Wednesday, May 19, 2021

Exclusive: MTN tops customers complaints chart in Q1 - ITREALMS

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MTN Nigeria Communications Limited, operators of MTN Nigeria, has been named top on the chart of customers complaints per service providers in the country, reports 
ITREALMS exclusively.
MTN, ITREALMS gathered led breakdown of complaints received in the first quarter of 2021, according to the Nigerian Communications Commission (NCC) Q1, 2021 Report on Complaint Management issued by the Consumer Affairs Bureau.
ITREALMS gathered that of the 3,019 received by the Commission, MTN got 1,261 complaints, which made up some 51.8 per cent of the total complaints by telecom consumers in the country for the period.

Following MTN, 
ITREALMS gathered was Airtel Nigeria with 973 complaints which attributed to some 32.2 per cent of the total complaints.

While Globacom came third with 549 complaints which amounted to some 18.2 per cent total complaints within the period under review, whereas 9Mobile got 179 complaints which places the network as having some 5.9 per cent of the total of 3,019 consumer complaints received in quarter 1.

The remaining 52, 
ITREALMS gathered came from customers of other licensees.

This is coming as NCC said it has resolved about 99.2 per cent of telecom consumer complaints in Q1 2021.

These complaints, NCC confirmed to 
ITREALMS were received from four complaint channels established by the Commission, namely NCC contact centre, consumer portal, social media handles and written complaints.

Director, Public Affairs at NCC, Dr. Ikechukwu Adinde, told 
ITREALMS that the Commission resolved 99.2 per cent of service-related complaints received from telecom consumers across the major network operators in Q1, 2021.

He also affirmed that the Q1, 2021 Report on Complaint Management issued by the Consumer Affairs Bureau of the Commission, has a total of 3,019 consumer complaints compared to 2,854 complaints received in the Q1, 2020.

Remmy Nweke/DoP

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