The Nigerian Communications Commission (NCC) has directed telecom companies, including MTN Nigeria and Airtel Nigeria, to ensure that subscribers are attended to within 30 minutes of their arrival at service centers. This is part of the newly issued ‘Quality of Service Business Rules,’ introduced in August 2024, following a draft released in June 2023.
The guidelines aim to improve service quality by setting minimum standards, measurements, and key performance indicators for telecom service providers. Specifically addressing wait times, the NCC stated that service centers must ensure customers are attended to within 30 minutes, with systems in place to track waiting times from the moment a customer arrives.
Adeolu Ogunbanjo, President of the National Association of Telecom Subscribers, praised the move, saying it would reduce overcrowding at service centers and improve customer experience. “This is a significant improvement. The NCC’s efforts to enhance customer service have been commendable, and this development will save consumers time, unlike before when people would wait for hours without being served,” Ogunbanjo noted.
In addition to managing wait times, the NCC introduced several other customer service improvements. Telecom companies are now required to limit call attempts to customer care lines to a maximum of three, and subscribers must be connected to a live agent within five minutes. If that’s not possible, the telcos are required to call the subscriber back within 30 minutes.
The NCC has also mandated that requests to block lost or stolen SIM cards must be processed within five minutes, ensuring that consumers are not charged for any usage after reporting the loss. “Blocking must be completed within five minutes, and any further usage should not be chargeable to the consumer from the time of reporting,” the commission emphasized.
Additional rules include limiting internet outages to a maximum of two hours, except in cases of lawful disconnection. The guidelines also stipulate that subscribers risk losing their phone numbers if their line remains inactive for any revenue-generating event for a year. A line may be deactivated if it has not been used within six months, and if inactivity continues for another six months, the number may be reassigned, except in cases of network issues preventing usage.
However, the NCC provides an option for subscribers to request “line parking,” allowing them to retain their number if they have valid reasons for inactivity. This ensures subscribers do not lose their numbers due to extended periods of non-use.
