The Nigerian Communications Commission (NCC) has announced a new push to make data tracking easier and more transparent for telecom consumers across Nigeria.
This initiative, aimed at tackling ongoing complaints about data depletion and complex billing, was unveiled at the 93rd edition of the Telecom Consumer Parliament in Abuja on Thursday.
Dr. Aminu Maida, Executive Vice-Chairman of the NCC, stated that the commission is determined to address these issues through reforms that simplify data usage tracking.
“The NCC has analyzed consumer complaints and discovered that data depletion and billing issues are top concerns for telecom users,” Dr. Maida said.
He explained that the NCC recently directed Mobile Network Operators (MNOs) and Internet Service Providers (ISPs) to audit their billing systems, ensuring accuracy in customer charges.
“No major issues were found in the audits,” Dr. Maida added, “but customers still face frustrations due to high-resolution devices and complex operator tariffs.”
In response, the NCC has introduced a Guidance on Tariff Simplification, requiring telecom operators to present clear information on data plans and their pricing.
This new guidance means that consumers will soon have access to detailed tables showing data plan options, billing rates, and all relevant terms and conditions.
Dr. Maida stressed that the goal is to provide consumers with the information they need to make informed decisions about their data usage.
“The commission wants every Nigerian consumer to feel satisfied with the quality of telecom services,” he said.
He emphasized that maintaining high-quality service is not only the responsibility of MNOs, but also requires teamwork across the telecom value chain.
“Quality service depends on cooperation among all stakeholders, including Tower Companies (TowerCos) that provide power and infrastructure, as well as those delivering backhaul services,” he noted.
Gbenga Adabayo, President of the Association of Licensed Telecom Operators of Nigeria (ALTON), praised the NCC’s efforts, saying simplified tariffs would offer consumers a better experience.
“With these changes, customers can more easily compare data packages and choose the one that suits their needs,” Adabayo said.
He acknowledged that data depletion remains a concern, with many consumers surprised at how quickly their data disappears.
“Our findings indicate that smart devices use data in the background, often without the consumer’s awareness,” he explained.
Adabayo said transparency would help rebuild trust between telecom operators and their customers.
“Transparency is the bedrock of trust. In the past, we recognized that trust issues existed, but through NCC’s leadership, we are improving that trust,” he stated.
He commended the NCC for its initiatives and called for increased collaboration within the industry to provide better service to consumers.
Carl Cruz, CEO of Airtel Nigeria, also expressed his support, emphasizing that consumers remain the company’s focus.
“The telecom industry is highly capital-intensive. To improve service delivery, we must continue to invest in this sector,” Cruz said.
He mentioned that unpaid debts from banks have posed challenges but thanked the NCC for its support in addressing these issues.
Obafemi Banigbe, CEO of 9mobile, said that telecom challenges, including data usage issues, often stem from power failures and cable cuts.
“Consumers struggle to track data usage, unlike voice calls, where they can easily gauge their consumption,” Banigbe noted.
He suggested that operators should provide more insights into data consumption to help reduce operational costs for customers.
The discussion also featured Dr. Olawande Wumi, a representative from the Consumer Advocacy Group, who stressed the importance of raising consumer awareness on their rights and responsibilities.
“Many consumers, especially at the grassroots, lack knowledge about their rights,” Dr. Wumi said, “and awareness is key to empowering them in a consumer-centric telecom industry.”
