Overview
IntroductionThe telecommunications sector in Nigeria plays a pivotal role in safeguarding and facilitating citizens’ rights to freedom of expression and privacy in Nigeria. The telecommunications sector is regulated by the Nigerian Communications Commission (“NCC/ the Commission”), whose regulatory function in the telecommunications sector is to ensure consumer protection and service quality. By virtue of Section 106 of the Nigerian Communications Act 2003 (“the NCA”), the NCC is empowered to establish guidelines in relation to matters of customer service and consumer protection. Furthermore, Section 70 of the NCA empowers the NCC to make, issue, and publish rules and regulations on various matters, including but not limited to written authorisations, permits, assignments, and licenses granted or issued pursuant to the NCA.
In line with its powers under the NCA, on July 30, 2024, the NCC introduced the NCC Consumer Code of Practice Regulations, a comprehensive framework designed to protect telecommunications consumers, promote fair business practices, and enhance service delivery in Nigeria’s telecommunications industry. The NCC Consumer Code of Practice Regulations, 2024 is divided into two parts – the Regulations and the General Code. While the Regulations provide the procedures to be followed by a licensee/ telecommunications company (“telcos/ licensee”) in preparing an approved consumer code of practice, the General Code provides for the minimum standard to be followed by a licensee for the provision of services and consumer practices.
The 2024 Code, which repeals the Consumer Code of Practice Regulations, 2007, introduces notable provisions that protect the rights of both the consumers and the licenses. The Consumer Code of Practice Regulations, 2024 addresses critical areas such as consumer rights, service quality, billing transparency, complaint resolution, and data privacy. Accordingly, this article will discuss the objectives of the Consumer Code of Practice Regulations and highlight the relevant sections of the General Code that protect the rights of consumers of the telecommunication sector.
