MultiChoice Nigeria has stated its commitment to resolve the issues/violations brought against it by the Consumer Protection Council (CPC).
Following months of investigation, the CPVC has established that the pay-TV had breached consumer rights.
The government parastatal has ordered the Pay TV provider to compensate its subscribers in with 90 days. Their directives involve suspension of service when consumers are away, compensation for lost viewing time, introduction of toll free lines, the release of free to air channels beyond subscription expiration dates and an impartial spread of sport channels.
In statement from the council it was revealed that they have asked MultiChoice to put together a written settlement policy outlining their compensation plans for subscribers while considering “viewing time lost” and “inconveniences suffered”.
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John Ugbe
(Multichoice)
“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” said John Ugbe, Managing Director of MultiChoice Nigeria in a statement.
“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”.
The CPC ordered the owners of Digital Satellite Broadcast Television (DStv) to set up a billing system that commences once a service is provided. MultiChoice was also instructed to utilize technology that assists in suspending viewing services when subscribers are away.
Ugbe said they valued the recommendations received from the CPC to improve the DStv customer experience
“We wish to assure subscribers of our commitment to continue to co-operate fully with the CPC on the Order of Council, and will endeavour by all means to meet the order and deadlines, where possible” he said.
The orders from the Consumer Protection Council, which were issued on February 16, 2016, are effective not later than 90 days from the date of its receipt.
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