Protection Offered to the Consumer under Various Legislation/Laws
There are many laws that are relevant in protecting consumers’ rights in the telecommunication sector:
- Consumer Code of Practice Regulations 2007 (CCPR 2007),
- Quality Service Regulations, 2013
- NCC (Registration of Telephone Subscribers) Regulations, 2011 Etc.
These laws provide for these rights, with a few stated below;
I. Right to Information
Every subscriber is entitled to certain basic information relating to the product or service that they want to purchase. Paragraph 6(1) of the Code of Practice Regulations 2007 (CCPR 2007) provides that licensees shall provide consumers with information on their services that is complete, accurate, and up-to-date and in simple, clear language. Licensees are urged to “endeavour to respond promptly to consumers’ requests for information on their services[8].
II. Right to Quality Service
Provision has been made for consumer protection and quality of services[9]. NCC has made and published the Quality of Services Regulations 2013 (QSR) to ensure the protection and promotion of the interests of consumers against unfair practices including matters relating to tariffs and charges, the availability and quality of communications services, equipment, and facilities; improve and maintain high-level service quality, and provide that will help customers make an informed choice of services and service provider.
III. Right to Fair Charges and Accurate Billing
Paragraphs 21 – 27[10] of the Code make detailed provisions relating to billing, charging, credit, and collection practice. Among other things, a licensee shall at all times endeavour to ensure that billing is accurate, timely, and verifiable, and that sufficient information shall be on the bill or otherwise readily available to the consumer for verification of the bill without any charge.
IV. Right to Privacy and Protection of Personal Information
The Code makes elaborate provisions for privacy, fair use of consumer information, and confidentiality. Any licensee that collects information on individual consumers shall adopt and implement a policy regarding the proper collection, use, and protection of that information[11].