National Communications Authority (NCA) has launched a consumer poll seeking the help for the public to improve upon their customer service.
NCA is the foremost telecoms and ICT industry regulator in Ghana, charged with the duty of ensuring that industry players met regulatory and customer service standards.
Whereas the NCA has been up and doing in terms of fining industry players when they slack on quality of service and other technical regulatory requirements, the NCA itself has come under heavy criticism for not attending to consumer complaints made to it with the same level of attention.
The NCA has a complete Corporate and Consumer Affairs Directorate and has put out a number of channels via which consumers can file complaints when the need arises.
But on several occasions, consumers have complained on social media about having filed complaints to the NCA but nothing was done about their complaints.
The NCA has therefore launched a poll to seek the help of Ghanaians to improve on its own customer service management.
The first page of the poll reads as follows:
In an introductory statement on its website, the regulator said:
At the NCA, we are committed to serving you better. To gauge your satisfaction and improve our services, we are conducting a brief consumer poll. Your valuable insights will help us enhance our customer service experience.
Could you please spare just a minute of your time to complete these questions? Your feedback matters greatly to us.
Thank you for helping us serve you even better.
The poll has only three questions, seeking to know the following:
1. If you have ever made a complaint to the NCA before
2. How the response was when you made your complaint, and
3. Through which channel you would prefer to make complaints to the NCA.
Click this link and make your contribution to creating a more responsive regulator to consumer concerns.
