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.

 

Dr. Aminu Maida Highlights the Role of Corporate Governance in Telecom Sustainability

Dr. Aminu Maida Highlights the Role of Corporate Governance in Telecom Sustainability

The Executive Vice Chairman of the Nigerian Communications Commission (NCC), Dr. Aminu Maida, has emphasized the critical importance of corporate governance for the survival and sustainability of Nigeria’s telecom sector. Speaking at the 2024 Annual Corporate Governance Conference, Dr. Maida addressed the theme: “Corporate Survival and Sustainability—The New Face of Governance in the Nigerian Telecoms Sector.”

Reflecting on the industry’s remarkable progress, Dr. Maida highlighted its significant contributions to Nigeria’s Gross Domestic Product (GDP). He underscored the shift in governance practices, which now extend beyond regulatory compliance to becoming key drivers of corporate survival, innovation, and long-term growth.

“Survival and sustainability are no longer optional; they are essential for corporate success,” Dr. Maida stated. He noted the increasing regulatory, environmental, and societal pressures facing companies in the sector. To navigate these challenges, he advocated for governance frameworks that inspire trust, encourage innovation, and create enduring value.

“At the Nigerian Communications Commission, we view corporate governance as more than a checklist; it must be a culture ingrained at every level of an organization,” he added.

Dr. Maida concluded by stressing the role of adaptable governance frameworks in a rapidly changing global landscape, urging telecom leaders to adopt robust governance structures as a foundation for industry resilience and sustainability.

The conference served as a platform to explore strategies for embedding corporate governance into the core of Nigeria’s telecom sector, reinforcing its role as a catalyst for economic growth and innovation.

 

Judiciary and Telecoms: How Nigeria’s Judges are Shaping the Digital Future

Judiciary and Telecoms: How Nigeria’s Judges are Shaping the Digital Future

 

By Anthony Nwosu

 

 

In today’s world, where technology is transforming every aspect of life, the role of the judiciary in supporting this digital shift often goes unnoticed. But for Nigeria, the partnership between the legal system and the telecommunications sector is more crucial than ever, as both work together to pave the way for a digital future that benefits everyone.

At the Nigerian Communications Commission (NCC) and National Judicial Institute (NJI) 2024 Judges’ Workshop, held recently at the Sheraton Hotel in Ikeja, Lagos, this collaboration was brought into sharp focus. With the theme “The Role of the Judiciary in Accelerating Digital Transformation in Nigeria,” the event gathered judges, legal experts, and telecom leaders for an important discussion about the growing need for the judiciary to stay ahead of the curve in this rapidly evolving digital world.

A Call for Stronger Judicial-Industry Ties

Dr. Aminu Maida, Executive Vice Chairman and CEO of the NCC, kicked off the event with a compelling message about the judiciary’s essential role in Nigeria’s digital journey. “As technology reshapes society, it’s not just about keeping up with change—it’s about guiding it. The judiciary is key in creating a legal framework that supports innovation while ensuring fairness, justice, and protection for all,” Dr. Maida said.

For him, the workshop wasn’t just another event; it was a call to action. The telecommunications industry is transforming every part of life in Nigeria—from how we communicate to how businesses operate—so it’s crucial that the legal system adapts to keep pace. The partnership between the judiciary and telecom sector, Dr. Maida pointed out, is no longer optional. It’s a necessity.

Addressing the Challenges of Infrastructure Protection and National Security

One of the most urgent issues raised during the workshop was the protection of critical telecom infrastructure, which has been under constant threat from theft and vandalism. Dr. Maida shared the concern that damage to fiber optic cables, mobile masts, and data centers disrupts not only telecom services but also the broader digital economy. The NCC, he said, has been working with the government to protect this infrastructure—and the judiciary’s support is vital.

A significant milestone in this effort came in July 2024, when President Bola Ahmed Tinubu signed an order declaring telecom infrastructure as Critical National Information Infrastructure (CNII), making it legally protected. Dr. Maida called this a crucial step forward, but stressed that the real work begins now: enforcing the law. “With the judiciary’s help, this law can be the powerful tool we need to safeguard Nigeria’s digital future,” he said.

Digital Justice: How Judges are Adapting to New Realities

The digital age has brought about a host of new challenges for the legal system. With the rise of e-commerce, social media, and digital contracts, Nigeria’s judges are now tasked with interpreting laws that didn’t exist when many of them first entered the profession. Issues like cybercrime, data privacy, and online fraud are now part of their daily reality. And with this comes the need to evolve and stay informed.

Dr. Maida explained that the judiciary must not only react to new tech trends but also proactively shape the legal landscape. Judges, he said, must be able to interpret digital contracts, settle online disputes, and ensure that digital rights are protected in a world where personal data is more valuable than ever.

“The judiciary must ensure that our digital economy is built on trust,” Dr. Maida said. “This means being vigilant about protecting citizens’ rights online and ensuring that all digital interactions—whether it’s a transaction or an online message—are safe, secure, and just.”

A Shared Vision for the Future

What became clear as the workshop unfolded was that the judiciary and the telecom sector share a common vision for Nigeria’s digital future. They understand that to succeed, they must work together—aligning their priorities to protect infrastructure, uphold the rule of law, and create an environment where technology can thrive without compromising people’s rights.

Dr. Maida ended the workshop with a hopeful message. “This is just the beginning,” he said, referring to the collaboration between the NCC and the NJI. “The future of Nigeria’s digital economy depends on a strong partnership between these two sectors. Together, we will ensure that Nigeria’s digital transformation is not only innovative and competitive but also just and equitable.”

As the event wrapped up, it was clear that the judges who attended—many of whom are already grappling with new tech-related cases—left with a renewed sense of responsibility. The workshop was a reminder that while technology is advancing quickly, the law must evolve just as fast. By working hand-in-hand with the telecom sector, the judiciary will help build a legal system that supports and protects Nigeria’s digital growth.

This partnership is more than just a meeting of minds; it’s a partnership that will shape Nigeria’s digital future, ensuring it is a future where technology and justice go hand-in-hand.

 

The Hidden Roadblocks to Nigeria’s Digital Revolution

The Hidden Roadblocks to Nigeria’s Digital Revolution

In the heart of Nigeria’s bustling cities and its quiet rural communities, an invisible challenge is quietly stalling the nation’s journey toward a digital future. While vandalism and theft of telecom infrastructure are often cited as the primary culprits behind poor connectivity, an even more insidious issue is threatening to derail progress: denial of access to telecom facilities.

This growing crisis took center stage at the Critical National Information Infrastructure (CNII) Protection and Resilience Workshop Series, held in Abuja and organized by the National Cybersecurity Coordination Centre (NCCC) under the Office of the National Security Adviser. Among the speakers was Dr. Aminu Maida, a leading figure in the telecom sector, who painted a sobering picture of a nation held back by bureaucratic hurdles, community resistance, and property disputes.

“In 2023 alone, we recorded over 20,000 cases of site access denial,” Dr. Maida revealed. “Each of these represents a barrier to connecting more Nigerians and building the robust digital economy we desperately need.”

Behind the Numbers: The Human Cost

For the average Nigerian, the impact of these access denials is felt in dropped calls, painfully slow internet speeds, and entire regions left disconnected. But the problem goes far deeper than just inconvenience.

Consider Halima, a schoolteacher in a rural part of Kaduna State. When her school shifted to a digital curriculum during the pandemic, Halima struggled to access online resources due to poor connectivity in her area. “Sometimes, I had to travel over 10 kilometers just to download lesson plans or respond to emails,” she shared. “The lack of a reliable network made my work almost impossible.”

Halima’s story is echoed across Nigeria. Small businesses in underserved areas are unable to tap into e-commerce opportunities, students are excluded from online education, and patients in remote locations miss out on telemedicine services. The denial of access to telecom sites is, in essence, a denial of opportunity.

Who Is Blocking Progress?

The reasons behind these denials vary. Property owners often demand exorbitant fees for access to their land, while some communities block infrastructure projects due to environmental concerns or disputes over compensation. In other cases, local governments impose cumbersome bureaucratic processes, slowing down critical maintenance or expansion efforts.

These obstacles create a ripple effect. Telecom operators, unable to upgrade or repair their infrastructure, struggle to meet the growing demand for connectivity. For a country aiming to become a leading digital economy in Africa, this is a significant setback.

A Sector in Crisis

Dr. Maida, speaking with urgency, emphasized that this issue is not just about telecom companies. “This is a national problem,” he stated. “Every access denial is a missed opportunity for progress—not just for businesses but for individuals, families, and communities.”

The figures are stark. With over 20,000 access denials recorded last year alone, the scale of the problem is undeniable. Each denial represents a delay in expanding networks, upgrading services, or reaching new communities.

A Call for Unity

The CNII workshop aimed to tackle this crisis head-on, bringing together policymakers, regulators, and industry stakeholders. Participants agreed on the urgent need for collaboration to protect and expand Nigeria’s critical telecom infrastructure.

“We need a shift in mindset,” Dr. Maida urged. “Communities and property owners must understand that connectivity benefits everyone. It’s not just about the operators—it’s about education, healthcare, business, and even national security.”

The Way Forward

Solutions proposed at the workshop include stronger regulatory frameworks, public awareness campaigns, and streamlined processes for granting access to telecom sites. However, these efforts require buy-in from all stakeholders, from local governments to private landowners.

For Nigeria to realize its digital ambitions, these barriers must be addressed swiftly and decisively. As the nation continues to expand its digital footprint, the importance of cooperation cannot be overstated.

A Shared Responsibility

The denial of access to telecom facilities is a symptom of deeper challenges—lack of awareness, distrust, and fragmented systems. Overcoming these obstacles will take more than just technical solutions; it will require a cultural shift that places connectivity at the heart of national development.

For now, the stories of people like Halima serve as a stark reminder of what’s at stake. Nigeria’s digital revolution is within reach, but only if the barriers blocking its path are removed.

Anthony Emeka Nwosu

President Tinubu Strengthens ICT Sector with Landmark Protection Order

President Tinubu Strengthens ICT Sector with Landmark Protection Order

 

The federal government has taken a decisive step toward securing Nigeria’s digital economy with the release of the *Designation and Protection of Critical National Information Infrastructure Order, 2024*. The gazette, approved by President Bola Ahmed Tinubu, was lauded by Dr. Bosun Tijani, Minister of Communications, Innovation, and Digital Economy, as a transformative move to safeguard the nation’s technological assets and infrastructure.

Dr. Tijani emphasized the order’s pivotal role in reducing disruptions and intentional damage to critical ICT systems and infrastructure. “This is a significant step that will strengthen and protect investments in the ICT sector by reducing incidences capable of damaging the operations and functionality of our technological systems, infrastructure, and networks,” he stated.

The Nigerian Communications Commission (NCC) also commended the initiative, describing it as a critical milestone for the telecom sector. The Commission highlighted that the order would help mitigate recurring threats to telecommunications infrastructure, ensuring seamless service delivery across the nation.

The gazette designates critical national information infrastructure (CNII) as protected assets, making it a criminal offense to willfully damage key facilities such as telecommunications towers, switch stations, data centers, satellite systems, submarine and fiber optic cables, transmission equipment, e-government platforms, and databases.

Dr. Tijani underscored the administration’s commitment to ensuring the security of these assets, noting that their protection is essential for improving the quality of telecommunications services often disrupted by vandalism and other threats.

“This administration prioritizes the security and protection of these critical infrastructures, recognizing their importance in fostering a thriving digital economy,” he added.

The NCC further noted that the gazette would boost investor confidence in Nigeria’s ICT sector, assuring that telecommunications operators can now operate in a safer and more stable environment.

The government has pledged to continue creating supportive policies and an enabling environment for the digital economy to flourish, reinforcing Nigeria’s position as a leader in ICT innovation and investment in Africa.

This landmark order reflects the administration’s resolve to protect the backbone of the nation’s digital and technological advancements.

“Access Denial to Telecom Facilities Is Stalling Nigeria’s Digital Growth” – Dr. Aminu Maida

“Access Denial to Telecom Facilities Is Stalling Nigeria’s Digital Growth” – Dr. Aminu Maida

 

Nigeria’s journey towards a digitally connected future is facing a serious, yet often overlooked, obstacle: access denial to critical telecom facilities. At the Critical National Information Infrastructure (CNII) Protection and Resilience Workshop Series held on October 28, 2024, Dr. Aminu Maida painted a vivid picture of how this issue is stifling progress.

Organized by the National Cybersecurity Coordination Centre (NCCC) under the Office of the National Security Adviser, the workshop brought together policymakers and regulators to discuss challenges and strategies for securing the country’s digital backbone. Dr. Maida’s speech, however, turned the spotlight on an issue that goes beyond infrastructure damage or theft—one rooted in human actions and decisions.

“In 2023 alone, we faced over 20,000 cases of site access denial,” Dr. Maida disclosed. He explained that these cases arise when property owners, communities, or even government entities block telecom operators from accessing critical sites to install, repair, or upgrade equipment. “Every single denial is more than just a statistic—it’s a barrier preventing millions of Nigerians from experiencing improved connectivity, stalling our progress towards a robust digital economy.”

The Human Cost of Access Denial

The consequences of these actions ripple far and wide. For urban residents, it might mean dropped calls or slower internet speeds. But in rural areas, where connectivity often hangs by a thread, access denial can mean isolation from crucial services like online education, telemedicine, or emergency communications.

Consider the story of a remote community in northern Nigeria where students rely on internet connectivity to participate in e-learning programs. When the telecom operator’s engineers were denied access to repair damaged equipment, the network remained down for weeks, cutting students off from their lessons. “These denials don’t just hinder infrastructure; they rob communities of opportunities,” Dr. Maida stressed.

A Shared Responsibility

Dr. Maida urged Nigerians to rethink their approach to telecom facilities. While some cases of access denial stem from legitimate concerns—such as fears about radiation or disputes over compensation—he argued that these challenges can be addressed through dialogue and collaboration. “We need a collective mindset shift. The digital economy doesn’t belong to telecom operators alone; it belongs to all of us.”

He also called on the government at all levels to play a more active role in mediating disputes and ensuring that telecom operators have the necessary support to expand and maintain their networks. “If we are to achieve the ambitious targets for Nigeria’s digital economy, protecting and granting access to telecom facilities must become a priority.”

A Call to Action

The CNII Protection and Resilience Workshop concluded with a renewed commitment to safeguarding Nigeria’s critical digital infrastructure. Attendees agreed that while cybersecurity remains a top concern, addressing access denial is equally vital to ensuring the country’s digital future.

Dr. Maida’s message was clear: “Every Nigerian deserves to be connected. But for that to happen, we must break down the barriers—literal and figurative—that are holding us back.” His passionate appeal struck a chord with participants, highlighting the human impact of decisions made at every level of society.

As Nigeria races toward becoming a digital leader in Africa, the challenge of access denial reminds us that progress isn’t just about technology; it’s about the people and communities who depend on it.

 

 

Anthony Emeka Nwosu

 

NCC Unveils Strategic Blueprint to Boost Telecom Services in Nigeria

NCC Unveils Strategic Blueprint to Boost Telecom Services in Nigeria

 

In a bold step to advance Nigeria’s telecommunications sector, the Nigerian Communications Commission (NCC) has outlined a strategic blueprint designed to improve service delivery. The plan, which focuses on knowledge-based policies, infrastructure, innovation, entrepreneurship, capital, and trade, is expected to revolutionize the telecom industry and enhance connectivity nationwide.

While addressing stakeholders at a consultation meeting, Aminu Maida, the Executive Vice Chairman (EVC) of the NCC, emphasized the importance of collaboration and industry participation in the regulatory process. He stated, *“In line with one of the key factors on collaboration as outlined in our focus areas, and the Commission’s traditionally institutionalized policy of participatory regulation, we are here again to elicit your comments and inputs on the use of the 6GHz band for Wi-Fi 6 and International Mobile Telecommunications (IMT).”

Maida further elaborated on the significance of global best practices in shaping the Commission’s decisions, saying, “We sincerely believe that our actions must be guided by decisions that take into cognizance the inputs from all stakeholders in the industry.”He explained that the 6GHz band, which spans from 5925 MHz to 7125 MHz, offers a substantial increase in available spectrum, vital for supporting the growing demand for high-speed internet and advanced applications.

Wi-Fi continues to play a crucial role in delivering broadband connectivity in homes and offices. However, Maida noted that the current 5GHz and 2.4GHz bands are becoming congested due to increased demand. He stressed the need for alternative frequency bands, stating, “It is, therefore, imperative to identify other frequency bands to complement the 5GHz and 2.4GHz bands.”

The EVC also referenced the recent 2023 World Radiocommunications Conference (WRC-23), where the 6GHz band was allocated for Wi-Fi and IMT applications. This decision followed a comprehensive study cycle and extensive consultations, leading to recommendations on how to optimally use the spectrum.

In concluding his address, Maida welcomed participants to the consultation, encouraging them to provide valuable input that would guide the NCC in making informed decisions. He remarked, “Today, we present to you our thoughts and recommendations on the use of the spectrum band to get your feedback for informed decision-making. I welcome you all and wish you fruitful deliberations.”

The NCC’s efforts reflect its commitment to maintaining a dynamic regulatory environment that supports innovation, improved service delivery, and global standards in the Nigerian telecommunications industry.

Airtel Nigeria CEO Hosts Strategic Meetings with Key Public and Professional Institutions

Airtel Nigeria CEO Hosts Strategic Meetings with Key Public and Professional Institutions

 

Airtel Nigeria recently hosted two pivotal meetings aimed at fostering collaboration and driving innovation in key areas critical to the nation’s development.

Carl Cruz, CEO of Airtel Nigeria, welcomed Engr. Abisoye Coker-Odusote, the Director General of the National Identity Management Commission (NIMC), and her team to the company’s headquarters in Lagos. The meeting took place against the backdrop of the Commission’s 6th National Identity Day, a significant event for Nigeria’s ongoing efforts to enhance digital identity management. During the discussions, both parties explored potential partnerships and strategies to leverage Airtel’s technological expertise to support the digital identity infrastructure of the country, ensuring that innovation continues to thrive in this sector.

Cruz emphasized Airtel’s commitment to playing a crucial role in streamlining identity management, with the ultimate goal of making life easier for Nigerians through secure and efficient digital systems. “We are eager to collaborate with NIMC to transform the landscape of digital identity in Nigeria. As a technology leader, Airtel stands ready to contribute its resources and capabilities to advance this essential national agenda,” Cruz stated.No alternative text description for this image

A day earlier, the CEO also met with leadership from the Chartered Institute of Personnel Management (CIPM). This engagement focused on Airtel Nigeria’s people-centric policies, specifically its emphasis on employee development, diversity, and inclusion. Cruz and CIPM leadership explored ways to further solidify Airtel’s commitment to fostering a work environment that empowers individuals and promotes personal and professional growth.

“We are proud of our people-first approach,” Cruz commented during the CIPM meeting. “At Airtel, we understand that our success is driven by our employees, and we are dedicated to providing them with the support and development they need to thrive.”No alternative text description for this image

These meetings underscore Airtel Nigeria’s dedication to forging strong relationships with both public institutions and professional bodies, ensuring an environment that fosters growth and innovation across multiple sectors. The company’s leadership is optimistic about the future, particularly the impact these collaborations will have on creating an enabling environment for all Nigerians.

As Airtel continues to engage with various stakeholders, the company remains committed to its mission of connecting Nigerians and empowering communities through innovative solutions and strategic partnerships.

 

 

ANTHONY 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.