The Nigerian Communications Commission (NCC) has said data exhaustion and billing issues continue to top the list of complaints from telecoms consumers in Nigeria due to complex tariffs and billing system of telecom operators. telecommunications.

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

To address this challenge, he said the Commission is working to simplify the process of tracking customers’ data usage.

Maida said that earlier this year, NCC analyzed consumer complaints, revealing that data exhaustion and billing issues were the main concerns.

Directive to telecom operators

According to him, as part of measures to address these concerns, the NCC has ordered mobile network operators (MNOs) and Internet service providers (ISPs) to conduct audits of their billing systems, which have not reported no major problems.

“However, perceptions persist due to two main factors: the impact of higher resolution devices and improved technologies on data usage, and the complexity of carrier pricing.” he said.

On the issue of tariff complexity, he said the commission had issued guidelines on tariff simplification, requiring operators to provide clear and accessible information on data plans and tariffs.

“This transparency will allow consumers to make more informed decisions about their data usage and billing.

“In the coming months, operators will implement this guidance, presenting consumers with tables detailing their pricing plans, the billing rates on each plan and all terms and conditions related to the pricing plans,» he said.

Consumer satisfaction

Maida said the goal of simplifying the process was for the consumer to always be satisfied with telecommunications services.

• He noted that analysis of NCC data over the past few months has shown that quality service delivery is not solely the responsibility of MNOs; this requires collaboration throughout the value chain.

• He says this requires collaboration with key stakeholders such as Tower Companies (TowerCos), which provide electricity and shared infrastructure, as well as those providing essential backhaul services, whether by fiber, by microwave or even by satellite.

• He said connecting base stations to MNOs’ core networks played a crucial role in ensuring high-quality telecommunications services.

“Recognizing this, the commission has revised its guidelines to include provisions that hold each actor in the value chain accountable for the quality of service. » he said.

Advantages of tariff simplification

Speaking at the forum, President, Association of Licensed Telecommunications Operators of Nigeria (ALTON), Gbenga Adabayo, said the tariff simplification would benefit consumers by offering simpler and transparent data plans that are easier to compare and understand.

“With simplified pricing, consumers can make more informed choices about the data plans that meet their needs.

“Many consumers have expressed concern about the speed with which their data is being consumed.

“Our findings reveal that data exhaustion is often driven by the active use and activities of smart devices, many of which operate in the background without the consumer’s knowledge.” he said.

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

What you need to know

In July this year, the NCC issued guidelines to telecom operators requiring them to provide adequate information to subscribers on how they are billed for each call and data consumed.

• The directive is contained in a document published by the regulator entitled “Guidance for the simplification of tariffs”.

• The guidelines come amid growing complaints from telecom subscribers over data exhaustion and airtime running out faster than expected.

• In the document, the Commission stressed that full disclosure of all tariff elements and conditions is mandatory and asked telecom operators to ensure that all marketing and promotional materials are clear and understandable.

In the guidance which came into force on July 29, 2024, the NCC said all operators must make available full details of their tariffs.

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