NCC takes tougher stance on Quality of Service standards to improve telecom operations

Joy Agwunobi 

The Nigerian Communications Commission (NCC) has issued new stringent Quality of Service (QoS) regulations for telecommunications companies, setting the stage for a major update of service standards in the industry.

According to the commission, the regulations aim to hold telcos accountable for the quality of their services across various network segments, including 2G, 3G, and 4G.

Under the newly released QoS Regulations 2024, the NCC introduced specific performance indicators such as Drop Call Rates, Call Setup Success Rates, and Traffic Congestion to ensure telcos meet acceptable service levels. 

Failure to meet these standards,the regulatory body noted that it will attract severe penalties, including a N5 million fine for initial infractions and an additional N500,000 daily penalty until the issues are resolved.

The NCC mandates telcos to submit monthly QoS reports detailing their performance against the set parameters, and it also noted that it will independently verify the data through drive tests, consumer surveys, and data collection from its Network Operating Centres (NOCs).

The proactive approach reflects the commission’s resolve to meet the ambitious 50 per cent  quality of service target set by Bosun Tijani, minister of communications, innovation, and digital economy, by the end of this year.

In addition to the quality of service targets, Tijani’s Strategic Agenda 2023 outlines other critical goals, including boosting Nigeria’s broadband penetration to 70 percent by 2025, delivering a minimum data download speed of 25 Mbps in urban areas and 10 Mbps in rural areas, and expanding network coverage to reach 80 percent  of the population, particularly underserved and unserved communities, by 2026.

To achieve these targets, the regulatory body noted that it has shifted from a broad national approach to a more granular, localised data collection strategy. By analysing quality of service metrics at smaller, community levels, the commission stated that it  aims to identify specific problem areas and deploy targeted regulatory actions or optimised solutions. This localised approach is designed to enhance the Quality of Experience for consumers beyond the narrow, technically-focused Quality of Service evaluations traditionally used.

On the flipside, the new regulations come at a challenging time for the telecommunications industry, with ongoing naira devaluation and high inflation rates, telcos are struggling with financial strain which has forced many operators to slash operating expenditures, leading to a noticeable decline in service standards and impacting their ability to invest in network capacity and maintain service quality. 

Industry operators have voiced concerns, arguing that without an upward adjustment in tariffs, their ability to invest in the network will be severely compromised.