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by Lolia S. Emakpore (Mrs) Director, Consumer Affairs Bureau at

Empowering the Consumer: Telecom Consumer Parliament A Nigerian Communications Commission Initiative. by Lolia S. Emakpore (Mrs) Director, Consumer Affairs Bureau at 10 th Forum on Telecommunications/ICT Regulations and Partnership in Africa, Lusaka, Zambia. May 21, 2009. OUTLINE.

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by Lolia S. Emakpore (Mrs) Director, Consumer Affairs Bureau at

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  1. Empowering the Consumer: Telecom Consumer ParliamentA Nigerian Communications Commission Initiative by Lolia S. Emakpore (Mrs) Director, Consumer Affairs Bureau at 10th Forum on Telecommunications/ICT Regulations and Partnership in Africa, Lusaka, Zambia. May 21, 2009

  2. OUTLINE • Preamble • Rationale • The TCP • Major Impacts • Conclusion • Appreciation

  3. Preamble • Growth/Spread brings with it challenge of quality of service • The Consumer – the pivot of the industry • Consumer needs and expectations drive industry growth • Quality of Experience (QoE) - critical success factor for Service Providers • Paradgm shift - Consumer satisfaction as measure of performance for Service Providers

  4. Preamble What’s the right equation for Africa – • QoS QoE = CS CSI? or • QoS + QoE = CS CSI? • QoS - quality of service • QoE - quality of experience • CS - consumer satisfaction • CSI – consumer satisfaction index • Need to determine a consumer satisfaction index?

  5. Key Consumer Centric Initiatives • Telecom Consumer Parliament (TCP) • Consumer Outreach Programme (COP) • Consumer Town-Hall Meeting (CTM) • Industry Consumer Advisory Forum • Empowering Consumer Advocacy Groups • ICTs for Persons with Special needs (National summit June 23, 2009 with ITU support) • Integrated consumer contact center • & more…..regulatory interventions!! - codes,enforcement regulations, key performance indicators, compliance monitoring

  6. Rationale • ensure a HAPPY consumer • Value proposition for the consumer – quality & price • bridge consumer –operator –regulator gap • protect consumers from unfair practices • include consumer input in regulatory decisions • provide the consumer a voice • Promote the right of consumers to be heard and listened to -redress

  7. The TCP • Telecom Consumer Parliament - Meet -Your - Service - Provider Forum • A monthly interactive forum • Commenced 29th August, 2003 • Parliamentary in concept & style • Held 51 editions to date • Covered over 30 states of the Federation • Brings together Consumers, Service Providers, the Regulator and major stakeholders • Participation by all strata of consumers & stakeholders

  8. TheTCP • One Hour TV version • Aired on national TV • Nationwide reach to consumers not at the event • New improved TCP features - • Parliamentary & talk show concept & style • Forum discussion on topical issues such as: • linking consumer satisfaction with internal processes • service provisioning for persons with special needs • staying safe, healthy and connected • the role of contact centers in quality service provision • number portability • SIM card registration • & more…… • Promoting SMS culture • Web cast version for the consumer portal

  9. The TCP • TCP a platform for: • inexpensive complaints/dispute resolution • instant resolution of consumer complaints • addressing pertinent industry issues of consumer concern • disseminating information on consumer rights & obligations • eliciting clarifications from service providers on services offered • sharing industry information • consumer empowerment - giving consumers a voice

  10. Major impact • Regulatory interventions & directions on: • Per Second billing • Increase in validity period • Toll Free on customer care & help lines • removal of validity window on recharge cards • improvements in complaints resolution by Service Providers • Guideline on premium rated service • Reduction in SMS tariff

  11. Major impact • First hand feedback from consumers on QoE • Instant complaints resolution • Consumers participation in decision making • Restore consumer confidence • Promote consumer advocacy • Consumer information & education • Institutionalise public accountability

  12. Conclusion • Sustainable Quality of Service is key to consumer satisfaction • Consumer satisfaction as key performance index for industry performance • USP Subsidies tied to minimum QoS threshold • USP funds used for social issues - persons with special needs, women & youth, catch-them-young (5-12years), e-communities, research & innovations, etc. • Return of funds to operators injustice to the public • Use for many more accessibility initiatives until accessicibilty no longer a challenge

  13. Appreciation Thank you. Consumer Affairs Bureau Nigerian Communications Commission e-mail consuaffairs@ncc.gov.ng emakpore@ncc.gov.ng Phone: +234-9-4617405

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