Tariff increase must result in significant improvement in quality of service – FCCPC
Orisemeke Benjamin
The Federal Competition and Consumer Protection Commission (FCCPC) have said that telecom operators must ensure a significant improvement in service delivery following upward adjustment in tariff.
According to a statement by Director, Corporate Affairs, Ondaje Ijagwu, the rationale for the increase in tariff must reflect in better services for consumers who rely on telecommunications for both personal and business purposes.
“It is non-negotiable that telecom operators must prioritise visible and measurable improvements in network reliability, speed, accessibility, and customer service as part of any tariff adjustment,” the Commission said.
The consumer protection agency noted that despite the economic pressures faced by telecom operators, consumer interest remain paramount.
The NCC had on Monday approved a request for tariff increase by telcos.
“The FCCPC acknowledges the intense pressure faced by the NCC over the years to approve tariff increases due to the rising operational costs experienced by telecom operators, which became more pronounced in recent times.
“We commend the NCC for adopting a deliberate and measured approach by rationalising the tariff adjustment and linking it to commensurate improvements in service quality while implementing measures to mitigate the impact on consumers. The NCC’s approval of a 50% adjustment, which is lower than the over 100% increase initially proposed by operators, demonstrates a thoughtful effort to balance industry sustainability with consumer protection.
“We are also pleased with the NCC’s directive to operators to ensure that, henceforth, tariffs are clear, straightforward, and free of hidden charges or complexities. Operators are now required to disclose all key details upfront, including the cost, validity period, and the specific inclusions of a plan. Consumers can also expect a mandatory disclosure table from their service providers, enabling them to make informed decisions without worrying about unexpected charges or surprises.
“Consumers have consistently expressed the desire for measurable improvements in the quality of service before any tariff increases are implemented. Issues such as network congestion, dropped calls, inconsistent internet speeds, unusual data depletion, and poor customer service have remained prevalent concerns. It is, therefore, crucial that tariff adjustments directly translate into demonstrable and tangible service enhancements for consumers.
“Operators must also clearly communicate the rationale for the tariff adjustments to consumers. This includes ensuring that consumers are fully informed about the nature of the changes, their benefits, and how they align with efforts to improve service delivery and infrastructure,” the statement read.
The FCCPC said it would continue to monitor the impact of these tariff adjustments to ensure compliance with established regulatory standards.
“Operators are reminded that the FCCPC is actively working with NCC to address concerns that may be raised by consumers during this transition period and beyond,” Mr Ijagwu added.
