows; with refined products already exported to various markets, including Europe, Brazil, the UK, the USA, Singapore, and South Korea.

Commending Dangote for this transformation, Chairman of IPPG/Waltersmith Refinery & Petrochemicals Co. Ltd, Abdulrazaq Isa, called on the government to support domestic refiners by ensuring the availability of crude, adhering to domestic crude supply obligations, and implementing effective pricing and monitoring measures to prevent smuggling.

Chairman of CORAN’s Board of Trustees and CEO of Integrated Oil & Gas, Captain Emmanuel Iheanacho (rtd), remarked that the Dangote Oil Refinery has set a high standard by producing Euro-V products, thus protecting citizens from exposure to high-sulphur products.

He noted that transforming Nigeria into a net exporter will bring numerous benefits but reiterated the need for increased investment to boost crude production, lamenting that Nigeria loses approximately $83 billion annually by not meeting its OPEC quota.

While acknowledging that tank farms remain essential despite local refining, Iheanacho urged the Nigerian Midstream and Downstream Petroleum Regulatory Authority (NMDPRA), to consider cancelling import licences, as Nigeria can now meet its local demand, Chairman of Major Energies Marketers Association of Nigeria (MEMAN), Huub Stokman,  stated that Nigeria is on the verge of becoming Africa’s refining powerhouse, which will significantly boost the economy.

The Chairman of CORAN, Momoh Oyarekhua, also expressed concern over challenges related to crude supply and stated that domestic refiners will work with regulators and stakeholders to address these issues.

The Minister of State for Petroleum Resources (Oil), Senator Heineken Lopkobiri,  assured that the government would continue to refine frameworks to enhance crude production and support domestic refineries. His counterpart from the Ministry of Industry, Trade and Investment, Dr. Doris Uzoka-Anite, emphasised the Tinubu-led administration’s commitment to ensuring value addition for mineral resources before export.

Two panel sessions were held to discuss Nigeria’s downstream petroleum refining sector and its potential impacts, as well as policy strategies for achieving self-sufficiency in petroleum products.

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