NCC extends Harmonized codes implementation to 17 june, 2023

The Nigerian Communications Commission (NCC) serves as a regulatory body that works towards the maintenance of the operations of the telecommunications networks in the country. This also includes the issuance of new harmonized codes, of which their harmonization seeks to enhance customer service in the entire telecommunications sector of the country.

In May, the Nigerian Communications Commission (NCC) made public the introduction of 13 new harmonized codes and called on mobile network operators (MNOs) to integrate them into their systems. 

While the implementation of these codes was critical for the expansion and effectiveness of the telecom sector, they were not free from strife. Many stakeholders raised issues, which resulted in the NCC shifting the original deadline for implementation.

This extension was purposely meant to deal with these complaints and also to give MNOs adequate time to adjust their systems. These factors speak to the dedication of the NCC to facilitate a problem-free transition for all stakeholders.

The period of grace comes to an end on June 17, 2023, and on or after this date, all existing USSD codes will no longer be operational as directed by the NCC. MNOs have therefore asked their partners and agents to mobilize customers and educate them on the changes in order to guarantee a smooth transition.

Challenges Faced 

The implementation of new harmonized codes was fraught with challenges, which consequently made NCC sit on the issue and extend the deadline.

The emerging setbacks and complaints from the multiple stakeholders seemed to advocate for more preparedness. The postponement of implementation was to alleviate the defined grievances while affording some time for system shifts by the MNOs.

One-Month Grace Period

The grace period of one month by the NCC reportedly comes to an end on June 17, 2023. After this date, all USSD codes that existed prior to the harmonized codes will cease to function.

This directive brings to light the firm position by NCC to ensure MNOs comply with the changes that have been put in place. Modifications should be done by the operators in line with the normative directions furnished by NCC. 

Educating Customers 

In the effort to bring his or her customers up to speed, the MNOs have partnered with their partners and agents to greatly enhance customer understanding of the changes. Their efforts have also included some ground marketing. 

The new harmonized codes, rather than the old ones, will be printed on mobile service top-up or recharge vouchers so that the customers get familiar with them as well as the reasons for their introduction.

Product Transition and Awareness Campaign of New Harmonized Codes

All new products developed will use the new harmonized codes, while some old products might still use the old short codes due to stock remaining. This method makes it easier for the customer as well as makes the transition simpler. It witnesses less confusion on the side of consumers.

Creating awareness is the core duty of the partners and agents. They educate the customers, ensuring they are able to understand and accept the newly implemented harmonized codes. 

MNOs are ready to use in-store materials, digital assets, and even customer care staff as effective messengers of the information while simultaneously addressing the concerns of the clients.

What I have to say…

MNOs, along with business agents and distributors, are working towards ensuring that the customer is well informed and understands the new codes.

With sufficient knowledge on the codes being used, most telco companies are prioritizing the customer experience rather than the confusion that would be caused otherwise.

Having to switch codes without warning would cause disruption on their side. The decision made by NCC to push the deadline for the new harmonized codes shows that they wish to see a successful outcome.