March 21, (THEWILL) – The Federal Competition and Consumer Protection Commission (FCCPC), has ordered MultiChoice Nigeria (MCN), to introduce an additional feature that allows subscribers to increase the number of times they can suspend their subscription.
FCCPC, in the Order, signed by its Legal Service, Tam Tamumokonbia, said the development followed investigation of several complaints from subscribers, alleging abuse of dominant position by MCN, owners of DSTV and GOTV.
The Agency, said it had prepared and submitted a detailed investigation report to MCN, showing its findings regarding the investigation.
According to the FCCPC, such features must include a price lock option that allows subscribers to maintain the same subscription rate for a minimum period of one year, adding that such contractual agreement must clearly specify the applicable terms and conditions.
The Commission ordered MultiChoice to return a draft agreement to it within seven days of receipt of the order.
The Order reads: “Introduce a price lock option that allows subscribers to maintain the same subscription fee for a minimum period of one year subject to a contractual agreement that clearly specifies the applicable terms and conditions.
“Increase the number of times all subscribers may suspend their subscription up to at least four (4) times annually.
“Carry out clear communication to each subscriber regarding all channels available within their selected bouquet option.
“Provide completely toll-free customer service lines, which are operational 24 hours daily, and through which consumers may receive support with respect to their use of the services offered by MultiChoice Nigeria. These lines must be toll-free across networks, not only within the same networks as is presently the case.
“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 advertisements must run on each channel at least daily.”
“MultiChoice must guarantee a better value for money and an annual subscription prepayment proposal, including the ability to suspend the subscription at least once every quarter of the year.
“Shall, within the time stipulated in the Commission Order of February 4, 2022, provide the Commission with a work plan and schedule for the purpose of articulating and addressing, where possible and applicable, any restrictions regarding the compliance and implementation of this specific Order.
The agency warned that a violation of its Order would attract a fine of N5 million under the FCCPC Administrative Penalties Regulations, 2020.
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