Subscription Fee Increase! FRN v. Multichoice: CPC Sets Up Complaint Desk for DSTV Subscribers

The Consumer Protection Council (CPC) is setting up a special channel for receiving complaints from DSTV and GOTV subscribers who have been unable to renew their subscription at their bouquet prevailing price as at July 31, 2018.

The CPC noted that the above measure become necessary following Multichoice’s deliberate disobedience of court order restraining them from increasing their subscription rate or prices, pending the determination of an application before the court.

In a statement issued by the DG of CPC Mr. Babatunde Irukera, consumers experiencing the above challenges are advised to send an email to multichoicecompliance@cpc.gov.ng, stating relevant information, including smart card number, name, telephone number, date and time of failed attempt to pay, supporting same with relevant evidence such as a screenshot or document (where necessary).

The statement reads:

“It has come to the attention of the Consumer Protection Council that customers of MultiChoice Nigeria Limited (operators of DStv and GOtv) are unable to renew their subscription at their bouquet prevailing price as at July 31, 2018. 

On August 20, 2018, Justice Nnamdi Dimgba of the Federal High Court, sitting in Abuja, in the case of Federal Republic of Nigeria V MultiChoice Nigeria Limited: Case No. FHC/ABJ/CS/894, entered an order restraining Multichoice by itself, agents, or representatives and howsoever described, from continuing any increased subscription rate or prices, pending the determination of an application before the court. 

On August 21, 2018, the Council issued a statement with respect to this order, informing the public that “it is a violation of the order of the court for Multichoice to require consumers to pay, or to receive any new rate for their service, from consumers. For clarity, the current, valid and prevailing rate for DStv and GOtv services are the rates that were effective as at July 31, 2018.” 

In view of the continuing and increasing complaints that consumers are unsuccessful in renewing subscription in compliance with the order of the court, even after service of the order upon Multichoice, the Council is setting up a special channel for receiving complaints for this purpose. 

As such, any consumer who has, or is experiencing this challenge should please send an email to multichoicecompliance@cpc.gov.ng, stating relevant information, including smart card number, name, telephone number, date and time of failed attempt to pay, supporting same with relevant evidence such as a screenshot or document(where necessary).”