NCC Moves to Deploy Automated Consumer Complaints Management System

In alignment with the global trend and adoption of Artificial Intelligence in different sectors of the economy, the Nigerian Communications Commission has revealed plans to deploy an Automated Consumer Complaints Management System.

The telecom regulator made this disclosure while commemorating the 2024 World Consumer Rights Day, the event which held at the Commission’s Head Office in Abuja.

Celebrated globally on March 15, the World Consumer Rights Day (WCRD) is an annual event celebrated to raise awareness about the rights of consumers worldwide and protect them from unfair trade practices. This year is themed “Fair and Responsible AI for Consumers”.

Speaking at the event, the Executive Vice Chairman of the commisison, Dr. Aminu Maida said responsible AI aims to empower consumers, build trust, and minimize negative effects.

Ably represented by the Executive Commissioner, Technical  Services(ECTS) Engr. Abraham Oshadami, the EVC noted that the commission has over the years kept faith with this date to highlight the important position the telecom consumers occupy in the telecommunications ecosystem in Nigeria.

In order to uphold the rights of consumer which have evolved over the years with additional new consumer rights like the right to privacy, the right to quality of service, the right to timely redress, right to action on disputed charges, right to fair complaint process and right to accurate billing.

The Commission revealed in addition to the consumer-centric initiatives put in place to deal with first level complaints by the telecom consumer, the management is in the final process of deploying the Automated Consumer Complaints Management system, which will further expand the complaints channels and improve complaints resolutions even at First Level with Service Providers.

NCC’s Consumer-centric Initiatives

These initiatives include the Consumer Complaints Management (CCM), through which various channels of lodging complaints were created, the NCC Toll-free line 622 available between 8:00am to 8:00pm daily except on Sundays and Public Holidays.

The Do-Not-Disturb (DND) Code 2442, for stopping unsolicited messages, the consumer portal – http://consumer.ncc.gov.ng, and the Commission Consumer X account @Consumersncc.

Other initiatives include the Telecom Consumer Assistance, Resolution and Enquiries (TELCARE), at Nnamdi Azikiwe International Airport, Abuja, an additional platform to enhance awareness of the Commission’s activities, make enquiries on consumer complaints and also for advocacy on any thematic telecom issues or concern.

AI, Nigeria Telecoms and the Consumer

Speaking on AI, the EVC noted that consumers need to understand how AI systems work and have a way to address issues or biases.

In his words, “AI has already made significant inroads into our lives. From voice assistants that respond to our commands to recommendation algorithms that suggest what we should watch, read, or buy, AI is all around us. It’s driving innovation in healthcare, finance, transportation, and countless other fields.

“Using AI responsibly is crucial in order to guarantee consumer trust and circumvent possible problems.

“Responsible AI means using it in an ethical way throughout its development, deployment, and usage. This includes considering issues like bias, privacy, transparency, and accountability. According to reports, responsible AI aims to empower consumers, build trust, and minimize negative effects.

“The rapid advancement of artificial intelligence (AI) is reshaping industries and transforming the way we live and work.

“However, as AI technologies become increasingly integrated into various aspects of society, so they bring forth a complex web of legal and regulatory challenges. Navigating this uncharted territory requires a careful examination of existing laws, the development of new regulations, and ethical considerations to ensure that AI benefits society without compromising fundamental rights and values.

On his part, the Deputy Director of NCC’s Consumers Affairs Bureau, Mr Clem Omife said consumer education also form a major tool for promoting consumer rights.

“Therefore the Commission continues to engage with consumers and consumer issues using it various outreach programmes such the Telecom Consumer Parliament, Telecom Consumer Conversations:Market Conversation, Village Square Dialogue, Campus Conversation, NYSC Camp Sensitization Town Hall on Radio. We have also published the Telecom Consumer Handbook and transcribed into Braille for the Visually impaired.

“The Commission recognizes the important position the consumers occupy in the telecommunications ecosystem, and therefore will continue develop and promote consumer centric initiatives aimed at ensuring that the rights of consumers are protected.

“Certainly, we cannot over-emphasis the importance the consumers,” Omife said.