NCC outlines strategic measures for consumer-centric data experience

At the 93rd Telecoms Consumer Parliament held on August 8, 2024, Dr. Aminu Maida, Executive Vice Chairman and CEO of the Nigerian Communications Commission (NCC), delivered a comprehensive keynote address emphasizing the importance of a consumer-centric approach to Nigeria’s evolving telecom industry.

Themed “Optimizing Data Experience: Empowering Consumers through Awareness and Transparency in a Consumer-Centric Telecom Industry,” the event focused on how consumers can navigate an increasingly data-driven world.

Dr. Maida highlighted the remarkable transformation of Nigeria’s telecommunications landscape over the past two decades.

From the advent of 3G, which enabled basic internet browsing, to the rollout of 4G LTE that unlocked seamless video streaming and online services, Nigeria has kept pace with global technological advancements.

Now, with the deployment of 5G technology promising ultra-fast speeds and reduced latency, the country is set to explore new applications, including smart cities, autonomous vehicles, and the Internet of Things (IoT).

As Nigeria’s data consumption surged—marked by an average daily usage of 336 gigabytes per second in 2024, a 39% increase from the previous year—Dr. Maida addressed consumer concerns about perceived rapid data depletion and billing transparency.

He noted that these issues resonate globally, with countries like Eswatini facing similar challenges.

An analysis conducted by the NCC earlier this year revealed data depletion and complex billing structures as recurring consumer grievances. In response, the Commission directed mobile operators and internet service providers (ISPs) to audit their billing systems.

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Though no major discrepancies were found, Dr. Maida acknowledged that consumers’ perceptions are influenced by the growing prevalence of high-resolution devices and advanced technologies that inherently consume more data.

Dr. Maida illustrated how advancements in mobile technology contribute to increased data use. Five years ago, viewing a photo on social media required around 100 kilobytes; today, with high-definition displays and camera resolutions, a single image can consume up to four megabytes.

Platforms like Instagram use approximately 600 megabytes per hour, while streaming on services such as YouTube can require between 3.5 to 5.4 gigabytes per hour, depending on quality.

“Improved technologies go beyond their purchase cost to our pockets; they also come at a cost to data,” he stated, emphasizing that consumers often overlook how background apps and high-definition streaming affect data usage.

To tackle these challenges, the NCC launched a Joint Industry Campaign for Consumer Awareness on Smarter Data Usage in collaboration with major operators.

This campaign, disseminated across radio, television, newspapers, and SMS, aims to educate consumers on managing their data effectively. Dr. Maida pointed out features on smartphones that track data usage and enable users to set data limits, urging more consumers to leverage these tools.

In an effort to simplify tariffs and promote transparency, the NCC issued a guidance on Tariff Simplification, mandating that operators present clear, comprehensive information on data plans and pricing.

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This initiative is set to roll out in the coming months, ensuring that consumers have access to detailed tables outlining billing rates, terms, and conditions.

The keynote address stressed that achieving high-quality service delivery in the telecom sector requires collaboration across the industry’s value chain, involving Tower Companies (TowerCos) and backhaul service providers.

Dr. Maida also pointed out significant challenges, including vandalism and the theft of telecom infrastructure. To combat this, President Bola Ahmed Tinubu signed a Presidential Order designating telecom assets as Critical National Information Infrastructure, bolstering legal protections and enforcement against vandalism.

Dr. Maida acknowledged that macroeconomic pressures and rising operational costs have impacted the ability of telecom operators to invest in infrastructure. The NCC is working with the government and stakeholders to navigate these economic hurdles and sustain sector growth.

In his concluding remarks, Dr. Maida announced that the NCC is finalizing Major Incident Reporting Guidelines, which will require operators to notify consumers about major incidents affecting their networks.

Additionally, coverage maps detailing service quality and network strength across Nigeria will soon be available, empowering consumers to make informed decisions when selecting telecom services.

“Our aim is to ensure that consumers are informed, valued, and satisfied with the telecom services they receive,” Dr. Maida concluded, reaffirming the Commission’s commitment to fostering a transparent, accountable, and consumer-centric telecom industry.