BY ESE DIBEBI
The Consumer Protection Council (CPC) has concluded its investigations into the alleged violations of consumer rights by MultiChoice Nigeria Limited based on its service delivery of its Digital Satellite Broadcast Television (DStv).
Based on its findings, the Council has asked that DStv give the consumer an option of suspending their accounts while away.
DStv has been mandated to put in writing assurances that it will not engage in any conduct which is detrimental to the interest of its consumers.
In addition, the company is expected to release free-to-air channels which will stay on even when subscription expires, compensation across board to consumers for lost viewing time, introduction of local toll free lines and reasonable equitable spread of popular sports channels, among others.
The CPC discovered that the MultiChoice billing system was not in the best interest of the customer and it mandated the company to make amends.
Further good news for subscribers came in the form of an order by the Council for the company to compensate customers for lost viewing time occasioned by service disruptions.
Also, subscribers will soon witness the availability of certain popular channels on all bouquets after the Council ordered MultiChoice to spread some of them across board.
The agency 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”.
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”.
All the orders, which have already been served on MultiChoice, are effective, not later than 90 days from their receipt.
To read the full CPC order, click here.