Joy Agwunobi
The Nigeria Communications Commission (NCC), has taken a decisive step to address the growing concerns of subscribers over data depletion by directing Mobile Network Operators (MNOs) to conduct an independent audit of the billing systems with the aim to promote transparency and accountability in data usage and billing methods.
The directive comes as the regulatory body for telecommunications in Nigeria, concludes a consultation process to simplify tariff plans, making it easier for subscribers to understand and manage their data usage.
The NCC explained that its actions are a response to the escalating complaints from subscribers over the rapid exhaustion of their data bundles by the current billing systems, but with the independent audit and simplified tariff plans, telecom operators will be held accountable for their billing practices, and subscribers can expect a more transparent and user-friendly experience.
A statement signed by Reuben Mouka, the NCC’s Director of Public Affairs, noted that the regulation seeks to enhance openness and accountability in data usage and billing methods so as to protect the interests of subscribers and promote a fair and competitive telecom market. He made this known while highlighting the commission’s activities in the first year of President Bola Tinubu’s administration.
The telecom regulator also stated that it is focused on building a resilient industry and improving the delivery of regulatory services. It added that the Commission has launched advocacy initiatives to tackle long-term challenges in the sector. These include advocating for telecom infrastructure to be designated as Critical National Infrastructure and successfully persuading over six states to waive Right of Way (RoW) fees.
Additionally, the Commission is initiating discussions with more states on this issue.
In addition to these steps, the NCC has set a target to enhance the quality of services (QoS) in the telecoms sector, aiming to improve it by 50 percent by the end of the year.
This objective is in line with one of the targets of Bosun Tijani, the minister of communications, innovation, and digital economy, who is working hand in hand with the commission to achieve this goal.
The 50 percent improvement in QoS is a key performance indicator (KPI) that the NCC is committed to achieving, as part of its broader strategy to transform the telecoms sector. This initiative is expected to have a positive impact on the overall customer experience, ensuring that telecom services are more reliable, efficient, and responsive to the needs of consumers.
According to the NCC, the minister’s Strategic Agenda 2023 outlines other ambitious targets for the development of Nigeria’s telecom sector which include increasing Nigeria’s broadband penetration rate to 70 per cent by the end of 2025, provide reliable data download rates of 25 Mbps in urban areas and 10 Mbps in rural areas by the end of 2025,by 2026, the NCC also hopes to have covered at least 80 per cent of the country’s population, with a focus on underserved and unserved areas.
Other targets under the Strategic Agenda include reducing the gap of unconnected Nigerians in rural areas from 61 per cent to less than 20 per cent by 2027, and to secure an increase in broadband investment, ranging from 300 per cent to 500 per cent by the end of 2027.
The regulator stated that, in order to improve the quality of telecom services, the Commission which is headed by Aminu Maida, has adopted a more localised approach to data collection and analysis. Instead of taking a broad, national approach, the Commission collects and analyses more detailed data from operators to assess the quality of service at a very local level. Adding that this allows for targeted solutions or regulatory actions to be implemented where necessary, with the ultimate goal of providing consumers with an enhanced Quality of Experience that goes beyond the traditional, technically-focused Quality of Service metrics.
The commission further stated that the quality of experience encompasses all aspects of the consumer’s journey when using telecom services, including selection, onboarding, usage, support, and off-boarding.
According to the commission, this approach empowers consumers to make informed decisions when selecting a network, enjoy a seamless onboarding process, receive quality services at fair prices, receive responsive customer support, and have a protected off-boarding experience if they choose to switch networks.
