The Nigerian Communications Commission (NCC) has reiterated its commitment to ensuring that the rights of telecom consumers are protected, even as consumer rights have evolved with global trends in the industry.
Speaking at an event that celebrated the 2024 World Consumer Rights Day held last week in Abuja, Executive Vice Chairman/CEO of NCC, Dr. Aminu Maida, represented by the Executive Commissioner, Technical Services Designate at NCC, Engr. Abraham Oshadami, disclosed that the Commission, in alignment with the global trend, adopted the theme for this years’ edition of World Consumer Rights Day as “Fair and Responsible Artificial Intelligence (AI) for the Consumer”.
Explaining the essence of the theme and its relevance to future economic growth, the EVC noted that AI is a phenomenon that has captured the imagination of scientists, engineers, and thinkers for decades. “It represents the culmination of human innovation and the quest to create machines that can mimic human intelligence and problem-solving capabilities.
AI has already made significant inroads into our lives. From voice assistants that respond to our commands to recommendation algorithms that suggest what we should watch, read, or buy, AI is all around us. It’s driving innovation in healthcare, finance, transportation, and countless other fields.”
Using AI responsibly is crucial in order to guarantee consumer trust and circumvent possible problems, the EVC emphasised.
“Responsible AI means using it in an ethical way throughout its development, deployment, and usage. This includes considering issues like bias, privacy, transparency, and accountability. According to reports, responsible AI aims to empower consumers, build trust, and minimize negative effects,” he said.
Acknowledging that consumers are the most important part of any business, and their protection is of utmost importance, the EVC enumerated their rights to include the right to safety, the right to be informed, the right to choose, and the right to be heard, among others.
Dr. Maida noted that the Commission has over the years kept faith with commemoration to highlight the important position the telecom consumers occupy in the telecommunications ecosystem in Nigeria in order to uphold the rights of consumer which have evolved over the years with additional new consumer rights like the right to privacy, the right to quality of service, the right to timely redress, right to action on disputed charges, right to fair complaint process and right to accurate billing.
Speaking on the Commission’s drive towards consumer rights and advocacy, NCC’s Deputy Director, Consumer Affairs, Mr. Clem Omife stated: “The Commission recognizes the important position the consumers occupy in the telecommunications ecosystem, and therefore will continue develop and promote consumer centric initiatives aimed at ensuring that the rights of consumers are protected.
Consumer Education also form a major tool for promoting consumer rights and therefore the Commission continues to engage with consumers and consumer issues using it various outreach programmes such the Telecom Consumer Parliament, Telecom Consumer Conversations: Market Conversation, Village Square Dialogue, Campus Conversation, NYSC Camp Sensitization Town Hall on Radio. We have also published the Telecom Consumer Handbook and transcribed into Braille for the visually impaired.”
He revealed that the NCC is in the final process of deploying the Automated Consumer Complaints Management system (ACCMS), which will further expand the complaints channels and improve complaints resolutions even at first level with service providers. “Certainly, we cannot over-emphasis the importance the consumers.”
Buttressing his point, he took a quote from Adams Smith’s book ‘Wealth of Nations’: “Consumption is the sole end and purpose of all production (and Services) and the interest of the producer/service provider ought to be attended to, only so far as it may be necessary for promoting that of the Consumer.”
The World Consumer Rights Day is observed and celebrated on every 15th of March. This day is set aside to highlight the rights of consumers and protect them from exploitation, discrimination, and other forms of unfair practices. The NCC hosted a commemorative forum and road show to celebrate this year’s campaign.
