Dispute Resolution Committee (DRC)
About the Dispute Resolution Committee (DRC)
1.What is the Dispute Resolution Committee?
The Dispute Resolution Committee (DRC) is a Statutory Committee of the National Communications Authority (Authority) established pursuant to Section 85 of the Electronic Communications Act, 2008 (Act 775). The Committee was launched in June 2024. The mandate of the DRC is to resolve disputes relating to electronic communications arising (a) between or among different network operators or service providers, (b) between a network operator or service provider and a utility provider, and (c) between a network operator or service provider and a customer.
2. What is the composition of the DRC?
The Governing Board of the NCA is empowered by Act 775 to determine the composition of the DRC. Per the amended User Guidelines, the Committee shall have no less than twelve members (including at least two women), appointed by the Board, and a chairperson who must be a member of the Board.
For each dispute, a three-member panel shall be constituted by the Chairperson of the DRC to determine the matter. One of the panel members must be a lawyer. The Decision of the DRC shall be by a majority vote of the Panel.
The Board shall appoint only persons who meet the minimum qualification requirements set out in the DRC Rules of Procedure and User Guidelines. The Secretary to the Authority is the Registrar of the DRC.
3. What reliefs may the DRC grant?
The DRC may grant any of the following reliefs when it determines a dispute: (a) a declaration setting out the rights and obligations of the disputing parties, (b) a provisional or interim order related to the subject matter of the dispute or a part of the dispute, (c) orders directing any party to pay the reasonable costs and expenses of another party, and (d) generally give directions and do anything that is necessary or expedient for the hearing and determination of the matter.
4. What is the procedure for dispute resolution before the DRC?
Any of the parties entitled to appear before the DRC may commence proceedings by filing a claim form which will be served on the Respondent. The Respondent will have 14 days to respond or file a counterclaim to be served on the Claimant. Once the relevant processes are filed, the DRC members will be empanelled. After the constitution of the DRC panel, the panel shall conduct a pre-hearing conference to set out the timelines and directions for the hearing of the case.
The panel shall then hear the case either by documentary evidence and/or oral hearing. After the hearing, the DRC shall consider the evidence and deliver an Award setting out the rights of the parties and granting the necessary reliefs.
5. Does the DRC take away the complaint handling powers of the Authority?
No. Consumer complaints against operators by subscribers may be submitted to the Authority under the Complaints Handling Procedure under the Electronic Communications Regulations, 2011 (L.I. 1991). Under this procedure, the Authority is mandated by law to act as a facilitator in the consumer complaint redress process. If the consumer is displeased with the procedure, they may then invoke the jurisdiction of the DRC. It is important to note that a subscriber is only required to demonstrate “reasonable efforts” at resolving a complaint under the complaint handling procedure.
6. What is the effect of the decision of the DRC?
A decision of the DRC is the decision of the Authority. Thus, the Authority is not subject to the jurisdiction of the DRC under law. Any person aggrieved by the DRC’s decision may appeal that decision to the Electronic Communications Tribunal.
7. How does a person initiate proceedings?
A person may initiate proceedings before the DRC by filing and completing a claim form and disclosing the relevant document in support of the claim. The claim Form can be downloaded from the website of the Authority.
8. When did the DRC commence taking claims from the public?
From 1st July 2024, the DRC commenced receiving claims at the DRC Registry which is currently located on the 6th Floor of the NCA Tower. The filing fees for users of the DRC can be found in the Fees and Charges (Miscellaneous Provision) (Amendment) Regulations, 2025. The NCA shall publish the DRC User Guidelines and other relevant documentation on its website.
The Dispute Resolution Committee (DRC) is a Statutory Committee of the National Communications Authority (Authority) established pursuant to Section 85 of the Electronic Communications Act, 2008 (Act 775). The Committee was launched in June 2024. The mandate of the DRC is to resolve disputes relating to electronic communications arising (a) between or among different network operators or service providers, (b) between a network operator or service provider and a utility provider, and (c) between a network operator or service provider and a customer.
2. What is the composition of the DRC?
The Governing Board of the NCA is empowered by Act 775 to determine the composition of the DRC. Per the amended User Guidelines, the Committee shall have no less than twelve members (including at least two women), appointed by the Board, and a chairperson who must be a member of the Board.
For each dispute, a three-member panel shall be constituted by the Chairperson of the DRC to determine the matter. One of the panel members must be a lawyer. The Decision of the DRC shall be by a majority vote of the Panel.
The Board shall appoint only persons who meet the minimum qualification requirements set out in the DRC Rules of Procedure and User Guidelines. The Secretary to the Authority is the Registrar of the DRC.
3. What reliefs may the DRC grant?
The DRC may grant any of the following reliefs when it determines a dispute: (a) a declaration setting out the rights and obligations of the disputing parties, (b) a provisional or interim order related to the subject matter of the dispute or a part of the dispute, (c) orders directing any party to pay the reasonable costs and expenses of another party, and (d) generally give directions and do anything that is necessary or expedient for the hearing and determination of the matter.
4. What is the procedure for dispute resolution before the DRC?
Any of the parties entitled to appear before the DRC may commence proceedings by filing a claim form which will be served on the Respondent. The Respondent will have 14 days to respond or file a counterclaim to be served on the Claimant. Once the relevant processes are filed, the DRC members will be empanelled. After the constitution of the DRC panel, the panel shall conduct a pre-hearing conference to set out the timelines and directions for the hearing of the case.
The panel shall then hear the case either by documentary evidence and/or oral hearing. After the hearing, the DRC shall consider the evidence and deliver an Award setting out the rights of the parties and granting the necessary reliefs.
5. Does the DRC take away the complaint handling powers of the Authority?
No. Consumer complaints against operators by subscribers may be submitted to the Authority under the Complaints Handling Procedure under the Electronic Communications Regulations, 2011 (L.I. 1991). Under this procedure, the Authority is mandated by law to act as a facilitator in the consumer complaint redress process. If the consumer is displeased with the procedure, they may then invoke the jurisdiction of the DRC. It is important to note that a subscriber is only required to demonstrate “reasonable efforts” at resolving a complaint under the complaint handling procedure.
6. What is the effect of the decision of the DRC?
A decision of the DRC is the decision of the Authority. Thus, the Authority is not subject to the jurisdiction of the DRC under law. Any person aggrieved by the DRC’s decision may appeal that decision to the Electronic Communications Tribunal.
7. How does a person initiate proceedings?
A person may initiate proceedings before the DRC by filing and completing a claim form and disclosing the relevant document in support of the claim. The claim Form can be downloaded from the website of the Authority.
8. When did the DRC commence taking claims from the public?
From 1st July 2024, the DRC commenced receiving claims at the DRC Registry which is currently located on the 6th Floor of the NCA Tower. The filing fees for users of the DRC can be found in the Fees and Charges (Miscellaneous Provision) (Amendment) Regulations, 2025. The NCA shall publish the DRC User Guidelines and other relevant documentation on its website.
Members of the DRC
The members of the Dispute Resolution Committee (DRC) are:
1. Mr. George Sarpong – Chairperson
2. Alhaji Ibrahim Abdul-Rauf Tanko
3. Mr. Eric Yaw Nsarkoh
4. Ms. Farida Bedweia
5. Mr. Mohammed Alhassan Esq.
6. Mad. Clara Pinkrah-Sam
7. Mad. Peggy Addo Esq.
8. Mr. Prince Hari Crystal
9. Mad. Anita Abena Asante Esq.
10. Mr. Bernard Amissah-Ocran
11. Mad. Grace Prempeh
12. Mr. Robert Apaya Esq.
13. Mr. Yaw Berhene Bonsu Esq.
14 Mad. Golda Sowah Adjei – Secretary/Registrar
1. Mr. George Sarpong – Chairperson
2. Alhaji Ibrahim Abdul-Rauf Tanko
3. Mr. Eric Yaw Nsarkoh
4. Ms. Farida Bedweia
5. Mr. Mohammed Alhassan Esq.
6. Mad. Clara Pinkrah-Sam
7. Mad. Peggy Addo Esq.
8. Mr. Prince Hari Crystal
9. Mad. Anita Abena Asante Esq.
10. Mr. Bernard Amissah-Ocran
11. Mad. Grace Prempeh
12. Mr. Robert Apaya Esq.
13. Mr. Yaw Berhene Bonsu Esq.
14 Mad. Golda Sowah Adjei – Secretary/Registrar
