How to make a Complaint against DSTV
There is nothing as upsetting as paying for a service and not getting it, or getting the service provided, but to a substandard level. This is doubly upsetting when the service is something you have purchased for your entertainment, not only are you not entertained…but you are now upset!
Since we launched this platform we have received a number of emails and requests asking how to go about making a complaint against MultiChoice – the company behind the popular pay TV service in Nigeria – DSTV.
So instead of having to respond to each individual query about DSTV we decided to share an article explaining what steps you should take and how to go about making your complaint about your DSTV service. Some of the most frequent issues people face are unauthorised billing, payment and no connection, loss of connection, etc. Please follow below steps if these (or any other issues) have happened to you:
Once the problem arises, the first step is to contact MultiChoice/DSTV through the quickest channels available. In this case, you can either call them on the customer care numbers available, or even contact them on social media (Facebook, Twitter etc.). This should always be step one, because most times the issue can be actioned quickly and relatively painlessly. However, whatever communication channel you choose, please make note of the details of the communication e.g. if a phone call, take down details of when you called, who you spoke to (the adviser’s name), what you said, and the response you received. All phone calls are recorded so this can easily be reviewed if there are issues later.
If the issue remains unresolved, then you need to commence the official customer complaint process. Send a complaint letter to MultiChoice directly using their official complaint channels provided here –
Address: Plot 1381 Tiamiyu Savage Street; Victoria Island, Lagos State
You should initially send the complaint by email, and then if you don’t receive an acknowledgment you can take a copy of the letter to their office or post it through a courier.
We have created a template letter for you to use. Get access to the DSTV Complaint Letter Template here, it is free. All you need to do is complete the form and the template will be emailed to you.
If your complaint is not resolved within 14 days of receipt of the complaint. If for some reason, or it has been unsatisfactorily resolved, you may take the issue to the Federal Competition and Consumer Protection Commission (FCCPC). The FCCPC is an available outlet for you to air your grievances. Read all about how to make a complaint to them here – How to make a complaint to the CPC.
The FCCPC is an agency of the Government under the supervision of the Federal Ministry of Trade and Investment. It is a pretty powerful agency, it is in fact the most powerful consumer redress and monitoring agency in Nigeria. The FCCPC has set up an online form for consumers who want to make a complaint about a company. The information which you will have to provide are:
- Name of person making the complaint
- Contact Address
- Contact details – Mobile number and email address
- Name of the company you are complaining about
- Address of the branch you visited
- Contact details of the company
- Receipt No. of Product/Service (if you have one)
- Brief explanation of your complaint
- Brief explanation of the outcome you want (e.g. you want a refund etc.)
You may complete the online complaint form here – File a Complaint. If you are not comfortable completing an online form, and would need to talk the complaint through first, then the CPC has dedicated customer complaint lines which you can call. You may contact them on 08056002020, 08056003030, or by email on : email@example.com
Alternatively, after going through Step 1, if it has not been resolved by MultiChoice/DSTV, and it is an urgent issue, then you can jump to Step 3.
If you are thinking to yourself, there is no point complaining to the FCCPC, then think again, the FCCPC as an organisation has the power to sanction Multichoice and other operators, so the more complaints they get, the stronger there is a case for them to sanction MultiChoice if they have in fact been providing substantial services to Nigerians.
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We hope you have found this information helpful. Please note that this information is provided for general informational purposes only and is not intended to be legal advice. No lawyer-client relationship is formed nor should any such relationship be implied. This answer is not intended to substitute for the advice of a qualified lawyer. If you require legal advice, please consult with a qualified lawyer.