NCC in 2024: Putting Subscribers First and Driving Telecom Growth

NCC in 2024: Putting Subscribers First and Driving Telecom Growth

 

The Nigerian Communications Commission (NCC) has been a game-changer in 2024, reaffirming its commitment to Nigerian subscribers and the telecom industry. Addressing recent speculations about a tariff hike, the Commission has reassured Nigerians that they remain at the heart of its decisions.

This year, the NCC has taken bold steps to ensure that subscribers enjoy improved services and better protection. For instance, it mandated telecom providers to resolve customer complaints within 30 minutes at service centers, saving subscribers time and enhancing their overall experience.

The Commission has also been instrumental in expanding broadband access across the country. With its drive to achieve 70% broadband penetration by 2025, millions of Nigerians now have better access to affordable and reliable internet, creating opportunities for businesses, education, and social inclusion.

One of the standout achievements this year has been the NCC’s efforts to promote digital inclusion. Through partnerships and campaigns, the Commission has brought internet services to underserved communities, giving more Nigerians a chance to participate in the digital economy.

Cybersecurity has also been a top priority. With the increasing reliance on digital platforms, the NCC introduced stronger measures to protect subscribers from online threats, ensuring that the digital space remains safe for all users.

Economically, the NCC has created a vibrant environment for growth. By fostering competition and attracting new investments, it has helped reduce costs for subscribers while keeping the industry robust and innovative.

In response to rumors of tariff hikes, the NCC has reassured Nigerians that any decisions about tariffs will be transparent and in line with the realities of the economy. The Commission encourages subscribers to ignore unverified information and trust in its dedication to their welfare.

As the year progresses, the NCC continues to prove that it is not just a regulator but a partner to Nigerians, ensuring that the telecom sector remains dynamic, inclusive, and subscriber-focused.

By Anthony Emeka Nwosu.

 

Why Revisiting Telecom Tariffs is Essential for Nigeria’s Digital Future

Why Revisiting Telecom Tariffs is Essential for Nigeria’s Digital Future

 

As the cost of living continues to rise, it is becoming increasingly clear that the telecommunications sector, a backbone of Nigeria’s digital economy, cannot be exempt from the economic realities gripping the nation. While Nigerians depend heavily on affordable and reliable voice and internet services, the truth is that telecom operators are grappling with skyrocketing operational expenses, which threaten the sustainability of the entire industry.

The Nigerian Communications Commission (NCC) has announced that it will unveil a new and simpler tariff structure for telecom operators on December 13, 2024. This move signals a critical step towards addressing the imbalance between service costs and operational realities. While no one likes the idea of paying more, we must face the uncomfortable truth: quality services come at a cost, and maintaining the status quo could lead to a collapse in service standards.

The Unseen Struggles of Telecom Operators

Telecom operators in Nigeria, including major players like MTN, Airtel, and Glo, have long kept prices stable, even as the costs of fuel, electricity, and infrastructure maintenance have soared. In October, MTN’s CEO, Karl Toriola, painted a bleak picture: the industry is hemorrhaging money, relying on financial reserves to stay afloat. This is not a sustainable model.

Earlier this year, telecom operators made their first call for a tariff review in 11 years. Their argument was simple: without a fair adjustment to tariffs, the quality of service will deteriorate, and the financial health of the sector will be compromised. Despite these warnings, the industry has continued to bear the brunt of economic inflation without passing the costs on to consumers.

Why Nigerians Should Pay Attention

The telecommunications sector is one of the few that has not raised prices despite inflationary pressures. Yet, this generosity cannot last forever. Network operators must invest in infrastructure to expand coverage, improve internet speeds, and ensure that call quality meets global standards. Without the necessary financial resources, these investments will stall, leaving Nigerians with subpar services.

It’s also worth considering that telecommunications are no longer a luxury but a necessity. From remote work to online learning, e-commerce, and healthcare, every aspect of modern life depends on a robust and reliable digital network. If we expect first-world services, we must be willing to shoulder part of the cost.

The NCC’s Balancing Act

The NCC’s new tariff framework promises to make pricing more transparent and consumer-friendly. While the details are still under wraps, it’s crucial that any changes strike a balance between affordability for consumers and profitability for operators. This is not just about raising prices—it’s about ensuring that the industry remains viable while providing Nigerians with the quality services they deserve.

A well-thought-out tariff adjustment could also open the door for innovative pricing models. For example, operators might introduce data-sharing plans, pay-per-use models, or tailored packages for different demographics. Such initiatives would ensure that consumers get value for money while helping operators cover their costs.

A Call for Understanding

As we approach December 13, it’s important for Nigerians to approach this issue with an open mind. Nobody wants to pay more, but the cost of doing nothing is far greater. If operators can no longer sustain their services, the digital backbone of our economy will crumble, affecting millions of lives and businesses.

The NCC’s forthcoming announcement is a reminder that we are all stakeholders in this industry. While telecom operators must prioritize efficiency and innovation, consumers must also recognize the economic realities and be prepared to contribute to the sustainability of this vital sector.

By ensuring that telecom tariffs reflect the true cost of operation, we can secure a brighter, more connected future for all Nigerians.

— Anthony Emeka Nwosu

Telecom operators in Nigeria, including major players like MTN, Airtel, and Glo, have long kept prices stable, even as the costs of fuel, electricity, and infrastructure maintenance have soared. In October, MTN’s CEO, Karl Toriola, painted a bleak picture: the industry is hemorrhaging money, relying on financial reserves to stay afloat. This is not a sustainable model.

How Interconnection Debt is Affecting Nigeria’s Telecom Industry – A Call for Urgent Action

How Interconnection Debt is Affecting Nigeria’s Telecom Industry – A Call for Urgent Action

 

By Anthony Emeka Nwosu

Nigeria’s telecom industry is facing a serious crisis, and it’s not something that can be ignored any longer. The interconnection debts owed to telecom operators by financial institutions, especially banks, have ballooned into a massive issue. These debts, now running into hundreds of billions, have created a ripple effect that threatens to destabilize the entire sector.

The figures speak for themselves—what started as N32 billion in 2022 has now skyrocketed to over N120 billion. This is money that telecom companies rely on to keep their networks running smoothly, maintain infrastructure, and continue providing essential services like mobile banking, payments, and communications. But with financial institutions dragging their feet in paying up, the telecom industry is struggling to keep up.

One of the most impressive aspects of the situation is the way the Nigerian Communications Commission (NCC) is stepping up to address the crisis. The NCC, in collaboration with the Central Bank of Nigeria (CBN), has been working tirelessly to ensure that banks fulfill their financial obligations. This collaboration is a powerful example of regulatory bodies coming together to protect a critical sector and ensure that services remain uninterrupted. Through this concerted effort, the NCC is sending a clear message to the financial sector: pay up, or risk damaging the telecom industry, which is vital to Nigeria’s economy.

However, the debts are doing more than just putting pressure on telecom companies—they’re also causing a domino effect that is hurting the industry in many ways. First and foremost, the failure to settle these debts has a direct impact on job security within the telecom sector. Without the necessary cash flow to expand and upgrade their networks, telecom companies may be forced to scale back operations, laying off employees, and reducing the number of new jobs created in the sector.

Secondly, this ongoing debt crisis is shaking investor confidence. Telecom companies in Nigeria are already dealing with high operational costs, and the added burden of unpaid debts makes the sector appear increasingly unstable. For investors, this is a major red flag. If the sector cannot maintain a stable cash flow and meet its financial obligations, they may think twice before making long-term investments in telecom infrastructure or services. As a result, this could slow down the pace of innovation, infrastructure development, and the expansion of telecom services across Nigeria and beyond.

Lastly, the debts are also preventing telecom companies from reinvesting their profits into their operations. Profit reinvestment is essential for the growth and diversification of any business, but telecom operators who are left waiting for billions in unpaid debts cannot afford to put money back into their networks or expand into new areas of business. This stagnation can have long-term negative effects, limiting the sector’s ability to evolve with changing technologies and market demands.

The good news is that the NCC and CBN are making strides in resolving the issue. Their active involvement is crucial in preventing the further deterioration of the telecom sector. The NCC has done well in leading the way to clear these debts and ensure that telecom companies can continue to thrive. But this effort must be supported by all stakeholders—especially the banks and financial institutions that owe telecom operators.

At the end of the day, these debts are not just a financial issue; they are a matter of national importance. The telecom industry is a pillar of Nigeria’s digital economy, and if we don’t address the outstanding debts, we risk undermining the entire sector. The role of the NCC in making sure these debts are cleared is crucial, not just for the telecom companies, but for the economy at large.

If the debts are paid, if telecom companies are given the resources they need to continue growing, and if investors feel confident that the sector is stable, then Nigeria’s telecom industry can continue to be a leader in Africa’s digital revolution. But if we continue to let these debts pile up, we’ll be looking at a future where telecom companies can’t expand, job opportunities shrink, and Nigeria’s ambitions for digital growth fall short. The time to act is now, and the NCC is showing us the way. Let’s not waste it.

 

 

 

Anthony Emeka Nwosu

 

Telecom Stakeholders Applaud NCC’s New Mandates for Enhanced Customer Service Standards

Telecom Stakeholders Applaud NCC’s New Mandates for Enhanced Customer Service Standards

 

Telecommunication stakeholders have commended the Nigerian Communications Commission (NCC) for its recent mandates aimed at significantly improving the quality of service provided by telecom operators in the country. The NCC’s directive, which requires companies like MTN Nigeria and Airtel Nigeria to attend to subscribers within 30 minutes of their arrival at service centres, marks a significant step towards elevating customer satisfaction and operational efficiency within the industry.

This directive is part of the NCC’s newly released ‘Quality of Service Business Rules,’ which came into effect in August 2024. These guidelines, initially drafted in June 2023, aim to set clear benchmarks for service delivery by establishing minimum service standards, associated measurements, and key performance indicators. Industry experts have lauded these rules as essential for maintaining a competitive edge in an increasingly demanding market.Full List Of Airtel Offices In Abuja With Address & Phone Number

From the perspective of industry stakeholders, the NCC’s focus on customer-centric regulations reflects a deep understanding of the challenges faced by both service providers and their customers. The requirement that subscribers must be attended to within 30 minutes of arriving at service centres is seen as a proactive measure that will not only reduce customer frustration but also enhance the overall reputation of telecom operators.

In addition to the 30-minute service window, the NCC has introduced several other customer service improvements that stakeholders believe will drive industry-wide enhancements. For example, the commission has limited the maximum number of call attempts before connecting to customer care lines to three, and mandates that customers must be able to speak with live agents within five minutes. In instances where this is not possible, telecom operators are now required to call the subscribers back within 30 minutes—a move that is expected to significantly reduce the long-standing issue of customer care accessibility.

The swift blocking of lost or stolen SIM cards, which must now be completed within five minutes of a report, has been highlighted as another crucial improvement. Stakeholders agree that this mandate not only protects consumers but also reinforces the integrity of telecom networks by preventing unauthorized usage.

Furthermore, the NCC’s rules stipulate that internet outages should not exceed two hours, except in cases of lawful disconnection. This requirement is anticipated to drive network reliability, a key factor in maintaining customer trust and loyalty. The regulations around the deactivation of subscriber lines also offer a balanced approach, allowing for the deactivation of lines that have not been used for revenue-generating events within six months, while also providing an option for line parking to prevent number loss for subscribers with valid reasons for inactivity.

Stakeholders within the telecom industry view these measures as a win-win for both consumers and service providers. By ensuring that customer service is prompt, efficient, and reliable, the NCC is helping to foster a more competitive and responsive telecom market. Operators are expected to benefit from higher customer retention rates and enhanced brand loyalty, while consumers will enjoy improved service quality.

The NCC’s proactive stance in regulating the telecom industry has set a new standard for customer service in Nigeria, and stakeholders are optimistic that these changes will drive further innovation and growth within the sector.

Telcos Record 9,077 Service Outages in Q2 2020, Says NCC

Telcos Record 9,077 Service Outages in Q2 2020, Says NCC

…Charges stakeholders on telecom infrastructure protection

…Warns service providers against unwholesome practices

Major mobile network operators (MNOs) in the country recorded 9,077 cases of service outages on their networks in the second quarter of the year, resulting in unexpected disruptions to operators’ network quality of service (QoS) delivery and intermittent quality of experience (QoE) by the consumers, the Nigerian Communications Commission (NCC) has said.

The Executive Commissioner, Stakeholder Management (ECSM), NCC, Mr. Adeleke Adewolu, disclosed this in a presentation delivered during the first Virtual Telecoms Consumer Parliament (VTCP) hosted by the Commission recently in Abuja.

According to Adewolu, of the 9,077 service outages recorded by the operators, 3,585 were caused by incidences of denial of access to telecoms sites for maintenance, 4,972 were triggered by incidences of fibre cuts from construction activities and vandalism while 520 cases were as a result of incidences of generator and battery theft at sites.

A collocation Mast In Lagos State. picture by ANTHONY EMEKA NWOSU

Adewolu, however, noted that in a proactive step to mitigate the challenges, the Commission had swiftly responded by taking some major decisions to mitigate any unforeseen challenges that may cause serious disruptions in service delivery to the consumers throughout the period of the COVID-19 pandemic.

He said, “the Commission approved resource sharing by operators throughout the period of COVID-19 pandemic.” These include fibre optic cables and other resources in the event of cable cuts and other unforeseen developments.

“We also ensured that the service providers meet the needs of their teeming consumers by securing Right of Passage (RoP) for all telecommunications officials and staff for easy movement during the lockdown. This was to ensure ease of movement to service base stations and other telecom facilities and equipment,” among others.

The ECSM called on all stakeholders to join hands with the Commission in enlightening all citizens on the need to protect the telecom infrastructure in their domain without which quality of service delivery will be hampered.

He noted the numerous complaints received from consumers by the Commission since the outbreak of the pandemic were indicative of the widening gap between the consumer QoS and the QoE provided by the service providers, which, according to him, needed to be addressed.

He charged operators on the need to increase and improve their network capacity following the unprecedented increase in consumer demand.

“Also, service providers must embark on pervasive consumer education and enlightenment campaign about data usage and billing to ensure their subscribers have all the required information to make informed decisions so as get value for money spent. Operators also need to train and equip their customer care personnel on consumer complaint management as well as ensuring that consumer complaints are resolved conclusively and in line with the revised Service Level Agreement (SLA),” Adewolu said.

He warned service providers to refrain from indulging in unwholesome practices such as modification of data plan without informing the consumers, putting out promotional advertorials without prior approval by the Commission, changing the names and nomenclature of promotions from what was approved, among others to short-change the consumers, warning that the Commission will not hesitate to sanction erring operators.

The ECSM noted that the Consumer Code of Practice requires that once a contract agreement is signed, both parties should adhere to the contract terms and conditions and where a change is required, the validity period should end before any modification is effected.

Signed:

Dr. Ikechukwu Adinde
Director, Public Affairs