The Nigerian Communications Commission has identified data depletion and billing issues as the leading complaints among telecom consumers in Nigeria, attributing these challenges to the complexity of telecom tariffs and billing systems.
The Executive Vice-Chairman of the NCC, Dr. Aminu Maida made this disclosure during the 93rd edition of the Telecom Consumer Parliament held on Thursday in Abuja.
Dr. Maida revealed that the Commission is actively working on simplifying the process of tracking data usage for customers, with the aim of improving transparency and reducing billing disputes in the telecom sector.
Maida stated that earlier this year, the NCC conducted an analysis of consumer complaints, which revealed that data depletion and billing issues were the top concerns among telecom users in Nigeria.
Accorfing to Maida, the NCC directed Mobile Network Operators and Internet Service Providers to conduct audits of their billing systems.
The audits, however, revealed no major issues with the billing processes, despite the ongoing consumer complaints regarding data depletion and billing discrepancies.
“However, perceptions persist due to two main factors: the impact of high-resolution devices and improved technologies on data use, and the complexity of operator tariffs,” he said.
On the issue of tariff complexity, the NCC boss explained that the commission had issued a Guidance on Tariff Simplification, which mandates operators to provide clear and accessible information regarding data plans and pricing.
This initiative aims to make it easier for consumers to understand the costs associated with telecom services and to reduce confusion surrounding tariffs.
“This transparency will empower consumers to make better-informed decisions about their data usage and billing.
“In the coming months, operators will implement this guidance, presenting consumers with tables detailing their tariff plans, billing rates on each plan, and all terms and conditions related to the tariff plans,” he said.
Maida emphasized that the goal of simplifying the process was to ensure consistent consumer satisfaction with telecom services.
He noted that recent data analysis by the NCC had revealed that quality service delivery is not the sole responsibility of MNOs, but requires collaboration across the entire telecom value chain.
He highlighted the need for partnerships with key stakeholders, such as Tower Companies, which provide power and shared infrastructure, as well as those offering essential backhaul services, including fibre, microwave, and satellite providers.
According to Maida, this collaborative approach is crucial for improving the overall quality of telecom services in Nigeria.
He stressed that connecting base stations to the core networks of Mobile Network Operators is a critical component in ensuring high-quality telecom services.
He explained that the seamless integration of these networks, along with the cooperation of all stakeholders in the telecom value chain, plays a crucial role in delivering reliable and efficient services to consumers.
Meanwhile, the President, Association of Licenced Telecom Operators of Nigeria, Gbenga Adebayo, stated that tariff simplification would benefit consumers by providing more straightforward and transparent data plans, making it easier for users to compare and understand pricing.
He emphasized that this clarity would help reduce confusion and enhance the overall consumer experience in the telecom sector.
“With simplified tariffs, consumers can make more informed choices about which data packages that suit their needs.
“Many consumers have expressed concern about the rapid rate at which their data is consumed.
“Our findings reveal that data depletion is often driven by the active use and activities of smart devices, many of which run in the background without the consumer’s knowledge,” he said.
Adebayo assured that industry players are committed to promoting transparency by empowering consumers.
In July this year, the NCC issued guidance for telecom operators, mandating them to provide subscribers with clear and detailed information on how they are being charged for each call and data consumed. This directive aims to improve transparency and ensure that consumers are fully informed about their usage and billing.
