MultiChoice Nigeria Limited, provider of Digital Satellite Broadcast Television (DStv) service has conceded to the Consumer Protection Council (CPC) as MultiChoice has been ordered to compensate and provide toll-free lines to its subscribers.

The information disclosed in a statement issued by the CPC Deputy Director of Public Relations, Mr. Abiodun Obimuyiwa, in Abuja. He said the order was passed after an extensive investigation on alleged violation of consumers’ rights.

In a written statement by the cable providers, MultiChoice Nigeria has noted the Consumer Protection Council’s (CPC) orders as outlined in the Order of Council dated February 16th 2016, and confirms its commitment to continue its engagement with the CPC to resolve the matter in the best interests of DStv subscribers.

Obimuyiwa stated that the CPC had ordered MultiChoice to suspend its service when consumers were away; release free-to-air channels even when subscription had expired and compensate consumers for lost viewing time.

According to the statement, the council also ordered the introduction of local toll-free lines and reasonable equitable spread of popular sports channels, among others. It added that in the same vein, the company shall for 18 months from the date of the orders, subject its processes to the Council’s inspection to ensure compliance with the directives contained in the orders.

The statement noted that the Council observed that the company’s billing system, whereby “billing is not contemporaneous with the provision of service” was not in the best interest of consumers. It, therefore, ordered MultiChoice to install a billing system that would ensure that billing starts with the provision of service.

It also ordered the company to, within 90 days, provide across board compensation to subscribers, considering the fact that many of them have over time lost legitimate and paid viewing time by its conduct. Such compensation, it added, include not restoring service contemporaneously after payment as well as other instances of disruptions.

Similarly, the company directed the company to, within 180 days, adopt a technology that supports suspension of service when subscribers are unable to enjoy their service on account of being away for a limited period of time.

It explained that such request for suspension of service could be done between seven to 14 days and not more than twice in a year with a 72-hour notice to MultiChoice.

On non-availability of popular channels in certain bouquets, the CPC ordered the firm to, within 90 days, ensure reasonably equitable spread of popular sports and other channels.

The MD of MultiChoice Nigeria, Mr. John Ugbe, said the cable company values the order from the CPC. “The business and management value the input it has received from the CPC in order to improve the DStv customer experience. We would especially like to thank the DG and the CPC investigating team for the professional manner in which they conducted the investigation and for their willingness and availability to meet with us to engage on the issues” he said.

Ugbe further noted that “unlike free-to-air operators, pay television businesses are dependent on subscriptions. If we lose subscribers, it negatively impacts our revenue and ultimately the sustainability of our business. It is therefore in our best interest to ensure that customer complaints are attended to and all efforts made to resolve queries in the interests of the subscriber.

“We wish to assure subscribers of our commitment to continue to co-operate fully with the CPC on the Order of Council, and will endeavor by all means to meet the order and deadlines, where possible,” he said.

The statement then quoted the Council’s Director-General, Mrs. Dupe Atoki, as expressing optimism that compliance with these reforms would bring about a new dawn for Nigerian consumers.

Atoki said it would henceforth allow consumers to enjoy value for money in their engagement with the company.

She reiterated the Council’s commitment toward sanitising the nation’s market-place for the benefit of consumers but added that no stone would be left un-turned to ensure that it was no longer business as usual and shoddy service delivery would become a thing of the past.

MultiChoice has further reiterated its commitment to providing the best Video Entertainment supported by excellent customer services and delivered through leading technology.


http://www.marketingedge.com.ng/multichoice-nigeria-concedes-to-cpc/

All these terminologies

If there's a pay-per-view arrangement in place, then that should be communicated in clear terms.

DesChyko:
All these terminologies

If there's a pay-per-view arrangement in place, then that should be communicated in clear terms.

CPC cannot wade into pricing(pay-per-view) except under the competition regime which is coming. the lower house just concluded a public hearing on that. when that is passed the will regulate even regulators and will have power to determine even pricing in dstv case (pay-per-view)

EVALUATION OF CONSUMER PROTECTION IN NIGERIA
http://www.bravoprojecthelp.com/marketing/evaluation-consumer-protection-nigeria/