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NCC Resolves 99.2% of Telecom Consumer Complaints in Q1 2021

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Telecom Consumer Complaints

By Modupe Gbadeyanka

In the first quarter of 2021, 99.2 per cent of service-related complaints (3,019 versus 2,854 Q1 2020) received from telecom consumers across the major network operators were resolved by the Nigerian Communications Commission (NCC).

A breakdown of the complaints within the period under review showed that 2,759 (91.4 per cent) came through the NCC Contact Centre; 188 (6.2 per cent) were received via the NCC Consumer Portal; 50 (1.7 per cent) complaints came to the commission through its various social media platforms, while 22 (0.7 per cent) were written complaints.

With respect to breakdown by service providers’ customers, 1,261 (51.8 per cent) of the total complaints were lodged by MTN customers, 973 representing 32.2 per cent relate to Airtel subscribers, 549 (18.2 per cent) were accounted for by Globacom subscribers; 179 (5.9 per cent) by 9mobile customers, while the remaining 52 complaints came from customers of other licensees.

On a month-on-month basis, 971 complaints were received in January, 1,039 in February and 1,009 in March.

The report also indicated that issues related to billings, quality of service/experience for voice, as well as the quality of service/experience for data were the three topmost complaint types from telecom consumers in the period under review.

The NCC, in its Q1 2021 Report on Complaint Management issued by its Consumer Affairs Bureau, disclosed that of the 3,019 consumer complaints, 2,995 consumer complaints were successfully resolved, while only 24, representing 0.8 per cent, which were escalated to service providers, are pending resolution from the respective service providers in line with the revised Consumer Complaint/Service Level Agreement (CC/SLA) of 2019.

In his reaction, the Executive Vice Chairman of NCC, Mr Umar Garba Danbatta, said the agency, as a consumer-centric telecoms regulator, will continue to explore new initiatives to strengthen the existing consumer complaints management process while ensuring prompt and satisfactory resolution of all complaints.

He urged the consumers to continue to take advantage of the various channels made available by the commission, including the 622 toll-free consumer complaints line, its consumer web portal on its website and other social media channels to promptly lodge their complaints in the event of service dissatisfaction.

“NCC’s actions in this regard are in line with its mandate to protect and defend the rights and interests of the consumer, and to give concrete expression to its faith in the consumer as the lifeblood of the telecoms sector,” Mr Danbatta said.

Expressing satisfaction with the report, he emphasised that the agency will remain committed, in collaboration with relevant stakeholders, to continually improve quality of service both for voice and data services, assuring consumers of NCC’s readiness to always defend their rights and interests.

Modupe Gbadeyanka is a fast-rising journalist with Business Post Nigeria. Her passion for journalism is amazing. She is willing to learn more with a view to becoming one of the best pen-pushers in Nigeria. Her role models are the duo of CNN's Richard Quest and Christiane Amanpour.

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Interswitch Launches API Platform for Developers

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API platform

By Modupe Gbadeyanka

An easy-to-integrate Application Programmable Interfaces (API) platform designed for developers for creating digital products and solutions for Africans has been introduced by Interswitch.

The interface has internal APIs, partner APIs, and infrastructure APIs designed to empower Africa’s digital ecosystem. It also serves as a one-stop shop for innovators in the tech ecosystem who seek to build viable, market-fit products that address local needs.

To attract innovators, the firm, which prides itself as Africa’s leading integrated payments and digital commerce company, has introduced a referral system to reward developers who refer merchants to use its APIs.

At the unveiling of the API platform on Thursday, August 11, 2022, at the Zone Tech Park, Gbagada, Lagos, the Managing Director of Paymate, Interswitch Group, Mr Muyiwa Asagba, stated that the tech giant remains focused on providing digitally empowering products for developers and business owners who are crafting solutions for the everyday African.

Over time, Interswitch has continued to champion the development of the continent’s technology ecosystem through strategic partnerships and the democratization of developer and business integration tools that help tech creators and small business owners produce market-ready products within a short period.

“For two decades, Interswitch has consolidated its efforts in its support for the growth of the African tech ecosystem by availing developers with valuable resources that enable them to build commercially viable products with ease.

“Away from that, we also take seriously the need to innovate so as to stay ahead of the pack, which is a core part of who we are as an evolving technology brand,” Mr Asagba said.

On his part, the Business Development Manager for Merchant Acquisition at Interswitch, Mr Sunday Olaniyan stated that, “Developers will earn 5% of every transaction fee that Interswitch charges on their referred merchants for 5 years.”

Also speaking at the unveiling event, Abdul-Hafiz Ibrahim, Group Head, Engineering, Paymate, Interswitch, noted, “Launching our API Platform was driven by the need to make API integration seamless for developers without the bureaucratic hurdles that have characterized the API-integrating system over the past few years.

“Not only are we making products and solutions development faster, but we are also creating an interface where developers can communicate, share ideas and offer solutions at an accelerated pace.”

To expand its goal of creating a sustainable African tech hub, Interswitch remains a firm supporter of initiatives that spur conversations around the evolution of the Nigerian, and in general, African tech ecosystem. This was expressed in its recent support of the Nigerian Fintech Forum where seasoned experts across sectors including Fintechs, telcos, and banks were in the audience.

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Meta Warns Users About Malware in Fake YouTube, WhatsApp Apps

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$100m YouTube Grant

By Adedapo Adesanya

Meta, the parent company of Facebook, Messenger, Instagram, and WhatsApp has raised an alarm over a dangerous new malware in fake YouTube and WhatsApp apps.

The company in its latest Quarterly Adversarial Threat Report 2022 said the new threat named Dracarys is being injected into fake versions of popular apps such as WhatsApp and YouTube.

According to the report, this malware strain is capable of stealing call logs, contact information, files, SMS texts, geolocation, and device details from an Android device as well as taking photos secretly, enabling the phone or tablet’s microphone.

The latest report revealed that the Dracarys malware is named after the famous Game of Thrones dragon attack order, which is run by the hacking group Bitter APT, which operates out of South Asia. This hacking group has been said to attack users from the United Kingdom, New Zealand, India, and Pakistan.

“We found Bitter using a new custom Android malware family we named Dracarys. Notably, it used accessibility services, a feature in the Android operating system to assist users with disabilities, to automatically click through and grant the app certain permissions without the user having to do it.”

“Bitter injected Dracarys into trojanized (non-official) versions of YouTube, Signal, Telegram, WhatsApp, and custom chat applications capable of accessing call logs, contacts, files, text messages, geolocation, device information, taking photos, enabling microphone, and installing apps.

“While the malware functionality is fairly standard, as of this writing, malware and its supporting infrastructure has not been detected by existing public anti-virus systems. It shows that Bitter has managed to reimplement common malicious functionality in a way that went undetected by the security community for some time,” it added.

The Bitter APT group, which has been active since 2013, has previously targeted the energy, engineering, and government sectors with Remote Access Trojans (RATs) that were spread via spear-phishing emails or by the exploitation of known flaws. In 2021, for instance, researchers found the group exploiting a zero-day privilege escalation flaw (CVE-2021-1732) in the Windows 10 operating system.

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Technology

Four Ways Young Nigerians Can Enhance Their Digital Skills for Free

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Adopt Digital Skills

By Sean Riley

The start-up economy in Africa is booming, but all that noise makes it hard to get the correct message across to the right customers. In order to thrive, new businesses require the marketing skills relevant in our current digital age, and there has never been a better time to be a digital marketeer, capturing audiences and achieving business targets by curating campaigns and crafting narratives.

Lagos has been ranked the best city for start-ups by StartupBlink, maintaining its standing as the continent’s sole entry, within the top 100 global destinations, to stake a digital business. Moreover, in Nigeria the digital sector is contributing about 10% to the GDP, making Nigeria the best home for digital skills in the continent.

That said, the youth unemployment rate in Nigeria has accelerated to over 53% during the pandemic. Many of these so-called digital natives, born during the digital age, despite their confidence in engaging in the digital world, lack the skills or the funds to unlock the potential of this emerging tech market through traditional academic streams. There are, however, still other paths that can be explored.

Get a Digital Ad Degree

Aleph, a global leader in digital advertising, is the driving force behind the geographic expansion of the world’s biggest tech companies, across emerging markets. Aleph is committed to educating more than 50,000 people across over 90 countries, thus forming the core of the next generation of digital professionals.

The training is provided through Digital Ad Expert, featuring the flagship programme of Digital Ad Degree, all you need is access to the internet and to Zoom. The course runs over 12 weeks with a mix of live and on-demand sessions, covering the basics of strategy and analytics, as well as platform-specific advertising methodologies for all the major social media platforms.

The Aleph degree awards badges upon completion allowing you to showcase acquired skills across all social profiles. The programme also provides overviews of the current Nigerian and Ghanaian job markets so that you can put your skills immediately into practice.

The Latest Research

Digital Ad Expert also benefits from Aleph’s industry leadership through regular uploads, featuring the latest marketing trends and insights from the company. Tap into a unique well of knowledge and content to enhance your digital skills, enabling you to stay ahead of the competition, and discover real-world examples from the experts.

Listen Carefully

While social media can seem overwhelming, it can also be a valuable learning tool, allowing you to interact directly with your role models, and locate mentors. The Twitter Spaces tab is your door to topical discussions that are relevant to your interests and is the perfect way to further expand your digital understanding, wherever you are, at your convenience.

Similarly, by applying the same strategy to podcasts and you’ll quickly build an audio library that will enrich your personal skills and feed your future career ambitions.

Watch and Learn

True digital natives already know that almost anything can be learnt from watching a few YouTube videos, but what you might not know is that the development of digital skills is no exception. The real magic of the internet is in the flood of webinars you can attend for free.

Yes, the pandemic taught workplaces that workers can be productive outside of the office and that anyone can host a webinar. Therefore, keep a close eye open for event listings on relevant industry association websites (such as IAB for digital marketers), and discover an endless list of informative sessions to attend.

Sign up to Ad Experts for Free

Applications for the next group of Digital Ad Expert are now open. The first session is scheduled to kick off on August 17th, 2022. Candidates can apply to complete a free three-month comprehensive digital ad degree here. The program will be conducted in English, twice weekly, over Zoom.

Sean Riley is the CEO of Ad Dynamo by Aleph

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