James Emejo in Abuja
The Consumer Protection Council (CPC) has issued far-reaching
directives to MultiChoice Nigeria Limited, owners of the Digital
Satellite Broadcast Television (DStv), to among other things, make
compensations to its subscribers within 90 days, after the council
established allegations of violations of consumer rights against the
broadcaster.
Specifically, the council ordered DStv to henceforth put services on
hold whenever consumers are away and also release of free-to-air
channels even at the expiration of subscription.
DStv had often refused to release the free to air channels, which
should include local television stations whenever current subscription
expired.
Sources had told THISDAY that pay television stations are under
obligations to unlock the free to air channels as part of broadcasting
agreement signed. But this had often been in breach.
However, the CPC further ordered compensation across board to consumers
for lost viewing time and introduction of local toll free lines as well
as reasonable equitable spread of popular sports channels, among
others.
Also, the council directed the multinational pay-tv company to present
written assurances in line with Section 10 of the council’s enabling law
that it will not engage in any conduct which is detrimental to the
interest of consumers.
The CPC, in an unprecedented regulatory onslaught, further directed
DStv to subject its processes to the Council’s inspection for 18 months
from the date of the orders to ensure compliance with the directives
contained in the orders.
The directions followed various allegations of viewing rights violations by consumers.
The council said investigations into the allegations were substantiated.
The CPC, in a statement signed by its spokesman, Abiodun Obimuyiwa, a
copy which was made available to THISDAY explained that “During the
course of the investigation, 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” and
therefore ordered “MultiChoice to install a billing system that ensures
billing starts with the provision of service.”
It further ordered DStv to within 180 days, adopt a “technology that
supports suspension of service when subscribers are otherwise unable to
enjoy their service on account of being away for a limited period of
time”.
It noted however, that such a request for suspension of service must be
effected for a period of between 7 to 14 days and not more than twice
in a year with a 72-hour notice to MultiChoice.
The pay-television company was also ordered to within 90 days provide
across board compensation to its subscribers, considering the fact that
many of them have over time lost legitimate and paid viewing time by its
conduct of not restoring service contemporaneously after payment as
well as other instances of disruptions.
The council’s Director General, Mrs. Dupe Atoki, expressed optimism
that compliance with these reforms would bring about a new dawn for
Nigerian consumers, who would henceforth enjoy value for money in their
engagement with the company.
She further reiterated the council’s commitment towards sanitising the
nation’s market-place for the benefit of consumers, assuring that no
stone would be left un-turned to ensure it is no longer business as
usual and that shoddy service delivery becomes a thing of the past in
the country.
DStv
Meanwhile, on the non-availability of popular channels in certain
bouquets, the CPC ordered the firm to within 90 days ensure “a
reasonably equitable spread of popular sports and other channels
hitherto concentrated in its premium bouquet over all available
bouquets”.
MultiChoice was ordered to keep local and free-to-air channels open so
that subscribers would have the opportunity of watching these channels,
even when their subscriptions have expired.
In order to aid easy and fast access to the company by subscribers who
wish to make complaints or enquiries, CPC also directed MultiChoice not
only to maintain local toll-free telephone access lines for its call
centres, but should also ensure the call centres operate for longer
hours during public holidays and weekends.
MultiChoice was also directed to formulate within 90 days a written
compensation policy which should “outline amongst other things, the
procedure for compensating subscribers for injury they suffer on account
of MultiChoice conduct and take into consideration not just viewing
time lost, but inconveniences suffered by subscribers”.
The regulatory agency, amng other things, also directed MultiChoice to
“develop a Customer Care Manual which shall contain mechanisms to
address customer complaints in an accurate, friendly, timely, efficient,
courteous and honest manner”.
On the DStv firm’s agreements with its subscribers, the council
disclosed that several provisions of the Service Level Agreement and the
Terms and Conditions of Subscription signed on by subscribers were
found to be grossly unfair, unjust and one-sided, directing that such
provisions should be expunged, re-drafted and submitted to the council.
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