Prof. Adeolu Akande, the Chairman, Board of Commissioners of NCC, who unveiled the initiative, said the launch of the TELCARE, is the beginning of the helpdesk project expected to adorn some airports and other similar public locations across the country.

He said it is one of NCC’s strategies for expanding the channels of engagement with telecom consumers.

Akande said the project is a deliberate effort by the Commission to amplify its commitment to promoting the interest of consumers using various engagement strategies and initiatives to protect, inform, and educate telecom consumers.

While expressing gratitude to the Management of the Federal Airport Authority Nigeria (FAAN) for its support in ensuring the successful establishment of a TELCARE Desk at the airport, Akande reiterated that the platform would serve as an additional channel for consumers to make enquiries on consumer issues, allowing the Commission to provide advocacy on consumer concerns as well as create awareness regarding Commission’s activities.

The Commission, under the leadership of its Executive Vice Chairman, Prof. Umar Danbatta, has continued to re-engineer its strategies and structures to make them more effective to engage critical stakeholders to address unfair practices including but not limited to matters relating to tariffs.

In his goodwill message, Kabir Mohammed, the Regional General Manager, FAAN, said that the Management of FAAN was delighted to partner with the NCC on the initiative, as the passengers and airport users will have the opportunity to resolve issues bothering them while in transit.

Mohammed also noted that the first-hand interface with consumers would not only expedite the feedback mechanism in addressing telecom consumer issues but also curb unfair practices within the system and further bridge any communication gap between the consumers and its regulators.

Ayanbanji Ojo, NCC’s Head, Consumer Affairs Bureau, speaking through Clem Omife, the Head, Consumer Protection and Advocacy at NCC, expressed optimism about the expected success of the initiative.

Ojo noted that many consumers transiting at the airport are already taking advantage of the Desk even before the launch of the TELCARE Desk, to make enquiries or lodge complaints.

“This is a pilot project, and the Commission will ensure that the TELCARE Desk is established in more strategic locations around the nation. We believe that through adequate education, information sharing, and the provision of layers of channels for complaints and redress, we can safeguard the interest of telecom consumers and innovatively promote the prospect of more excellent consumer experience,” Ojo said.

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Speaking at the launch on Wednesday, Professor Umar Danbatta, the Executive Vice Chairman of the NCC, said that TELCARE commissioning was part of activities marking 2023 World Consumer Rights Day,

In his words: “The TELCARE Desk in Abuja will be a pilot as we plan to set up the desk at strategic locations across the country to provide information to telecom consumers”.

The TELCARE Desk serves as an additional platform to receive and facilitate the resolution of consumer complaints; provide a means through which consumers and citizens can make inquiries on consumer issues; provide a platform for advocacy on any thematic consumer issue or concerns; to further enhance awareness of the Commission’s activities.

Speaking further, the EVC said that the Commission’s Consumer Affairs Bureau (CAB) will sensitize telecom consumers about these interventions aimed at making the environment better for all of humanity.

The CAB will carry this out as part of its Consumer Education mandate, with a significant part of this effort dedicated to providing information that equips the consumer to thrive in a world that has embraced digital finance.

“Through its outreach programmes, which have continued to re-tool to reflect existing realities and trends, the CAB will use its consumer-centric initiatives such as the Telecom Consumer Parliament (TCP), Telecom Consumer Town Hall on Radio (TCTHR), Telecom Consumer Conversations (TCC) as well as social media platforms and Consumer Portal to sensitize consumers on how renewable energy benefits them and their role in achieving industry transition to it in the interest of the environment.

“The CAB will develop and produce various consumer education materials such as Flexi and Roll-up Banners, and Handbills, and update its Consumer Handbook to include the message about renewable energy.

Danbatta further congratulated the NCC Board of Commissioners, Directors, and Staff of the Commission, respected stakeholders in the telecommunications industry, as the global community celebrates World Consumer Rights Day (WCRD) 2023.

“The Commission is affirming that the theme of this year will form part of the consideration of the Commission’s regulatory mandate. We are committed to responsibly using the world’s resources, including protecting the environment by supporting the industry to transition to renewable energy”, he explained.

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