Why data depletion, billing issues still top telecom consumer complaints in Nigeria—NCC  

The Executive Vice-Chairman of the NCC, Dr Aminu Maida, stated this at the 93rd edition of Telecom Consumer Parliament (TCP), on Thursday in Abuja.

To address this challenge, he said the Commission is working on simplifying the process of tracking data usage for customers.

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

According to him, as part of moves to address these concerns, the NCC directed Mobile Network Operators (MNOs) 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, he said that 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.

Maida said that the goal of simplifying the process was for the consumer to be consistently satisfied with telecom services.

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

Speaking at the forum, the President, Association of Licenced Telecom Operators of Nigeria (ALTON), Gbenga Adabayo, said that tariff simplification would benefit consumers by offering more straightforward and transparent data plans that were 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 run in the background without the consumer’s knowledge,” he said.

Adabayo gave assurance of the commitment of the industry players to transparency by empowering the consumers.

Adabayo gave assurance of the commitment of the industry players to transparency by empowering the consumers.

The NCC in July this year issued guidance for the telecom operators mandating them to provide adequate information to the subscribers on how they are being charged for each call and data consumed.

In the guidance that took effect on July 29, 2024, the NCC said all operators must make every detail of their tariffs available.