Nigerian regulator orders MultiChoice to introduce subscription option for consumers

*The Federal Competition and Consumer Protection Commission has mandated  MultiChoice Nigeria must ensure better value for money and proposition for annual prepayment of subscription, including the consumer’s ability to suspend subscription at least once every quarter of the year

Gbenga Kayode | ConsumerConnect

The Federal Competition and Consumer Protection Commission (FCCPC) has ordered MultiChoice Nigeria to introduce an additional feature that allows subscribers to increase the number of times they could suspend their subscriptions.

ConsumerConnect reports Mr. Tam Tamumokonbia, Director of Legal Service at the the consumer protection regulatory agency, endorsed the Order made available to reporters Saturday, March 20, 2022, in Lagos.

Recall the FCCPC, following complaints by Pay TV subscribers, had had conducted an investigation into alleged abuse of dominant position by MultiChoice Nigeria, owners of DSTV and GOTV.

The regulatory disclosed that it had prepared and delivered a detailed investigative report containing findings to the company.

Such features in the bouquet, the FCCPC noted, should include a price lock option that allows subscribers to maintain the same subscription fee for minimum of a year.

It also stated that such a contractual agreement must clearly specify the applicable terms and conditions.

The Commission then, ordered MultiChoice to submit a draft of the agreement within seven days of the receipt of the order to the market regulator.

The FCCPC further said: “MultiChoice must ensure better value for money and proposition for annual prepayment of subscription, including the ability to suspend subscription at least once every quarter of the year.

“It must clearly communicate to each subscriber, all channels available within their selected bouquet option.”

The Commission noted: “The group should also provide toll-free customer service lines which are operational 24 hours daily through which consumers may receive support with respect to the services offered when necessary.

“The lines must be toll-free across networks, not only with same network as it is currently the case.

“It must, within the time stipulated in the Commission’s Order of February 4, 2022, provide the Commission with a workplan and timeline for the purpose of articulating and addressing where possible and applicable, any constraints with respect to complying with, and operationalising this specific Order.”

It stated: “It must also advertise the existing toll-free customer service lines more frequently and more widely on channels available and under the control of MultiChoice on the DSTV and GOTV platforms.

“Such advertisement must run on each channel at least daily.

“It should also increase the number of times all subscribers may suspend their subscription up to at least four times annually.”

According to the Commission, “we shall also expect the group to submit to the Commission a compliance report demonstrating full compliance with the orders within the time stipulated in the Commission’s Order of February 4, 2022.”

The FCCPC, therefore, warned the company, that a violation of its Order would attract a fine of N5million under the FCCPC Administrative Penalties Regulations, 2020.

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