Business
NCC tackles data depletion concerns, pushes for simplified telecom tariffs
The Nigerian Communications Commission (NCC) has announced that data depletion and billing issues continue to dominate consumer complaints within the telecom sector due to the intricate nature of operators’ tariffs and billing systems.
This was highlighted by Dr. Aminu Maida, the Executive Vice-Chairman of the NCC, during the 93rd edition of the Telecom Consumer Parliament (TCP) held on Thursday in Abuja.
In response to these persistent challenges, Dr. Maida revealed that the NCC is actively working to simplify data tracking for consumers, aiming to foster greater transparency and customer satisfaction.
The move follows an extensive review of consumer feedback earlier this year, which confirmed data depletion and billing as the primary concerns among telecom users.
NCC’s Directive to Telecom Operators
To address these issues, the NCC directed Mobile Network Operators (MNOs) and Internet Service Providers (ISPs) to audit their billing systems.
While the audits did not uncover any significant discrepancies, Dr. Maida noted that consumer perceptions of rapid data depletion continue to be influenced by the advanced features of high-resolution devices and the intricacies of telecom tariffs.
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In an effort to demystify these tariffs, the NCC issued a Guidance on Tariff Simplification, mandating that operators provide clear, accessible details about their data plans and pricing structures.
Dr. Maida emphasized, “This transparency will empower consumers to make better-informed decisions about their data usage and billing.”
He also shared that, in the coming months, consumers can expect operators to implement these new guidelines by publishing comprehensive tables outlining tariff plans, billing rates, and all associated terms and conditions.
Enhancing Consumer Satisfaction
Dr. Maida reiterated that the ultimate goal is to improve consumer satisfaction through consistent service quality.
He pointed out that quality service delivery is not solely dependent on MNOs but requires a concerted effort across the telecom value chain.
This includes collaboration with Tower Companies (TowerCos), which supply power and shared infrastructure, and providers of essential backhaul services through fiber, microwave, or satellite connections.
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Acknowledging the interconnected nature of service delivery, Dr. Maida said, “The commission has revised its guidelines to hold each player within the value chain accountable for maintaining quality service.”
Gbenga Adabayo, President of the Association of Licenced Telecom Operators of Nigeria (ALTON), also spoke at the forum, commending the NCC’s move towards tariff simplification.
He noted that clearer, more straightforward tariffs would help consumers better understand their data plans and usage.
“With simplified tariffs, consumers can make more informed choices about which data packages suit their needs,” Adabayo stated.
He also addressed consumer concerns about rapid data usage, attributing the phenomenon partly to smart devices running background applications without users’ knowledge.
Adabayo assured the public of the industry’s commitment to transparency, with efforts focused on equipping consumers with the information they need to manage their data usage effectively.
In July 2024, the NCC had taken significant steps to ensure transparency by issuing a directive titled ‘Guidance for the Simplification of Tariffs’.
This directive required telecom operators to fully disclose how charges are applied for both calls and data consumption. The document highlighted that all promotional and marketing materials must be clear and comprehensible, detailing each tariff component and condition.
Effective from July 29, 2024, this guidance mandated that all operators provide complete tariff information, allowing subscribers to make well-informed decisions and reducing the confusion surrounding data depletion and billing practices.
The NCC’s ongoing efforts reflect a broader commitment to enhancing consumer trust and addressing the complex challenges in Nigeria’s rapidly evolving telecom landscape.