NCC to Simplify Mode of Tracking Data Usage by Telecoms Customers

Oghenevwede Ohwovoriole in Abuja

In a bid to improve transparency in the telecoms industry, the Nigerian Communications Commission (NCC) yesterday said it was  simplifying the process of tracking data usage by customers.

The Executive Vice Chairman of the NCC, Aminu Maida made the disclosure at the 93rd edition of Telecoms Consumer Parliament (TCP) in Abuja, with the theme: “Optimising Data Experience, Empowering Consumers Through Awareness and Transparency in a Consumer-Centric Telecom Industry.”

He explained that earlier this year, NCC analysed consumer complaints, revealing data depletion and billing issues as top concerns.

“We directed mobile network operators and Internet Service Providers (ISPs) to conduct audits of their billing systems, which reported no major issues. 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, Maida said the  commission issued a Guidance on Tariff Simplification, requiring operators to provide clear, accessible information on data plans and pricing.

“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.

According to the EVC, the goal  of simplifying  the process is  for the consumer to be consistently satisfied with telecom services.

“Over the past months, our data analysis has shown that quality service delivery is not solely the responsibility of Mobile Network Operators; it requires collaboration across the value chain.

“Key stakeholders, such as TowerCos (Tower Companies), which provide power and shared infrastructure, as well as those providing essential backhaul services, whether by fibre, microwave or even satellite, connecting base stations to the core networks of MNOs, all play crucial roles in ensuring high-quality telecom services,” he added.

In recognition of this, the Commission, he said, has revised its guidelines to include provisions that hold each player in the value chain accountable for quality service.”

President, Association of Licenced Telecom Operators of Nigeria (ALTON), Gbenga Adabayo, speaking on the benefits of tariff simplification , said this will benefit consumers by offering them more straightforward and transparent data plans that are easier to compare and understand.

“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 runs in the background without the consumer’s knowledge,” he said.

He restated the commitment of the  industry players to transparency by empowering the consumers.

“We’ve seen also that transparency is the bedrock of trust. Prior to now we realized that we may have some trust issues with our consumers. And I think through the leadership of the NCC we’ve done a significant endeavor in building trust among our consumer.

“Through consistent and open communications about data usage, tariffs, and service types, we plan to build much more lasting trust with our consumers,” he explained.

He commended the EVC and the NCC team these  initiatives to drive the sector and calls for strengthened collaboration.

The CEO, Airtel Nigeria, Carl Cruz said: ” we hold the consumer close to our hearts because they’re are the reason we are doing business. The industry is highly capital intensive and for us to improve service delivery we must continue to invest in the sector.”

The CEO 9mobile:  Obafemi Banigbe, said: “These issues are common issues but as regard the customer experience we greatly regret it but most of the challenges customers faces are cost by power failure or cable cuts.

“ And on data use it’s difficult for consumers know their consumption rate because it’s not like the voice call that they can easily calculate. If operators can share sites it will help to reduce operational cost.”

The representative of Consumer Advocacy Group, Dr. Olawande Wumi underscored the importance of consumers awareness on their rights and obligations especially at the grass roots.