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Tag: consumers

  • Connecting with Consumers

    Title of book:
    Connecting with consumers: insights engagement conversations.
    Author: Akachi Ogbonnaya Ngwu
    Publishers: Consumer Scores International Limited
    Year of publication: 2018. ISBN:978-967-535-7 Book Reviewer: Martins Hile, Executive Editor, Financial Nigeria Magazine.

    The Author of this book is a core marketing communication professional, yet he is also a writer. And  we must commend him for adding to the body of literary works in Nigeria and seeking to promote a reading culture among his colleagues in the industry.

    As I said in my endorsement of the book, it is a “relentless reminder on the need to professionalized the  local industry, while also providing refreshing insights on emerging technological trends and global best practices in the marketing communications industry.” The book consists of 20 incisive chapters, which are arranged into four carefully delineated sections.

    The book is a decisive call-to-action for a new way of thinking about marketing communication and consumer advertising . With the advent of digital technologies, the age of creative disruption is upon us. We have seen this phenomenon play out in banking , retail, transportation and other sectors. There is a disruption also sweeping across the marketing communication landscape. The fragmentation of content across multiple channels is a challenge for media organisations and advertisers. And given the proliferation of mobile devices, the attention span of the 21st century consumer is very limited.

    The author of this book calls the attention of brand owners and their media agencies to find creative and innovative ways to grab the attention of these restless and ever-mobile consumers. One way he proposes for this to happen is for advertisers to know and understand their target audiences –interms of their demographic, psychographic and behavioural statistics.

    In providing  a clear and concise understanding of the practical aspects of marketing communication and the emerging trends in consumer advertising  the book emphasizes the need for service providers to offer services that enable their clients to achieve their campaign objectives.

    The author goes to great lengths to inform us that marketing communication is no longer a one –way affair. Activating consumer patronage requires an active engagement with the consumers and the market. In fact, a whole chapter is dedicated to the dynamism of engagement marketing as an effective way to build brand equity and loyalty. He discuses emerging and innovative forms of marketing communication such as branded content marketing, influencer marketing and utilizing brand touch points to attract patronage.  He also makes the important distinction between old and new media. Indeed, digital and social media advertising  are the new frontiers in advertising. But he does not suggest that the old is being replaced by the new. On the contrary , as you read the book, professionals in the industry are invited to leverage the opportunities that medial fragmentation and creative disruption present. There is a marriage that is proposed to integrate both traditional and digital media platforms.

    Out –of-home outdoor advertising plays a strategic role in the domain of advertising. The author knows all about this as someone who has worked in that space for years and being the Founder/ CEO of Consumer Scores International Limited, a Lagos-based in-store advertising solutions provider.

    The  call-to-action in this book also includes the urgent need to address unethical coporate governance practices in the Nigerian advertising market,. The author emphasizes the need to improve emplouyee welfare.

    Effective regulation of the industry will address unsavoury practices in the industry. Regulatory agencies also have  a responsibility to provide an enabling environment for business to thrive. I have by invite everyone to not only get a copy of this book aptly titled “Connecting with consumers” but also recommend it  to your colleagues and friends.

  • ‘Banks’ credit to consumers, MSMEs below 10%’

    Banks provide less than 10 per cent loans to consumers and Micro, Small and Medium Enterprises (MSMEs) in Nigeria compared to other emerging economies, Managing Director/CEO, CRC Credit Bureau Limited, Tunde Popoola, has said.

    Speaking during an industry forum organised by the firm in Lagos, he said following the enactment of the Credit Reporting Act, 2017, and the launch of a global scoring platform, it is expected that consumer loan value would grow exponentially.

    He added that the World Bank projected that by 2020, one billion adults currently excluded from traditional financial systems will gain access to some form of banking services.

    Popoola, who spoke on the theme: Growth & innovation in retail banking: building sustainable business models, said the future of retail lending is in embracing financial technology for financial inclusion, adding that today and tomorrow belong to those who are able to play in retail banking. “The drivers of any sustainable retail lending business model include digitilisation, data-driven decisions,” he said.

    He said credit bureaux (in emerging markets) have the capacity of expanding credit financing by $1.2 trillion, touching 613 million more people and reducing transaction cost by between 30 and 40 per cent.

    According to him, there are untapped opportunities to grow asset size and profits. He added that there is need to grow bank assets and profitability in a healthy way.

    Popoola also said CRC Credit Bureau is positioned to help banks and other institutions successfully manage their retail lending business on a scale that enables exponential financial growth. The firm also provides opportunity for industry practitioners to discuss the trend in consumer/retail lending; discuss business models that work in retail lending in an economy with data/information challenge, appreciate and discuss the role of credit bureau in retail lending and International Financial Reporting Standards (IFRS) implementation.

    He said Africa’s banking markets are among the most exciting in the world, adding: “The continent’s overall banking is the second fastest-growing and second most-profitable of any global region, and a hotbed of innovation. Africa’s banking revenue pools to grow at 8.5 per cent a year between 2017 and 2022, bringing the continent’s total banking revenues to $129 billion.

    “Africa’s retail banking markets are ripe with potential and present huge opportunities for innovation and growth.

    “Revenue from retail banking will grow to $53 billion, representing about 41 per cent of total banking revenues of $129 billion. The expected growth in revenues will come from South Africa, Egypt, Nigeria, Morocco, Ghana and Kenya.”

    Also, Dun & Bradstreet Credit Bureaux Managing Director/CEO, Miguel Llenas, said the future of banking is technology.

    He said financial technology (fintech) firms also play critical roles in deepening financial inclusion and are also giving the banks a good fight for the market space. According to him, banks and fintech firm needed to partner to deepen financial inclusion by taking financial services to the grassroots.

     

  • How to woo consumers, by expert

    An expert in Experiential Marketing, Mr.  Gbenga Afolabi, has called on agencies in the industry to enhance consumers demand.

    Afolabi, who made this call recently in Lagos, advised agencies to stop complaining of shrinkage in budget but, to look inwards and implore factors that would stimulate consumers demand for their clients.

    He pointed out that one of the characteristics of a recessed economy is decline in the demand for goods and services, adding that stimulating customers demand bring about amazing returns and high customers’ patronage.

    He noted that agencies that are on top of their games would have their clients products experience boom during an unbridled recessionary period like Nigeria experienced in 2016, stressing that GDM Direct was a typical example, as it grew its billings by 27 percent in that year.

    Afolabi said; “Recession for an average man on the streets is not GDP, it is the fact that the amount of money that they have as disposable income has shrunk, things have become more expensive, there are things that I want to buy, I cannot afford, so I am forced to make rational choices, low patronage, yet cost of materials are going up, so the only way brands need to stay afloat and stay profitable is more patronage; I need more patronage yet the consumers want to spend less, that is the definition and the interplay of the forces of recession, not GDP for the consumer on the street.

    “This is the time where agencies play crucial role of stimulation, so if the characteristic factor of a recessed economy is a slump in consumer demand, a slump in product off-take, that is when agencies should experience a boom because they should deploy their expertise to ensure their clients have more patronage.”

    “An agency person does not understand the fact that my key role is to create stimulation of demand and patronage, then there is an issue. So with a recessed economy, demand is low, agencies have found themselves very relevant.”

    He noted that Nigeria’s pension industry has undergone several stages of transformation since the first legislative act on pension was introduced in 1951 (Pension Ordinance).

    He maintained that the most remarkable change in recent times is the Pension Reform Act of 2004 (PRA 2004) reviewed in July 2014 which introduced the Contributory Pension Scheme (CPS) and made it mandatory for employers and employees to contribute towards the retirement benefits of employees in both the public and private sectors.

     

     

     

  • Consumers decry epileptic power supply in Offa

    Electricity Consumers in Offa, Offa Local Government Area of Kwara State, have berated the Ibadan Electricity Distribution Company (IBEDC) for epileptic power supply.

    They said the conductor cable of the expired 11KVA feeder has claimed more than three lives in the last few years.

    In a communiqué at the end of a stakeholders’ meeting, Chairman and Secretary of the electricity consumers, Chief Fasaso

    Balogun and Rev Olusegun Ogungboye, said: “Having complained to and petitioned IBEDC officials at their headquarters in Ibadan

    and their regional office in Ilorin, they have promised to change the expired 11KVA conductor cable of Offa feeder. Yet, over two years after

    the promise, IBEDC officials have neither replaced the conductor cable nor visited the parents of those who died, not to talk of compensating their families.”

    They urged IBEDC to install 15MVA transformer at Offa business hub as it promised to replace the outdated two units of 7.5 MVAs in Idi-Ogun

    sub-station.

    This, according to the consumers, will increase power supply to the community and its environs from six hours per day to between 20 and 24

    hours.

    The communiqué reads: “IBEDC should give us regular power supply to feed Offa, Erin-Ile, Konta, Ijabe, Asi, Okuku, Faaji, Ipee, Ijagbo,

    Eleyeoka, Ojoku, Ikotun, Igbonna, Ilemona, Irra, Innaja, with provision of standard MVA transformer.

    “It is high time to raise an investigation team from the Nigerian Electricity Regulatory Commission (NERC) and Federal Ministry of

    Power, Housing and Works to visit Offa to examine the situation and find out the truth because it seems there are hidden issues behind the blackout we always experience as other towns covered by IBEDC get up to 20 to 24 hours of light.

    “If these issues are not resolved through thorough investigations, the Federal Government’s efforts will be futile and the economy of Offa and its environs will be paralysed.”

  • Consumers should fight abuse by insisting on rights

    Consumers have a big role to play in stemming the high level of consumer abuse in the country. The government can enact laws, government regulatory agencies regulate the manufacturers, service providers monitor the market, educate and enlighten the consumers of their rights, but it is the sole responsibility of the customer to be on the alert to know when he or she is being short changed. It is the consumer’s duty to also demand and insist on those rights being respected.

    Everyday consumers go out; they experience one form of consumer abuse or the other. The unfortunate thing is that most times the people that issue out this abuse do not even understand what trampling on consumers’ rights are. They just see their action as the norm.

    Just recently, precisely on the 7th of this month, Mrs. Lynda Ikekpeazu went to the upcoming fashion shop, PEP, to buy some children cloths.

    Carefully checking the price tags on the cloths to make sure she did not exceed her budget, Ikekpeazu selected all she needed, mentally calculating the amount she would need to pay. Satisfied, she briskly walked to the Check Out with her basket of shopping.

    As the cashier started scanning the bar codes, she stretched her neck to get a good view of the screen of the machine but unfortunately for her, because of the positioning, she could not really see the screen well and could not confirm the prices that were being scanned.

    Anyway, when the cashier was done, she brought out her debit card and paid. Grabbing her shopping bags, receipts, she entered her car. But just before starting the car, she scrutinised the receipt and to her chagrin she noticed she has been charged N100 extra for a particular pair of a boys trousers. The price tag on the trousers stated N860 but the cashier had charged her extra money.

    Gingerly, she alighted from her car and walked back into the store. Gently, she drew the attention of the female staff who attended to her to what she thought was an error. To her surprise, the staff casually explained to her that there was no mistake, that the price had changed from what is on the price tag.

    “So why not effect the change on the price tag even before you open your doors to consumers? You cannot advertise a price on the shop floor and sell at a higher price in your checkout machines,” fumed Ikekpeazu. Demanding the refund of her N100, she told the staff that a majority of consumers make up their minds on what to purchase when they consider the quality and the price, adding that “I picked that particular baby trousers because at the price of N860, it’s a good buy but any price higher than that is not worth it.”

    As the staff did not display any remorse or oblige the customer with a refund of the extra money charged her, Ikekpeazu demanded to see the manager.  The manager who was not far from the scene heard the customer out, but just like the cashier, he nonchalantly explained to her that extra money was added to the price of the cloths and there was no way they were going to sell the trousers to her for the price advertised on the price tag attached to the trousers.

    The staff of PEP did not even see the blunder they committed. They were not even aware that professionally you cannot sell something different from the price advertised on the shelf or on the price tag.

    Ikekpeazu, who has a good knowledge of customer service and who has been in other climes where customers are treated with dignity, stood her grounds and the manager, Chinyere, had to give her back the extra N100 she was forced to pay. Ikekpeazu did not insist because of poverty, she did not insist because of pettiness; no, she insisted because it is professionally wrong to advertise a lower price on the shop floor and fleece innocent customers of higher price at the checkout machines.

    A shelf price tag is designed to tell you the accurate price of product, item code, and description of product. It is supposed to be clear and conspicuous. The price at checkout point must reflect the same price displayed on the shelf tag. What happened recently at PEP clearly brings to mind a similar incident that happened at Game Stores Polo Park Shopping Centre Enugu, already published on this page. We shall just run a recap for the benefit of those who did not read it.

    Mrs. Ngozi Egeonu visited the store and saw a product on aisle No. 4, which she reasoned that her daughter and her nephew would like. The displayed shelf price stated N460, however Egeonu had run out of cash so she decided to come back the next day to make the purchase.

    The next day, Jan 4th, she set off for the store. Eagerly, she went to aisle 4 where they have a display of toys and checking in anticipation to see if the product was there, she heaved a sigh of relief as the product was still there, and the price, just like it was when she first saw it [N460], had not changed.

    Happily, she grabbed two of the products and went to the checkout. Mentally, she had already calculated what the price of the two would amount to, so she extracted one thousand naira note from her bag.

    The checkout operator with number 103 scanned the bar code on the first pack and the price reflected N694 instead of the shelf price of N460. Noticing it, Egeonu objected immediately, saying that the shelf price was N460. The cashier, however, pointed out that the checkout was reflecting a different price from what Egeonu said. The cashier then beckoned on another staff to go to aisle 4 and confirm the shelf price of the product. She came back and confirmed what the customer said, advising Egeonu to complain at the Information Front Desk.

    Unfortunately, the lady at the Information Front Desk told her without any apology or regret that the price of the product had changed and that Egeonu had to pay the new price of N694. “If the price has changed, why did it not reflect on the shelf price? Why is the shelf price still N460?” asked Egeonu.

    Egeonu insisted that she would pay N460. The customer service officer at the Front Desk, who was not wearing a name tag, told the customer that as a matter of fact she had to pay the new price. At that point, the customer demanded to see the manager. Consciously trying to frustrate the customer or too lazy to do the job she was employed for, she informed the customer that she had to come back the next day to see the manager.

    They tried their best to frustrate Egeonu but she stood her grounds and they had no option but to sell the product to her at the price stated on the shelf. I know it is not easy but remember the popular saying that ‘Rome was not built in a day’.

    Towards this end, the Consumer Protection Council of Nigeria (CPC) recently commenced a nationwide campaign “Demand and Insist”, to encourage consumers not to be complacent in their right to quality goods and services.

    Explaining the role of the consumer in the campaign, the Director General, CPC, Tunde Irukera, stated that the key role of a consumer in a product and quality infrastructure is to recognise their rights, demand those rights and be unwavering in ensuring the rights are respected by insisting on respect and compliance.

    Reactions are pleased welcomed.

    • Follow us on Facebook; Consumer Watch-The Nation and also on Twitter; Jill Okeke@twitter.

  • Fuel scarcity: Consumers hail company for stable pricing

    Motorists and other consumers of petroleum products in the Warri axis of Delta State have hailed Matrix Energy Limited for selling the products at government-approved prices.

    Many of the consumers, who spoke with The Nation during a survey conducted last week, noted that since fuel scarcity started late last year, Matrix Energy had consistently made products available at the official pump prices.

    A resident Kingsley Ebikeme, who said he had been buying the Premium Motor Spirit (PMS), popularly called petrol, since the scarcity started, noted that the company had enabled him to save a lot of money.

    “Although the queues are always very long – because they are about the only filling stations that always has ready fuel and selling at N145 per litre – you can only imagine how much they save in a month for a middle-class person, especially when you have to buy at the average of N190 to N200 from the few other filling stations that also have fuel,” Ebikeme said.

    A transportation businessman Okeoghene Joseph said: “These people (Matrix Energy) deserve an award and whatever other thing that government can do to make them deliver better.

    “If not for Matrix, tell me how people like us could still been in business, because commuters are not always ready to pay extra in the name of fuel scarcity.”

    It was learnt that Matrix Energy’s steadfastness had started to yield positive results for consumers as the pump price is expected to crash in the market.

  • Consumers lament inadequate services of WIFI data providers

    Consumers lament inadequate services of WIFI data providers

    Data users in Nigeria have lamented the inadequate services and high tariffs of prevalent WIFI data providers in Nigeria. The major players are Spectranet, Swift, Smile, Ntel and InterC Network. There are others like Cobranet, IPNX but we only base our research on the widely used networks in Nigeria.

    Most data providers in Nigeria claim they offer 4GLTE Broadband Services but consumers have cried foul over the inconsistency and momentary search for fast reception even in high-brow areas.

    Most of the consumers interviewed said that the providers claim to possess what they do not have. According to majority of them, consumers pay for services and hardly receive such services.

    We will take a brief look into 5 major providers and the summary of what users have to say about them.

    SPECTRANET

    Spectranet came into the Nigeria data market during the shortfalls of Multi-Links and Star comms and offered mouth-watering services at affordable prices, but some ardent users alleged that when they had so many subscribers, they began to increase data policies and prices.

    A user Engineer Chidi Onu, said that the unlimited data plan for N18,000 which is supposed to be for 30days is capped to 100GB of data. So, when he exhausts 100GB in 10-14 days, his subscription is disconnected. He lamented the slow internet speed when other devices are connected to his modem.

    Chris Badejo, who lives at Erunwe Ikorodu is a heavy user and goes for the unlimited plan but told our correspondent, “When you say ‘4G’, it should be 4G, when you say ‘4GLTE’, it should be 4GLTE. As far as I am concerned, we do not yet have 4GLTE in Nigeria because the network times out momentarily and a 5 minute YouTube video cannot play successfully without buffering, compared to 4GLTE in the United States and other countries, ours is at best, 3G”.

    SWIFT

    As the name implies, their internet service is swift however, users claim it is not to their advantage because they have no unlimited data plan. While the speed is reliable, they quickly run out of their subscription as their plan is primarily data capped and only gives a 30-day validity period which could be exhausted in 2 weeks or less.

    SMILE

    The Smile Network have carved a niche for themselves in the world of data services providers in Nigeria but a user, Femi Adebayo said “I do not think they have made me smile so far. My 20GB data runs out too quickly and I’m not a heavy data user, I wonder if they are making use of my connection from their office”.

    Engineer Chris Onyeasor who is based in Kubwa Abuja said he was using Smile before but had to change to Spectranet because of cost, poor coverage of Smile and poor reception. “However, I found out that both Smile and other WIFI data providers were having the same challenges so I changed to MTN, which Mast is close to my house and am getting good reception”.

    “Un fortunately none of the data providers has 4G as they are all claiming. With a 4Glite, down loading should not take time but the reverse is the case. Those that claim to offer 3G does not offer up to that’’ regretted the Cost Engineer Onyeso.

    However another Smile Subscriber tells a different story, “I am based in Ikeja and have been a Smile consumer since the company launched its service in Lagos.  Hitherto, I had patronised other broadband service providers but came to appreciate the speed and reliability of Smile.  Smile offers the first true 4G LTE in Nigeria nay West Africa and this comes with the assurance of the best in technology.  Part of the advantage of the 4G LTE technology is that it eliminates buffering and eschews poor reception while enhancing efficient network coverage”.

    NTEL

    NTEL is the youngest data service provider in Lagos. They came on board with N8,500 for the unlimited plan and have increased the price 3 consecutive times. The same unlimited plan now goes for N17,500, which is N500 cheaper than Spectranet’s unlimited plan. When we walked into their store, we were told their data services are only 4G compliant, and calls are free and unlimited within the NTEL network.

    Victor Okoye, who lives in Ketu Lagos, says, “They are truly unlimited, I use up to 500GB and it is always disconnected at 30 days, I like them for that but that is the trend, they get the crowd and change policies, I will not be surprised if I wake up tomorrow and my unlimited plan disconnects at 10 days. But for their speed, it is fair. I have to change the location of my dongle from place to place so I can get better reception”.

    InterC Network

    InterC was launched 23rd August 2016. It is one which has coverage in Port-Harcourt, Kaduna and Abuja. Who knows, they might be planning on a massive launch in Lagos. Just like the Swift network, InterC has a fast internet service but it is only data based and users run out of data.

    From all indications, truly unlimited data plans are more cost effective as they give more value for money. The data capped plans are best for mobile devices or single users. The issue of slow connectivity and inconsistent reception is one that has to be nipped in the bud because it spans across all data providers in Nigeria.

    However, in a telephone interview, with Mr. Ifa Ayorinde of Spectranet he refuted claims that the Company’s 4G is not 4G. “At spectranet our 4GLTE is nothing short of 4GLTE. Our data is fast compared to other networks and many of our customers can attest to that”.

    Repeated calls to Smile Network telephone no. 07020444444 proved abortive. As at the time of going to Press the response was “Thank you for using Smile network.The number you called does not exist etcetera”.

    Though the Reporter spoke with Mr.Lotanna Anajemba, Head of Brand and Communications, Smile Communications Nig. Ltd, but response to questions sent to him through the telephone and email is still being expected as at the time of going to the Press.

    In a telephone conversation with an NTEL top management staff, though he pleaded anonymity, he said that their customer was expanding which shows that they were offering great services.

    He however, called consumers with grievances to call their customer line and have their challenges resolved.

    Others like Swift and, InterC network appealed to dissatisfied subscribers to get in touch with the customer service and resolve their issues.

    Additional Reports from Emmanuel Bright.

     

  • New deal for pay-TV consumers

    New deal for pay-TV consumers

    A new and exciting viewing experience is here for consumers of pay television (pay-TV) services in Nigeria. With the introduction of ‘pay-per-day’ or ‘pay-as-you-watch’ service by StarTimes, the latest entrant into the pay-TV market has warmed itself into the hearts of subscribers. This market strategy, which targets low income subscribers, may have ignited a fresh wave of competition in the pay-TV industry. Assistant Editor OKWY IROEGBU- CHIKEZIE reports.

    A fresh wave of competition is imminent in Nigeria’s pay television (pay TV) industry. Courtesy of the introduction of ‘pay-per-day’ or ‘pay-as-you-watch’ offer by StarTimes, a relatively new entrant into the market, there are indications that the scramble for consumers’ patronage by service providers will intensify.

    The expectation by consumers is that the new wave of competition ignited by StarTimes through the introduction of new and exciting contents, with top-notch audio visual quality and low-priced bouquets, will prompt a response by existing service providers and ultimately, force a drastic reduction in subscription rates and decoder prices.

    Already, a few consumers have started embracing the StarTimes’ game-changing pay-per-day service, which, according to the company’s management, attracts a daily payment of N60 to enjoy all the channels.

    Interestingly, recently launched Telecom Satellite Television (TStv) has also caught the low-priced bouquet bug, offering its pay-as-you-watch model at a daily subscription rate of N200. Three days subscription attracts N500, while its weekly subscription goes for N750.

    The Pay-As-You-Consume cable TV provider in Nigeria charges N1, 000 for 10 days subscription, N1, 500 for two weeks subscription, while its monthly subscription goes for N3, 000.

    Until StarTimes threw its hat in Nigeria’s highly competitive pay TV market, existing pay TV operators had segmented the market with price differentiation for their bouquets.

    For example, Multichoice, owners of DStv, has four bouquets namely, Family, Compact, Compact Plus and Premium, which are subscribed for at N1,900, N3,800, N6,300, N9,900 and N14,700, respectively.

    But StarTimes may have changed the dynamics with its ‘pay-per-day’ or ‘pay-as-you-watch’ offer. This means that a consumer will only be charged for what he uses, unlike DStv. “Our aim is to ensure that we deliver digital entertainment to every Nigerian home at very affordable rates and we will ensure that this is done in the coming years,” its Chief Executive, Mr. Justin Zhang, said.

    He explained that the cable TV provider reached the decision to introduce pay-per-day service in Nigeria late 2016, but was delayed because Nigeria being the biggest market in sub-Saharan Africa, it would not be a wise business decision to launch a product or service without proper testing.

    Zhang said the launch of the service had to be properly done to avoid any technical disruption, hence the need to test-run the offer for months and make corrections where needed before rolling out a hitch free service.

    He said as a highly innovative company, StarTimes continually seeks new ways to improve its customer experience and satisfaction and pay-per-day is one of such.

    Zhang revealed that apart from introducing the pay-per-day service, StarTimes moved a notch higher by improving its content. According to him, the company has not only upgraded its movie channels, but also added more safe channels for kids to also enjoy.

    He further stated that StarTimes now broadcast new movies from Hollywood, Nollywood and Bollywood, (America, Nigeria and India movie industry, respectively).

    For existing and prospective subscribers to StarTimes, the icing on the cake is perhaps, the broadcasting of the Russia 2018 World Cup live on StarTimes.

    Zhang said this was in fulfilment of the company’s promise to ensure that digital entertainment was delivered to every home. “All our subscribers will be enjoying live matches of the World Cup from the comfort of their homes without putting a hole in their pockets,” he said.

    Explaining further on how pay-per-day or pay-as-you-watch works, Zhang, said: “When you talk of pay-as-you-watch, we may be construing it to mean pay-per-day.

    “If you want to watch a match today you can pay for one day, or you pay for one week or pay for month for your family. I think this is another definition for pay-as-you-go. You can pay-per-day instead of paying per month.”

    Zhang commended the discerning members of the public for the dramatic increase in subscription and promised that they are in business to represent the interest of all potential customers, especially those in the lower rung of the ladder.

    Indeed, the offer has gladdened the hearts of consumers. For instance, a subscriber, Eunice Igbokwe, said she is happy with the competition in the sector, noting that consumers are better off with such. She said though StarTimes has not been too long in the market, but coming up with this innovative payment model will be a plus for them.

    She decried a situation where some operators in the sector practically held consumers to ransom. She lamented that sometimes consumers pay and will not be connected for days and weeks as the case may be.

    According to her, one of the factors that attracted her to the network was the fact that she can travel for weeks without her account reading. Igbokwe related this to the new electricity prepaid regime, which makes it possible for somebody to only pay for what he or she consumed.

    Another subscriber, Dele Abiodun, who also uses StarTimes and has bought the recently launched Kwese, attested to the quality of the programmes. He, however, asked that they continue to maintain the quality of the programmes.

    He went on to say that the purchase of Kwese was because of the free-to-air soccer channels and its flexible subscription plan.

    Another subscriber, Ibukun Oni said she uses the latest entrant, Kwese because of its simplified payment system. “If I am cash strapped I will go for the N990 or N1,800 bouquet, since it will give me the same number of channels for the number of days my subscription will last.”

    The Nation learnt that the new wave of competition in the pay TV markets re-ignited by StarTimes comes in the mould of the competition in the telecoms sector, where the introduction of per second billing by indigenous telecoms giant, Globacom forced other services providers to drastically reduce the cost of their services.

    Recall, for instance, that at the take off of mobile telecommunications in Nigeria, MTN was the premiere company and it only provided call rate billing on per minute while the cost of SIM card was as high as $500 as at 2002.

  • Consumers beware of adulterated palm oil

    The news that went round, last week, warned consumers to stay away from any palm oil originating from Ghana. According to the email I received from one of our ardent readers, the Swiss government issued a warning and a recall of ‘Zomi’ and ‘Polifuds’ brand palm oil from Ghana due to the presence of ‘Sudan IV [scarlet Red]’.

    According to reports, ‘Sudan IV’ is an artificial dye that is known to cause cancer. This is just one of the several recent warnings and recalls involving palm oil from Ghana.

    It is a known fact that majority of palm oil brands from Ghana are adulterated because when you cook with it, it hardly reddens food. Many business men and women export food products from Ghana to most European countries, United States and other parts of the world.

    In most African shops in Europe and U.S, what you will see is mostly palm oil of Ghana origin, ‘Puna’ yam from Ghana etcetera.

    In England, especially in places like Dalston market, in Hackney, London, Peckam etcetera, markets patronised by Africans, Zomi and Polifuds brand of oil is very common. It will be very rare to see palm oil that has not been adulterated with artificial colouring.

    Zomi, Polifuds, Nina and some other brands are well known amongst Africans abroad. Apart from being bottled in plastic bottles, the companies that manufacture these brands also have the thicker product made from palm nut fruit pulp and oil which is canned. It is used as the major ingredients in palm nut fruit soup which is locally called ‘Ofe Akwu’ and it is also used in making ‘Banga’ soup.

    These canned Zomi, Nina, palm fruit pulp apart from being sold abroad have flooded the Nigerian markets. They are common sight in Lagos markets and shops. Some consumers see it as a convenient alternative to fresh palm fruit juice which is the major ingredient for the soups mentioned above.

    However, though consumers patronised them a majority have always doubted its genuineness because of its unnatural thickness and redness.

    The adulteration of red oil, however, is not restricted to Ghananian traders as many Nigerian traders and farmers also engage in the dubious venture. The only thing is that European African market is not littered with palm oil of Nigerian origin.

    Within Nigerian markets, adulterated red palm oil is sold openly to unsuspecting consumers. Unfortunately, no company can be held responsible and red oil is not imported into the country. Traders bring their individual oil to the market to sell.

    The adulteration is done locally, sometimes from the source or by the middle men or the retailers. Why do they adulterate palm oil that is already red? you may wonder. Another question is, does this adulteration increase the volume of the oil?

    Kehinde Adedeji, who sells palm oil at Iddo market, Ebutte Metta, Lagos, confirmed that there are unscrupulous traders who add dye and various food colouring to make their oil to be more red in colour. “Customers are attracted to very red and watery oil. Nobody wants to buy sleepy oil and these customers unknowingly fell into the traps of these traders.”

    However, the oil seller stated that the traders only adulterate the oil for colour purposes and not to increase the volume. “We know retailers that add colouring to their palm oil but there is no way we can warn buyers but the sure thing is that if you buy the oil once, you will not come back again to buy it.”

    Mrs. Ngozi Okafor, who trades in the business at Oyinbo market, Yaba, admitted to adding rock salt to the oil she sells in order to maintain the natural taste of the palm oil. “I do not use dye or any other colouring. The only thing I add to my palm oil is rock salt and when you are buying oil that can stay with you for about six months I will advise you to add some salt so that the taste and flavour of the oil remains stable.

    “I am aware of traders who use dye in their oil but look at my oil and even taste it. If you buy my oil, you will come back for a repeat purchase,” she boasted.

    Mrs. Ogu Udechukwu, an established caterer, said she does not joke with whom she purchases red oil from as bad oil can easily ruin one’s cooking. “Even if my client provides all the ingredients, I insist on buying the red oil I will use in cooking. I have a source at Oyingbo market and she has never disappointed me.”

    As an experienced caterer, can you differentiate adulterated palm oil from non adulterated one by mere looking at them? the reporter asked her. “It is very difficult to detect adulterated red oil by merely looking at it. But when you cook with it, you will know because you will have to pour a lot of it before you can get your food red. But for good oil, you will only need to pour just a little of it and the food becomes red.”

    Speaking further, the caterer explained that one can detect good oil by taste, sight, and smell. “One can perceive the aroma of good fresh oil as you approach the seller, then by the time you taste it, you will just confirm it. I always taste the oil before I pay for it and I will advise consumers to taste before committing their money.

    “On many occasions I have bought adulterated palm oil unknowingly,” fumed Mrs. Fumi Akintulese. “It looks red in the bottle but you will almost finish a one-litre bottle before you can get your food red.”

    These nefarious traders are all over the country. Mrs. Obiamaka Obiakalusi said she travelled to Enugu briefly and when she was due to go back to her work station in Abuja, she decided to buy red oil believing she will get better oil and better deal from the Eastern part of the country where palm trees are more common.

    “I went to the Abakpa Nike Market which is closer to the Nike Lake Hotel where I stayed. As I was negotiating the price with one of the local traders, many of whom had buckets of palm oil vintagely displayed. A lady passing by cleverly beckoned on me.

    “Baffled, I left the trader and walked up to the passerby. She whispered to me that most of those women selling oil at that particular place were notorious for selling adulterated oil and directed me to another part of the market,” narrated Obiakalusi.

    “Thanking her profusely, I hurried to where she directed me and even as I approached the place, I perceived the smell of fresh oil. Though the price was higher by just N100.00 I was glad I bought the good oil.”

    Further investigations revealed that many colouring additives, amongst Solvent red 24,which is used in colouring plastics, is added to palm oil by the nefarious traders to improve its redness. Some use ‘Anatol’ dye to achieve this result while others use other forms of local dye which cost little or nothing.

  • How service providers take consumers for a ride

    To say Nigerian consumers suffer a lot of abuse on daily basis in the hands of service providers, manufacturers, retailer’s etcetera, is certainly stating the obvious. The irony however is that most consumers suffer a lot of privations more than they are willing t o admit for reasons which border on the superficial to the complex.

    Different scenarios

    Mrs. Joy Igoh has been paying N1, 300 every month for 1GB of MTN data. This plan allows her access to the Internet at any time of the day. She has been on this plan for over two years now.

    However, recently after buying and loading her credit, she realised that she could not gain access to internet. Checking further through her system, a message appeared on her screen stating that she can only have access to the internet between about 6pm to 7pm.

    Of course, it was unacceptable to her as she needed the internet to work in the day time. Pronto, she rushed to the Fatai Atere Mushin, Lagos office of MTN. Explaining her predicament to the first MTN staff she saw in the office, he told her casually that the programs has been changed and that she needed to pay for a new plan to access the internet. What of the data she had already loaded and money spent on, she enquired? The staff told her casually again, that she will have to forfeit that data and money.

    In fury, she demanded to see the manager. The money may not have meant anything to the ill-trained staff but it meant something to Mrs. Igoh. Seeing her resolve, the staff took her to a more senior staff who resolved the issue.

    Cases of consumer abuse are so rampant in every sector that sometimes one is forced to question the existence of the so-called consumer protection agencies in the country. Are they actually protecting consumers?

    One popular flyer of the CPC says, “Do not grumble but complain.” Maybe the abuses are rampant because aggrieved consumers are not complaining. So why are they not taking their grievances to CPC?

    One of the major factors that deter aggrieved consumers from seeking redress is the perceived and assumed tortuous and lingering process of getting justice. Majority swallow it and carry on believing that getting justice will even cost them much more. And in most cases it does.

    Majority of the consumers interviewed said they prefer to take the offense in their stride instead of wasting precious money and time trying to get justice that may never come or take years to come.

    “I have been trying to get justice from the Consumer Protection Council of Nigeria [CPC] over one of the telecommunication giants but it has been an uphill task,” lamented a telephone subscriber who pleaded for anonymity.

    At The Nation Newspaper head office, 27, Fatai Atere Way Mushin, Lagos, where he came to seek intervention, he said since he lodged his first formal letter with CPC Lagos that “there had been two unsuccessful mediation meetings presided by CPC officials between the representative of the telephone company but nothing further had been done as the management of the company keeps derailing the meetings.”

    For Mr. Festus Okpenyemi, his case lingered on from April last year to December, at the Lagos State Consumer Protection Committee before it was finally resolved to his satisfaction.

    Speaking to our reporter at the venue of the mediation meeting at the first floor of the Ministry of Commerce and Industry, Alausa, Ikeja, he attributed the long length of the hearing of his case to the accused party who kept postponing the mediation meetings by not being available on the agreed dates.

    Echoing similar sentiments, Mrs. Obiamaka Okeke, said though her own case did not take long to resolve but she had to incur expenses by travelling on four different occasions to the operational headquarters of the Standard Organisation of Nigeria [SON] at No.13/14 Victoria Arobieke Street, Lekki, Phase 1, Lagos.

    “I was seeking justice over a substandard product I bought for N6, 000 and subsequently incurred expenses of almost N10,000 to get partial redress that did not to assuage my anger.”

    “Though I complained about that substandard product during the mediation meeting at SON office and demanded it should be withdrawn from the market in other for other consumers not to fall victims but unfortunately the said substandard product is still in the market. So I achieved almost nothing by taking my case to SON,” regretted Mrs. Okeke.

    But Barrister Femi Okoye, the president of ‘Know Your Right’ Agency, a Non Governmental Organisation [NGO] refuted claims that CPC and NGOs take time in resolving issues. “If it is a Law court, it may take months or even years to get the much desired justice.

    “In most cases Government agencies do not take time in resolving cases except on rare occasions but in the end justice is achieved,” he stressed.

    Concerning ways of making the redress processes less cumbersome, Barrister Okoye noted in office at Majekudumni Street off Allen Avenue Ikeja, that every day better ways of doing things keeps evolving but we need patience and awareness to get there.

    “Apart from the Law Courts, the issue of getting redress for offended consumers from both the Government and NGOs is a relatively new ground but with time the process will be fine-tuned and all the unnecessary bureaucracies removed,” he said.

    Reacting to the topic, Mr. Abiodun Obimuyiwa, the Deputy Director of Public Relations [DDPR], at the CPC head office Abuja, explained that “the redress system is from time to time being streamlined directly and through systematic enhancement. The Council has over time been enhancing its redress mechanism.”

    Besides setting new timelines for the resolution of cases brought before it, the Director disclosed that more empowerment has been provided for its workforce to achieve resolution of cases within a set deadline.

    Speaking from his Abuja office, Mr. Obimuyiwa said that apart from the above “with increased consumer education, more consumers are becoming more aware of the needed caution to be taken before making purchases.”

    Besides, the DDPR of the CPC of Nigeria “the number of service or product providers that are aware of the rights of consumers keep increasing by the day” adding that “these new converts respond more quickly to consumer complaints with a view to providing succour to aggrieved consumers just as they avoid situations that can warrant consumer dissatisfaction.”

    The Council he emphasised, through its engagements with product/service providers demand that they put in place robust complaints resolution mechanisms.

    “However, you know that there are steps which must be taken to resolve complaints and we have to follow all to ensure objectivity and impartiality,” explained a senior staff of the Department of Consumer Complaints and Collaboration, SON.

    Blaming the length of time taken sometimes in resolving cases on the warring parties, she said that if both parties agree to decisions taken early enough, the cycle time is reduced otherwise it is prolonged until there is resolution

    According to research carried out by the reporter, ideally it takes about one month for cases to be resolved in SON if the parties concerned are available.

    Almost the same process of getting redress applies to all the agencies involved but the CPC has the legal mandate of also applying for compensation through the law court.