Section 27, The National Communications Authority Act, 2022

(1) The Authority shall investigate any complaintreferred to it if the complaint- (a) is a matter to which the Authority relates; (b) is not frivolous or vexatious. (2) The Authority shall hear and determine the following matters- (a) disputes between licensees of communications services; (b) disputes between licensees and the public involving alleged breaches of the Act or regulations or rules or licences; (c) complaints between licensees and consumers; (d) objections to agreements between licensees; (e) claims by a licensee for a change in rates payable for any services. (3) Where it appears to the Authority at any time during or after its investigation that the licensee has not considered the complaint, or has not considered it adequately ,the Authority may revert the complaint to the licensee with the request that the licensee should consider or reconsider the complaint, (4) The Authority may make representations to the licensee on behalf of the complainant, or to the complainant on behalf of the licensee, as the Authority sees fit. (5) For the purposes of dealing with consumer complaints, the Authority shall establish a complaints unit that shall be responsible for receiving and making follow up on complaints from consumers. (6) The Authority shall by statutory instrument make rules on handling complaints and applicable proceedings.