The objective of ICAF is to ensure that all stakeholders are carried along in articulating a regulatory process that will promote and ensure consumer protection at all times.
The 4th quarter/open forum’s theme ‘’Effective Service Delivery: Issues and Challenges” emphasised on series of topical issues that are passionate to consumers. There were Ninety Seven(97) registered participants at the event.
Issues discussed and resolved were as follows:
• "Creating Customer-Centric Culture; Paradigm Shift from Customer Satisfaction to Customer Experience"
• ''Issues and Challenges of Effective Service Delivery''
• ''Service Providers' Compliance; Unsolicited SMS, Automatic Data Plan Renewal and Credit Depletion''
Resolutions:
The forum enjoined Service Providers to progress from customer satisfaction to positive customer experience for all their subscribers.
The forum notes with great concern the numerous complaints of unsolicited text messages in the telecom industry and the need for a comprehensive framework from the NCC to address this issue in order to ameliorate the nuisance this has become.
The Nigerian Communications Commission (NCC) to meet with the Network Operators/Service Providers and VAS licensees to urgently address the issues of unsolicited text messages and automatic data renewal.
NCC to put pressure on the National Assembly to urgently pass the Critical National Infrastructure Bill.
The Commission to address the challenge of Multiple Taxation in the sector and canvass the adoption of the Lagos State smart city model to the remaining states of the Federation.
The Commission and the Service Providers to step up subscriber awareness campaign on industry issues and challenges
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Business