Procedure For Lodging a Consumer Complaint

Consumers of telecom services – telephone (fixed & wireless), prepaid card calling, internet services, voicemail, paging, radio trunk networks, satellite network services (VSAT domestic services); who are dissatisfied with services rendered to them by any of the operators has a right and unfettered freedom to redress the situation through formal lodging of complaints to the NCC.

Please read carefully the procedures, which are outlined hereunder in form of frequently asked questions and answers.

Que: What is the first thing a dissatisfied consumer of telecom services should do in order to get his problem solved?

Ans: He should first of all, contact the company, agency or service provider whose services or products he is not happy or satisfied with. In event that the problem is not satisfactorily solved by the service provider, he can now proceed to file a written complaint to the Help Desk, Consumer Affairs Bureau of the Nigerian Communications Commission (NCC) at Abuja or any of our Zonal offices in Lagos, Port Harcourt or Kano.

Que: How can a subscriber/consumer lodge a complaint?

Ans: We entertain only hand written or type written complaints. A complaint must not exceed two A4 pages, which must of necessity be readable, clear and to the point (s). Every complaint should be addressed to any of these addresses depending on your location, Alternatively, you can send us a fax.

Que: What particulars of the complainant should be furnished along with his/her complaint?

Ans: The particulars include name, address phone number (s) fax, e-mail and problems he/she is facing and its or their duration. A brief explanation of the circumstances that led to the complaint, name of service provider and telephone number.


Que: What happens when a consumer complaint is received by NCC Consumer Affairs Bureau?

Ans: The complaint is analyzed and investigated immediately. Consumer Affairs Bureau reaches out to the service provider complained against. If the Bureau is satisfied that the service provider breached terms of its contract with the consumer, or acted contrary to the code of practice as approved by the NCC, the Commission takes appropriate action without delay which in most instances will get the service provider to ameliorate the situation.


Que: Will NCC Consumer Affairs Bureau get back to the consumer who lodged a complaint?

Ans: Yes of course. In cases where investigations are concluded in less than 48 hours, the complainant will be reached by phone or fax under 48 hours, other -wise he/she will be communicated in writing on the outcome of the review within one week.


Que: Do I have to pay for the services of Consumer Affairs Bureau?

Ans: NO! The services of the CAB is rendered FREE OF CHARGE. ‘So, take advantage of us, so that no one takes advantage of you.’


Que: Can an aggrieved consumer sue the service provider in a court of law over a breach of contract.

Ans: Yes. But NCC advises that this should be a last resort. Dialogue and peaceful negotiations are preferred and should be fully explored before resorting to protracted and costly litigation. NCC is assiduously working out an acceptable arbitration framework, which will amicably resolve differences and disputes between service providers and consumers.

Que: What issues can consumers complain to NCC about?

Ans: These include the following among others: doubtful bills, arbitrary disconnection of lines, non- challant attitude towards genuine complaints, poor services delivery, untruthful and deceptive advertisements, unauthorized hiking of cost of services, supply of sub -standard equipment, bare -faced exploitation and invasion of privacy.


Que: Is NCC a government agency?

Ans: Yes! NCC is a full-fledged Federal Government agency with independent status to effectively regulate the activities of operators, suppliers, and consumers in the telecommunications industry.

Consumer Complaint Form