In the coming months, Nigerian telecom operators will be in the spotlight to ensure that the quality of service and consumer experience significantly improve as the sector prepares for a tariff hike, the Minister of Communications and Digital Economy, Bosun Tijani, has said.
Subscribers have long complained about poor network performance, including frequent call drops and slow internet speeds, and argue that higher tariffs must translate into better service.
Telecom operators had proposed doubling tariffs, but the government is expected to limit the increase to 60 per cent. Any adjustments will be evidence-based and guided by independent assessments, including a recently completed report by KPMG.
Tijani, speaking on Arise TV recently, highlighted the government’s determination to protect consumers while supporting telecom businesses.
The minister stated that the reforms will address not only the reliability of services but also customer satisfaction, issue resolution, and transparency in service delivery.
He said, “One thing you are going to see from both the ministry and the regulator, NCC, over the coming month is a strong focus on the quality of experience. We’re shifting the conversation from the quality of service that you get to the quality of experience, which means when you buy these services, are you getting the quality you should get? Is the customer service up to what it should be?”
Tijani added that the importance of Internet services cannot be overstated.
“The internet is almost a source of life. It’s critical to how we function daily. Imagine the chaos if we took away the internet or people’s phones for 24 hours—it would be akin to darkness,” he said.
Tijani also noted that the NCC recently signed an agreement with the Consumer Protection Commission to safeguard consumer rights, saying,
“This partnership is aimed at protecting Nigerians as tariffs rise. We are prioritising quality of experience to ensure consumers get value for their money.”
He further highlighted the government’s efforts to safeguard telecom infrastructure, which President Bola Tinubu had declared as a critical national asset to prevent vandalism and service disruptions.
“The work we are doing is to ensure businesses stay afloat while ensuring Nigerians have continued access to telecom services,” Tijani added.