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.

 

Nigeria’s Mobile Market Sees Promising Growth as Active Subscriptions Reach 157.3 Million in October

Nigeria’s Mobile Market Sees Promising Growth as Active Subscriptions Reach 157.3 Million in October

 

After a challenging period marked by regulatory audits and disruptions, Nigeria’s telecommunications sector is rebounding with renewed vigor. The nation’s mobile subscription base climbed to an impressive 157.3 million in October 2024, up from 154.6 million in the previous month. This marks a significant turnaround following setbacks linked to the Nigerian Communications Commission’s (NCC) audit and the implementation of the National Identification Number (NIN)-SIM linkage exercise.

The growth is being driven primarily by MTN and Airtel, two of the country’s largest mobile network operators. MTN, the undisputed market leader, added a staggering 2.2 million new subscriptions in just one month, bringing its total to 80.3 million active lines. This surge has pushed MTN’s market share to 51.09%, solidifying its role as the backbone of Nigeria’s telecom industry.

For Airtel, the month was equally promising. The network saw an influx of 697,430 new subscribers, raising its active base to 54.4 million. This growth translated to a 31.61% market share, further cementing Airtel’s position as a key player in connecting Nigerians across the country.

This recovery extends beyond mere numbers. The rise in active subscriptions has significantly improved Nigeria’s teledensity—a metric that gauges telecom penetration relative to population size. Teledensity grew from 71.46% in September to 72.7% in October, a clear indicator of the industry’s resilience and its ability to adapt to regulatory demands.

However, not all telecom operators are celebrating. Globacom, Nigeria’s third-largest provider, faced another challenging month, losing 44,635 subscriptions. Its active subscriber base now stands at 19.1 million, with its market share slipping to 12.15%. For 9mobile, the struggles are even more pronounced. The operator, which has been battling customer retention issues for years, shed 245,263 subscribers in October, leaving it with a mere 3.3 million active users and a market share of just 2.15%.

The challenges faced by these operators stem largely from the NCC’s rigorous audit, which aimed to cleanse the sector of inaccuracies and ensure compliance with industry guidelines. The audit revealed that one network operator had wrongly classified 40 million inactive lines as active. These lines, which had not generated any revenue for over 90 days, violated the NCC’s criteria for active users and had skewed the industry’s overall data.

For the industry as a whole, these regulatory interventions, while initially disruptive, appear to have laid the groundwork for a more stable and transparent telecom ecosystem. Industry insiders note that the efforts to link SIM cards with NINs and enforce proper registration processes are crucial steps toward creating a system that prioritizes both security and efficiency.

This growth story isn’t just about numbers; it’s about connecting people, businesses, and communities. From bustling urban centers to remote rural villages, telecom operators like MTN and Airtel are driving progress by enabling millions of Nigerians to stay connected, access digital services, and participate in the global economy.

As the industry regains its footing, the onus is now on all players to innovate, compete, and meet the evolving demands of Nigeria’s diverse and dynamic population. For MTN and Airtel, the challenge will be to sustain this growth, while for Globacom and 9mobile, it’s a wake-up call to rethink strategies and reclaim market relevance.

In the words of a telecom analyst, “This recovery is not just a win for the operators but a win for Nigeria. It reflects the potential of a robust telecom sector to drive digital inclusion, economic growth, and societal transformation.”

 

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

 

NCC Takes Action to Resolve N250 Billion USSD Debt Crisis

NCC Takes Action to Resolve N250 Billion USSD Debt Crisis

 

The Nigerian Communications Commission (NCC) is actively working with the Central Bank of Nigeria (CBN) to resolve the ongoing N250 billion debt owed by Nigerian banks to telecommunications operators for Unstructured Supplementary Service Data (USSD) services. As the sector’s regulatory body, the NCC is committed to ensuring a sustainable and balanced resolution that protects consumers, promotes fair practices, and upholds the integrity of mobile financial services.

The Critical Role of USSD in Financial Services
USSD, a mobile communication system used for essential financial services such as money transfers, balance checks, and bill payments, is a vital tool for millions of Nigerians. However, telecom operators have raised concerns about non-payment by banks for these services, leading to an increasing debt burden that has now reached N250 billion.

The debt issue dates back to 2019 when telecom operators proposed a charge of N4.50 per 20 seconds of USSD usage, to be deducted from the fees banks collect from customers. The banks opposed the charges, citing the high cost of the proposal, which they argued would increase service costs by 450%. This disagreement has led to the current financial dispute.

NCC’s Commitment to Resolving the Issue
In light of the growing tension, the NCC has stepped in as a mediator between the telecom operators and the banking sector. Dr. Ikechukwu Adinde, Director of the NCC’s Consumer Affairs Bureau, emphasized the Commission’s dedication to resolving the crisis in a way that balances the interests of all parties involved, especially consumers.

“The NCC’s priority is to ensure the continuity of essential mobile financial services and to protect the interests of consumers who rely on USSD daily for critical financial transactions,” said Dr. Adinde. “We are committed to working with the CBN and other stakeholders to find an equitable solution that resolves this debt issue and ensures the continued provision of these services without disruption.”

Focus on Transparent and Fair Practices
As part of its regulatory role, the NCC is also taking steps to increase transparency in the telecommunications sector. New regulations will soon require telecom operators to clearly communicate their tariff plans, billing rates, and service terms to customers. This move is designed to enhance consumer trust and ensure a more transparent and predictable service environment.

“We recognize that transparency is crucial in fostering a fair and competitive telecommunications industry. Our goal is to provide clear guidelines that ensure fair pricing, protect consumers, and support sustainable business practices across both the telecom and banking sectors,” Dr. Adinde added.

A Balanced Path Forward

The NCC’s actions align with its long-standing commitment to ensuring that the telecommunications industry operates in the best interests of all stakeholders. By facilitating a collaborative approach with the CBN, the NCC aims to resolve the USSD debt dispute while reinforcing its regulatory oversight to prevent future conflicts.

“We are confident that with the support of all parties involved, we will reach a resolution that addresses the current debt crisis and establishes a more structured framework for USSD services moving forward,” Dr. Adinde concluded.

The NCC continues to engage with relevant stakeholders and is optimistic that the ongoing efforts will lead to a fair resolution that preserves the integrity of Nigeria’s mobile financial services ecosystem.

 

Nigerian Delegation Visits MTN Group Headquarters to Strengthen Bilateral Relations

Nigerian Delegation Visits MTN Group Headquarters to Strengthen Bilateral Relations

 

A high-ranking delegation from Nigeria’s Ministry of Foreign Affairs recently visited the MTN Group headquarters in Johannesburg, South Africa. The visit highlighted the growing efforts to deepen economic and diplomatic relations between the two largest economies in Africa.

The Nigerian team was led by Rt. Hon. Wole Oke, Chairman of the House Committee on Foreign Affairs, and included prominent figures such as Amb. Ahmed Sulu-Gambari, the Head of the Ministry of Foreign Affairs; Nigeria’s High Commissioner to South Africa, H.E. Alexander T. Ajayi; and other senior officials.

MTN Group’s top executives welcomed the delegation, including Group Chairman, Mcebisi Jonas; Chief of Staff (CEO’s Office), Jerry Varachia; Executive for Network Design, Amith Maharaj; Executive for Core Mergers and Acquisitions, Annemarie Krijnauw; Executive for Internal Audit, Motselisi Molapo; and Senior Manager for Strategic Public Affairs, Dominic Khumalo.

During the meeting, discussions focused on fostering stronger ties between Nigeria and South Africa. Both parties acknowledged MTN’s significant role in bridging economic and cultural gaps between the two nations. The Nigerian delegation emphasized the importance of private sector contributions to advancing regional integration, while MTN executives reiterated their commitment to contributing to Africa’s shared growth story.

This engagement comes ahead of Nigeria’s President, His Excellency Bola Ahmed Tinubu’s planned state visit to South Africa. MTN Group Chairman, Mcebisi Jonas, assured the delegation of MTN’s continued support for the Nigerian presidency’s economic and diplomatic initiatives.

The visit further cements MTN’s role as a key player in enhancing collaboration and fostering goodwill between Nigeria and South Africa. It also underscores the potential of private-public partnerships to drive economic development across the continent.

#DoingGoodTogether

 

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.

Photo Story Release: Super Eagles’ Heartwarming Welcome Home Celebration by MTN Nigeria

Photo Story Release: Super Eagles’ Heartwarming Welcome Home Celebration by MTN Nigeria

 

 

The Super Eagles of Nigeria, who secured an impressive second place in Africa after the AFCON 2024 match against Ivory Coast, returned home today to a heartwarming reception organized by MTN Nigeria.

In a series of captivating photos, the joy and excitement of the welcome home celebration unfolded. As the Super Eagles disembarked from their flight, they were greeted by a sea of fans, decked in green and white, proudly waving the national flag.

MTN Nigeria, a proud supporter of the Super Eagles, took the opportunity to express their appreciation for the team’s outstanding performance. The players were welcomed with open arms, and the event showcased a harmonious blend of national pride and corporate support.

The photo series captures the emotional moments as Nigerians and MTN representatives congratulated the Super Eagles for their remarkable achievement. Banners with messages like “Well Done Super Eagles” and “Thank You for Making Us Proud” adorned the venue, creating a festive atmosphere.

In one powerful image, a representative from MTN is seen handing a symbolic token of appreciation to the team captain, symbolizing the strong partnership between the telecommunications giant and the beloved national football team.

Nigerians gathered to share their pride and gratitude, expressing how the Super Eagles have become a symbol of unity and inspiration. The players, in turn, acknowledged the support with humility and gratitude, emphasizing the importance of teamwork both on and off the field.

This photo story beautifully encapsulates the spirit of celebration, camaraderie, and national pride as the Super Eagles return home as true heroes, inspiring the nation to face life’s challenges with courage and the power of teamwork.

No alternative text description for this imageNo alternative text description for this imageThey got back home from AFCON today and MTN Nigeria decided to throw them a warm reception.

We told them how proud we are of them. We said ‘well done’ and ‘thank you’. They are a symbol of unity to Nigerians and have inspired us to face life’s games with courage. They have showed us the power of team work.

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DG NITDA Receives MTN CEO, Urges More Collaboration To Encourage Innovation

DG NITDA Receives MTN CEO, Urges More Collaboration To Encourage Innovation

The Director General of National Information Technology Development Agency (NITDA) Mallam Kashifu Inuwa Abdullahi, CCIE has today received the newly appointed MTN Nigeria’s Chief Executive Officer, Mr karl Toriola and his team at the Agency’s corporate headquarters.

Mr Toriola was at the Agency to familiarize himself with the activities of NITDA and to further strengthen the partnership already existing between the Agency and organisation
The DG NITDA while addressing the team stated that MTN is one of the supporting organisation that has helped the Agency in achieving some of its set goals. Adding that “as such, we need to find ways we can work hand in hand in terms of regulations and make sure what we do is in the best interest of the public.”

“The regulation we do is not to discourage innovation or to limit you rather our regulations are developmental regulations which helps to unlock opportunities and to also create an enabling environment for you and others players”, he added.

Mallam Abdullahi said that NITDA’s regulations are form in two ways either the Agency deciding on what and what to set as regulations or they sit with the industry players to decide on what kind of regulations can be made.

He said that human capital development is one of the key areas the agency is focusing on “as we need to train our people to understand the new technologies before we develop and use it.” In this regards, the DG NITDA urged MTN to collaborate with the Agency to train as many persons as possible.

“In terms of infrastructure, we have done a lot in that aspect as we have provide infrastructure to under served and unserved communities because you need to have infrastructure to be able to connect to the service. As business people, I urged you to create an avenue where people are easily and freely connected to the service as it will create more users and in turn generate more fund”, he said.

NITDA Boss applauded MTN for doing its best in the area of compliance and commended the company for the prompt payment of its levies.
Speaking earlier, Mr Toriola asserted that the MTN Nigeria Privacy and Data Protection service has been developed and adopted by the board. He said, “It has been deployed across our business and with constant engagement with NITDA officials who have provided us with necessary support and guidance, we have carried out an audit of our privacy data compliance practices with the Nigerian Data Protection Regulations requirements.

He stated that the data breach management has been developed and deployed adding that the company has embarked on a programme that will promote local content in Nigeria which includes ecosystem support to provide ICT innovation, STEM to accelerate local innovations.

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