Multichoice Nigeria (MCN) has been instructed by the Federal Competition and Consumer Protection Commission (FCCPC) to allow customers the freedom to suspend their subscription whenever they want.
Multichoice, the parent company that owns GOTV and DSTV has been investigated and found wanting by the FCCPC for holding a dominant and stiff stance on subscription, after many of their customers complained of such abuses.
The Director, Legal Service, Mr. Tam Tamumokonbia, made this known in a signed document made available to the press on Saturday.
Amongst others, the order is asking for a price lock option that allows subscribers to maintain the same subscription fee for a minimum period of one year.
“MultiChoice must ensure better value for money and proposition for annual prepayment of subscription, including the ability to suspend subscription at least once every quarter of the year.
“It must clearly communicate to each subscriber, all channels available within their selected bouquet option.
“The group should also provide toll-free customer service lines which are operational 24 hours daily through which consumers may receive support with respect to the services offered when necessary.
“The lines must be toll-free across networks, not only with same network as it is currently the case
“It must, within the time stipulated in the Commission’s Order of February 4, 2022, provide the Commission with a workplan and timeline for the purpose of articulating and addressing where possible and
applicable, any constraints with respect to complying with, and operationalising this specific Order.
“It must also advertise the existing toll-free customer service lines more frequently and more widely on channels available and under the control of MultiChoice on the DSTV and GOTV platforms. Such advertisement must run on each channel
at least daily.
“It should also increase the number of times all subscribers may suspend their subscription up to at least four times annually.
“We shall also expect the group to submit to the Commission a compliance report demonstrating full compliance with the orders within the time stipulated in the Commission’s Order of Feb. 4, 2022.”
FCCPC instructed MultiChoice to submit back to her, a draft of the agreement within seven days of the receipt of the order. It added that failure to comply to the changes recommended will attract a fine of N5M