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Consumer TELCARE Centre to improve stakeholder engagement, address telecoms issues –Danbatta

L-R: Oladokun Oye, Vice-President, Retail and Postpaid, Airtel Nigeria; Abdulrahman Ado, Executive Director, 9Mobile; Barr. Adeleke Adewolu, Executive Commissioner, Stakeholder Management at NCC; Dr. Chris Nwanoro, President, National Disability Empowerment Forum; Prof. Adeolu Akande, Chairman, NCC Board of Commissioners; Abdulazeez Salman, Commissioner at NCC; Ugonwa Nwoye, Chief Customer Relations Officer, MTN Plc, at the commemoration of World Consumer Rights Day 2023, in Abuja, FCT Photos: NCC

*The Nigerian Communications Commission says the newly launched TELCARE Centre at Abuja Airport is designed to amplify the NCC commitment to promoting consumers’ interest via engagement strategies and initiatives to protect, inform and educate telecoms consumers

Alexander Davis | ConsumerConnect

The Nigerian Communications Commission (NCC) has activated a Telecom Consumer Assistance, Resolution and Enquires (TELCARE) Centre at the public concourse of Terminal C of the Nnamdi Azikiwe International Airport, Abuja, FCT.

The Commission disclosed the TELCARE Centre at the Abuja Airport, as the first beneficiary, is one of the series of events scheduled to mark the 2023 International Consumers Rights Day the NCC celebrated last Wednesday, in Abuja.

Speaking on the occasion, Prof. Adeolu Akande, Chairman, Board of Commissioners of NCC,  who unveiled the initiative, said the launch of the TELCARE, is the beginning of the helpdesk project expected to adorn some airports and other similar public locations across Nigeria.

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Mr. Reuben Muoka, Director of Public Affairs at NCC, Monday, March 20, 2023, noted Prof. Akande stated the initiative is one of NCC’s strategies for expanding the channels of engagement with telecom consumers.

The NCC Board Chairman stressed the project is a deliberate effort by the telecoms regulatory Commission to amplify its commitment to promoting the interest of consumers using various engagement strategies and initiatives to protect, inform, and educate telecoms consumers.

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Expressing gratitude to the Management of the Federal Airports Authority of 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.

According to him, it would also allow the Commission to provide advocacy on consumer concerns as well as create awareness regarding its activities.

The NCC, under the leadership of Prof. Umar Danbatta, Executive Vice-Chairman and Chief Executive Officer (EVC/CEO), 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, Mouka stated.

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In his goodwill message, the Regional General Manager, FAAN, Kabir Mohammed, said that the Management of FAAN was delighted to partner with the NCC on the initiative, as the passengers and airport users will 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 telecoms consumer issues but also curb unfair practices within the system and further bridge any communication gap between the consumers and its regulators.

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Ayanbanji Ojo, Head of Consumer Affairs Bureau at NCC, speaking through Clem Omife, Head of Consumer Protection and Advocacy at NCC,  expressed optimism about the expected success of the initiative.

Ojo noted that many consumers transiting at the airport are already taking advantage of the Desk even before the launch of the TELCARE Desk, to make enquiries or lodge complaints.

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“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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