Telecoms: We’ll ensure customers get satisfaction for services

Omeiza Bilal

The National Communications Commission (NCC), has said that it remains committed to ensuring that all stakeholders—from consumers to operators—are satisfied with telecom services.

In his keynote address at the 93rd telecoms consumer parliament (TCP) in Abuja, Maida, noted that despite constant changes in the telecoms space it would continue to work towards a sustainable and transparent telecom environment.

The NCC EVC said that over the last two decades, Nigeria’s telecommunications sector has evolved from basic voice services to high-speed data connectivity.

According to him, the introduction of 3G, 4G, and now 5G has transformed how Nigerians engage with social media, e-commerce, and online banking.

He said, “However, as data consumption rises—averaging 336 gigabytes per second in 2024—so do concerns about data depletion and billing transparency.”

Maida pointed out that despite audits revealing no major billing issues, many consumers feel their data depletes unexpectedly.

He admitted that the perception stems from high-resolution devices and complex tariff structures.

To address these issues, EVC said the NCC has launched a consumer awareness campaign focusing on smarter data usage and is implementing tariff simplification guidelines to enhance transparency.

“Recognizing these challenges, the Commission, in collaboration with major operators, launched a Joint Industry Campaign on Consumer Awareness on Smarter Data Usage. This media campaign, spanning radio, television, newspapers, and SMS, aims to educate consumers on effective data management. I am sure many of you have encountered jingles or graphics offering tips for managing data. Our message emphasizes empowering consumers with the knowledge to optimize their data usage. For example, many smartphone users may not know that their devices can track data usage and allow them to set limits on the amount of data they want to use,” he said.

The NCC boss said that increased collaboration across the industry will help address challenges like vandalism and rising operational costs.

“While the Commission remains committed to these goals, the industry also faces challenges such as vandalism and theft of telecom assets, which frustrate operators’ efforts to deliver quality telecom services. In July, through NCC’s advocacy and collaboration with key stakeholders, President Bola Ahmed Tinubu signed a Presidential Order designating telecom infrastructure as Critical National Information Infrastructure. This Executive Order strengthens our ability to address issues of vandalism, tampering, and unauthorized access to telecom infrastructure.

“We cannot also ignore the effect of current macroeconomic challenges and the rising cost of business in the country which is impacting the ability of operators to make the necessary investments in the sector.

“The Commission is mindful of this and is actively working with other arms of government and stakeholders to address these issues and ensure the industry’s sustainability.

“In closing, I want to reaffirm the Commission’s commitment to transparency and accountability within the sector. The Commission is finalizing our Major Incident Reporting Guidelines, which will require operators to inform consumers of major incidents impacting their networks, with these reports also accessible on our website.

“Consumers can also soon expect coverage maps detailing operators’ network strength across the country. These maps will indicate coverage gaps, service quality, and signal strength, allowing consumers to make more informed choices when selecting an operator,” the EVC further said.

The 93rd Telecoms Consumer Parliament had as its themed “Optimizing Data Experience: Empowering Consumers through Awareness and Transparency in a Consumer-Centric Telecom Industry.”