In a bid to improve customer experience and relations, the Nigerian Communications Commission (NCC) has issued a comprehensive set of new rules for telecommunication firms operating in Nigeria. These guidelines, designed to align with Section 57 of the NCC Act, aim to enhance customer service standards and ensure swift and efficient support for telecom consumers.
Under the new policy, the NCC has imposed specific time limits to minimize customer waiting times, both during visits to telecom offices and when contacting customer care helplines. According to the NCC document, customers must be attended to within 30 minutes of their arrival at any of the service centers across the country. The licensee is required to provide a means of measuring the waiting time, starting from the moment the customer arrives at the premises.
Furthermore, the NCC has mandated that when customers call a telecom company’s helpline, they must be connected to a customer care representative within five minutes. The maximum number of rings before a call is answered, whether by an Interactive Voice Response (IVR) machine or a live agent, should not exceed five. If a live agent is unavailable within the designated time, the customer should be given the option to hang up and be called back within a maximum of 30 minutes.
The new guidelines also address the issue of inactive subscriber lines. Customers are at risk of losing their numbers if the line remains inactive for a year. The NCC emphasizes that a subscriber line may be deactivated if it has not been used for a Revenue Generating Event (RGE) within six months. If the situation persists for another six months, the subscriber may lose their number, unless a network-related fault is inhibiting an RGE. The commission, however, allows subscribers to request line parking by providing proof of a valid reason for the line’s inactivity.
Moreover, the NCC expects telcos to send a short beep to the customer or call initiator for two minutes and 30 seconds to terminate ongoing calls. In situations where a call cannot last for up to 30 seconds, a low credit announcement should be played.
These new guidelines come as part of the NCC’s ongoing efforts to ensure that telecommunications companies in Nigeria prioritize their customers’ needs and provide top-notch services. By setting clear standards and performance indicators, the NCC aims to foster a more customer-centric approach within the telecom industry.
Telecom companies such as MTN, Airtel, 9mobile, and Glo are now required to fully comply with these new rules to enhance the overall customer experience in the country. Failure to adhere to the guidelines may result in penalties or other regulatory actions from the NCC.
The NCC has invited stakeholders to contribute to the policy, demonstrating its commitment to promoting a transparent and inclusive decision-making process. These new rules are expected to significantly impact the telecom landscape, creating a more customer-friendly environment and fostering stronger relationships between consumers and telecom service providers.
Nigerian Communications Commission (NCC) Identifies Malicious Google Chrome Extensions; Urges Immediate Uninstallation to Safeguard User Data
The Nigerian Communications Commission (NCC) has issued a warning to Nigerians regarding five malicious Google Chrome extensions that have been identified by its Computer Security Incident Response Team (NCC-CSIRT). The extensions, including McAfee Mobile, Netflix Party, Netflix Party 2, Full Page Screenshot Capture Screenshotting, FlipShope Price Tracker Extension, and AutoBuy Flash Sales, have been found to surreptitiously track online browser activities and steal users’ sensitive data.
According to the NCC, these seemingly innocuous extensions have been downloaded over 1.4 million times worldwide, making them a significant risk to users’ privacy and security. Users are often unaware of the invasive functionality of these extensions, which monitor their visits to e-commerce websites and modify their cookies to appear as if they came through a referrer link. As a result, the developers of these malicious extensions receive an affiliate fee for any purchases made at the affected electronic shops.
The potential damage from these malicious extensions is high, and it poses a significant threat to the privacy and financial security of users. The NCC urges all Nigerians who have these five Google Chrome extensions installed on their devices to remove them immediately to safeguard their personal information.
While the Google team has taken steps to remove several malicious extensions from the Chrome Web Store, the NCC warns that keeping all malicious extensions out may prove to be a challenging task. Therefore, telecom consumers are advised to exercise caution when installing any browser extension and thoroughly review the permissions requested by such extensions before installation.
To protect themselves from falling victim to these malicious extensions, users should be vigilant and pay close attention to any promptings from their browser extensions. They should scrutinize the permissions requested by the extensions, especially the data access required, before proceeding with the installation.
In light of the potential risks associated with these malicious extensions, the NCC-CSIRT recommends that internet users take immediate action and manually remove all listed extensions from their Chrome browsers. This proactive approach will help users mitigate the risk of their data being stolen and used for unauthorized purposes.
The NCC’s swift response in identifying and warning users about these malicious extensions is commendable. By proactively addressing cybersecurity threats, the NCC demonstrates its commitment to protecting the privacy and security of Nigerian internet users.
To ensure broader awareness and protection, Nigerians are encouraged to share this information with their friends, family, and colleagues. By doing so, they can collectively contribute to a safer digital environment for everyone.
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