See NCC new instruction to MTN, GLO, 9mobile, Airtel on Customers SIM

• The NCC has mandated telecom operators to block stolen SIM cards within five minutes of receiving a report from subscribers
• The commission directive new directive to Telco is part of its ongoing efforts to combat SIM-related fraud
• MTN, GLO, Airtel, and 9mobile are the leading telecommunication providers, with combined subscribers of over 130 million

Legit.ng journalist Dave Ibemere has over a decade of business journalism experience with in-depth knowledge of the Nigerian economy, stocks, and general market trends.

The Nigerian Communications Commission (NCC) has issued a new directive requiring all telecommunications companies in the country to block stolen Subscriber Identification Module (SIM) cards within five minutes of receiving a report from subscribers.

Telcos to block SIM cards within 5 mins of complain Photo credit: George Osodi
Source: Getty Images

This directive was contained in the Quality of Service Business Rules released on its website, which contained several customer service enhancements to improve the overall quality of telecom services.

NCC explained that the 5-minute instruction to telcos is part of its efforts to combat the increasing incidence of SIM-related fraud and to bolster the security of mobile phone users across Nigeria.

PAY ATTENTION: Share your outstanding story with our editors! Please reach us through info@corp.legit.ng!

More directive to telcos

Another instruction given is telecom companies are now required to attend to subscribers within 30 minutes of their arrival at service centres.

The NCC emphasized that:

Additionally, the commission has mandated that customers must be able to speak with a live agent within five minutes, and subscribers should not have to make more than three calls to connect with customer service.

If these requirements are not met, the telecom companies must return the subscribers' calls within 30 minutes.

Further regulations were introduced concerning internet outages, which the NCC decreed must not last more than two hours unless a lawful disconnection is involved.

The Commission has also issued guidelines regarding inactive lines, warning that any subscriber line not used for revenue-generating activities within six months may be deactivated, with the risk of the subscriber losing their number if the inactivity continues for another six months.

MTN CEO Karl Toriola sends message to FG on tariff hikes

Legit.ng previously reported that MTN's chief executive officer, Karl Toriola, has expressed deep concern over the crisis the Nigerian telecommunications industry is facing.

The MTN boss disclosed on Tuesday, August 13, 2024, at the telecom investment forum hosted by Financial Derivatives Company (FDC) in Lagos that despite the sector's growth in the past two decades, it now faces severe threats due to increasing costs and unsustainable pricing.

Toriola stated that a price hike is necessary to tackle the need to rescue the sector from imminent collapse, saying that it is in an intensive unit.

Source: Legit.ng