Speaking further, Mr Ogunbanjo said that the Nigerian Communications Commission (NCC) understands the challenges faced by the network operators but “they don’t hit the nail on the head” by sanctioning them.
“The company’s process is, you first of all complain to the offending network operator, thereafter, when you are not satisfied, you then escalate to NCC.
“The problem lies with their customer care (lines); 180, 222, 200, you seem not to reach them, but unfortunately once you reach them, they keep telling you about their promos. You will be lucky if you could reach them to talk to and that, unfortunately, is the first step before you escalate to the NCC.”
He stressed that if at that point the NCC responds to the telecom subscribers on the issues they have, the problems would be solved.
Speaking about the quality of their services, Mr Ogunbanjo suggested that proper compensation should go to customers who are victims of the network operators’ deficiencies.
“There is a percentage that goes to the government on every call, which runs to billions of naira. However, the subscriber is never taken care of,” he complained.
“When the network operators are found guilty of some deficiencies about their network, the fine goes to the government.
“Rather than giving the fines to the government, I want that change for the new NCC. I will want the new NCC to look at the subscribers from (the perspective of) suffering poor quality of service and to compensate them by giving soft fines through giving free airtime from the network operators to the subscribers that have really suffered injury,” he said.
Mr Ogunbanwo also spoke about other issues that telecom subscribers in Nigeria have complained about. They include unsolicited messages, cyber crime and phone crime.
He stated that every SMS sent to subscribers must include options to opt out, adding that the issue of cyber crime and mobile phone crime could also be made easy by creating “a simple method” to fighting them.
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