NCC orders immediate blocking of stolen SIM cards to combat misuse. Find out how this new regulation will affect telecom operations and user safety.
New directives have been issued by the Nigerian Communications Commission (NCC) to enhance security and service quality for telecommunications companies operating in Nigeria.
The NCC has made a momentous decision requiring all telecom providers to promptly block SIM cards reported as stolen by subscribers, within five minutes.
The Commission aims to fight the increasing threat of fraud related to SIM cards and safeguard mobile phone users through this directive, as part of their continual endeavours.
Besides quickly blocking stolen SIM cards, the NCC has implemented various measures aimed at enhancing customer service and user experience.
The Commission’s “Quality of Service Business Rules” released in August 2024 (based on a draft from June 2023) mandates that telecom firms must attend to subscribers within half an hour after arriving at their service centers.
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This regulation aims to cut down waiting times while guaranteeing timely assistance for customers.
It is emphasized by the NCC that customer care centers should not make customers wait for more than 30 minutes, and telecom operators need to put in place methods of measuring this waiting duration from when a client arrives.
Additionally, the Commission has made it obligatory for clients to speak with an actual person within five minutes after contacting customer service.
In order to make the process more efficient, telecom companies have set a limit of three calls for connecting to customer service lines. If immediate connection cannot be made, these companies must call back their subscribers within 30 minutes.
The NCC established rigorous directives pertaining to internet service outages. As per the updated regulations, any outage lasting over two hours is deemed unacceptable except for lawful disconnection scenarios.
The Commission explicitly emphasized that prolonged disruption beyond this time frame would require valid justification.
Additionally, directives pertaining to the deactivation of dormant customer lines were instituted by NCC. If a patron’s line remains unused during revenue-generating events (RGEs) for six months, its functionality may be disabled.
Unless network-related issues cause the non-exercise persisting over another half-year term, loss of telephone number will ensue for such subscribers.
Nevertheless, in case an inactive phase is anticipated by any subscriber priorly can choose “line parking” as temporary suspension till resumption without forfeiting their contact digits.
The NCC’s mission to improve the quality of telecommunications services and offer reliable, secure mobile communication is demonstrated through these extensive guidelines.
By implementing new regulations, subscribers can expect better service performance, increased protection against fraud schemes or interruptions thereby increasing consumer satisfaction levels.
