By Dele Ogbodo
The Executive Vice Chairman (EVC)/CEO, of Nigerian Communications Commission (NCC), Dr. Aminu Maida, on Thursday, said recent analysis by the Commission showed that consumers’ data depletion and billing issues by telecommunications operators as top concerns.
However, he revealed further investigation showed that quality of service delivery is not solely the responsibility of Mobile Network Operators (MNOs) even as he averred that it requires collaboration across the value chain.
Speaking at the 93 telecoms consumer parliament, in Abuja, he mentioned other key stakeholders, such as TowerCos, which provide power and shared infrastructure, as well as those providing essential back-haul services, whether by fibre, microwave or even satellite, connecting base stations to the core networks of MNOs, adding that they all play crucial roles in ensuring high-quality telecom services.
Maida, said: “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.”
Against the background of persistent poor quality of service being experienced by consumers, he said the theme for the summit is timely, as internet use has become essential to daily life, explaining… our role at the NCC is to not only ensure accessibility but to enhance service delivery for consumers, he said.
According to him, over the past two decades, the telecommunications landscape in Nigeria has transformed from basic voice services to high-speed data that connects, informs, and powers innovations.
He said: “With the rollout of 3G, 4G, and now 5G, we’ve seen Nigerians adopting social media, e-commerce, online banking, and more, adding that the introduction of 3G networks in the mid-2000s marked the beginning of this shift, enabling basic browsing and email.
“The leap to 4G LTE brought faster speeds, enabling video streaming, online gaming, and a myriad of digital activities. Now, with 5G promising even faster speeds and lower latency, new frontiers are opening for innovations such as smart cities, autonomous vehicles, and the Internet of Things, driving further demand for data.
“Today, as data consumption grows, fueled by digital advancements, we must address consumer concerns over data depletion and billing transparency.
“Globally, DataReportal notes there are now over 5 billion internet users, with Nigeria alone accounting for 132 million connections.
“Nigerians spend an average of 4 hours and 20 minutes on social media daily, far above the global average, underscoring how deeply embedded digital interaction is in our lives. In 2024, Nigeria’s daily data usage averaged 336 gigabytes per second, marking a 39% increase from the previous year—a clear indication of the data-driven lifestyle many Nigerians lead.”
According to him, despite this, many consumers feel their data depletes faster than expected, echoing a sentiment I hear often. Nigeria isn’t alone in this; other countries, like Eswatini, are also working to address similar consumer concerns about data usage, adding that earlier this year, Commission analyzed consumer complaints, revealing data depletion and billing issues as top concerns.
“In response, we directed Mobile Network Operators and ISPs to conduct audits of their billing systems, which reported no major issues. However, perceptions persist due to two main factors: 1, the impact of high-resolution devices and improved technologies on data use and (2) the complexity of operator tariffs.
”With the advent of 4G and 5G, as well as devices with ultra-high-definition screens, data consumption has naturally increased. For example, while viewing a photo on Instagram might have required only 100 kilobytes of data five years ago, today, with advanced camera resolutions, a photo can consume between two to four megabytes when opened on Instagram.
“According to Tech Advisor, an online resource that offers tech reviews, spending an hour on Instagram can set you off an average of 600 Megabytes of your data, while streaming platforms like YouTube would set you off by about 3.5 to 5.4 Gigabytes per hour.
“Improved technologies go beyond their purchase cost to our pockets, they also come at a cost to data. Because they have better screen resolutions, they consume higher quality media that consumes more data. This is the same for our increasing digital habits: according to DataReportal, the world’s internet users are spending less time watching television; the average daily television viewing has fallen by over 8% in the past one year.”
Recognizing these challenges, the Commission, Maida, said in collaboration with major operators, launched a Joint Industry Campaign on Consumer Awareness on Smarter Data Usage.
He said: “This media campaign, spanning radio, television, newspapers, and SMS, aims to educate consumers on effective data management. I am sure many of you have encountered jingles or graphics offering tips for managing data. Our message emphasizes empowering consumers with the knowledge to optimize their data usage.
“For example, many smartphone users may not know that their devices can track data usage and allow them to set limits on the amount of data they want to use.
”Smartphones, even when idle, often run background applications like automatic updates and location services, which consume data. Additionally, high-definition streaming services like Netflix consume substantial data— about three gigabytes per hour in high definition, or seven gigabytes in ultrahigh definition.
“The Commission believes that an informed consumer is a better-equipped consumer, leading to a clearer understanding of data consumption and reducing misconceptions about data depletion.
“In addition, to address tariff complexity, NCC 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 they are on.
“As I wrap up I would like to stress at the heart of the Commission’s Strategic Vision is the commitment to meet the expectations of our stakeholders: the Consumers, the Industry/Licensees, and the Government.
“I daresay that the government and operators thrive on satisfied consumers. To achieve this, our focus has evolved from simply demanding quality service to ensuring a holistic Quality of Experience throughout the telecom consumer’s lifecycle—from SIM registration to usage and even service disposal. Our goal is for consumers to be consistently satisfied with telecom services.” He said.
He added that the Commission has revised its guidelines to include provisions that hold each player in the value chain accountable for quality service, explaining that while the Commission remains committed to these goals, the industry also faces challenges such as vandalism and theft of telecom assets, which frustrate operators’ efforts to deliver quality telecom services.
He said: “In July, through NCC’s advocacy and collaboration with key stakeholders, President Bola Tinubu signed a Presidential Order designating telecom infrastructure as Critical National Information Infrastructure.
“This Executive Order strengthens our ability to address issues of vandalism, tampering, and unauthorized access to telecom infrastructure.
“We cannot also ignore the effect of current macroeconomic challenges and the rising cost of business in the country which is impacting the ability of operators to make the necessary investments in the sector.
“The Commission is mindful of this and is actively working with other arms of government and stakeholders to address these issues and ensure the industry’s sustainability.
“In closing, I want to reaffirm the Commission’s commitment to transparency and accountability within the sector. The Commission is finalizing our Major Incident Reporting Guidelines, which will require operators to inform consumers of major incidents impacting their networks, with these reports also accessible on our website.
“Consumers can also soon expect coverage maps detailing operators’ network strength across the country. These maps will indicate coverage gaps, service quality, and signal strength, allowing consumers to make more informed choices when selecting an operator.”
