Stakeholders in the telecommunication sector yesterday sensitised market women and traders in Karu, Federal Capital Territory on Consumer Bill of Right, reiterating that consumers have the right to address how well the state and federal regulators monitor or implement consumer protection on their behalf.
Speaking during a sensitisation campaign in Karu Market, Abuja, the director, Consumer Affairs Bureau (CAB), NCC, Mrs Felicia Onwuegbuchulam, stressed that consumer have the right to personal privacy, protection from unauthorised use of their records, personal information and technology.
Wuegbuchulam also said that consumers have the right to timely installation of new services, restoration and repair of existing services.
‘’We are here today to educate and sensitize market men and women in karu Market on their right as customers. Customers have the right to be accurately billed for services they subscribe to. Vendors of telecommunications services must provide clearly worded and organised bills.
‘’Consumers have the right to a fair complaint process. Consumers must have accessible knowledge of the complaint process and steps needed to lodge complaint. Consumers have the right to a customer-oriented response for complaints within 24 hours.
‘’Consumers have the right to be treated with courtesy and respect. Consumers have the right to speak to a service provider if dissatisfied with customer service and to be informed of this right during initial complaint with NCC if the problem is not resolved after speaking with a supervisor and to be informed of this right during the initial complaint,’’ she said.
She added that consumers have the right to timely and polite customer service from knowledgeable employees.
he Head of Consumer Protection Advocacy, Unit of Consumer Affairs Department, Banji Ojo said that the programme is a pilot programme of the NCC.
He said the advocacy and sensitization was aimed at protecting consumers by giving them information that they can use to protect themselves.
‘’We are working with an advocacy group, African Entrepreneurship Human Initiative (AEDI) the advocacy group will come up with initiatives which help to educate and sensitise telecommunication service users of telecommunication network.
‘’We discovered that there is an information gap with telecom consumer and that is why we are here.
‘’We want them to be informed about their right and we want to ensure that our customers are not defrauded through mobile services,’’ he added.