L-R: Head, Customer Operations, North, MTN, Chikaodi Ofoegbe; Chief Executive Officer, 9Mobile, Obafemi Banigbe; Chairman, Association of Licensed Telecom Operators of Nigeria, Gbenga Adebayo; Executive Vice Chairman/Chief Executive Officer, Nigerian Communications Commission (NCC), Dr. Aminu Maida; Executive Commissioner, Stakeholder Management, NCC, Rimini Makama; Director, Consumer Affairs Bureau, Dr. Ikechukwu Adinde and Chief Executive Officer, Airtel Nigeria, Carl Cruz during the 93rd edition of the Telecom Consumer Parliament hosted by the Commission in Abuja on Thursday, November 7, 2024.
The Executive Vice Chairman/Chief Executive Officer, Nigerian Communications Commission (NCC), Dr Aminu Maida, Delivered a thought-provoking Keynote Speech at the just- concluded 93rd Telecoms Consumer Parliament (TCP) held at the Communications and Digital Economy Complex Auditorium, in Abuja, on August 8, 2024.
The event hosted by the Commission, themed “Optimizing Data Experience: Empowering Consumers through Awareness and Transparency in a Consumer-Centric Telecom Industry.”
EVC of NCC, Dr Maida further explained that this theme is particularly relevant today, as the internet has become an indispensable part of our daily lives. At the Nigerian Communications Commission (NCC), our mission extends beyond ensuring accessibility; we are dedicated to enhancing service delivery for all consumers.
“Over the past two decades, Nigeria’s telecommunications landscape has undergone a remarkable transformation.
We have evolved from basic voice services to high-speed data connectivity that informs, connects, and drives innovation.
According to him, “The introduct ition of 3G networks in the mid-2000s marked a pivotal shift, enabling basic browsing and email access. The subsequent rollout of 4G LTE brought about faster speeds, facilitating video streaming, online gaming, and a plethora of digital activities. Now, with the advent of 5G technology, we stand on the brink of new innovations, including smart cities, autonomous vehicles, and the Internet of Things, all of which are driving an unprecedented demand for data.
He noted that “As we witness this surge in data consumption, it is imperative that we address consumer concerns regarding data depletion and billing transparency. According to Data Reportal, there are now over 5 billion internet users globally, with Nigeria accounting for 132 million connections. Nigerians spend an average of 4 hours and 20 minutes on social media daily, significantly exceeding the global average. In 2024, Nigeria’s daily data usage averaged 336 gigabytes per second, reflecting a staggering 39% increase from the previous year. This data-driven lifestyle underscores the importance of our discussions today.
Despite this growth, many consumers express frustration over the perceived rapid depletion of their data. This sentiment is not unique to Nigeria; countries like Eswatini are grappling with similar issues. Earlier this year, the NCC conducted an analysis of consumer complaints, identifying data depletion and billing issues as primary concerns.
In response, we directed Mobile Network Operators (MNOs) and Internet Service Providers (ISPs) to audit their billing systems, which reported no major discrepancies. However, consumer perceptions persist, largely due to two factors: the impact of high-resolution devices on data consumption and the complexity of operator tariffs.
With the rollout of 4G and 5G technologies, coupled with devices featuring ultra-high-definition screens, data consumption has naturally increased. For instance, viewing a photo on Instagram that once required only 100 kilobytes of data five years ago can now consume between two to four megabytes. According to Tech Advisor, spending an hour on Instagram can consume an average of 600 megabytes, while streaming platforms like YouTube can use between 3.5 to 5.4 gigabytes per hour.
Recognizing these challenges, the NCC, in collaboration with major operators, has launched a Joint Industry Campaign on Consumer Awareness regarding Smarter Data Usage. This campaign, which spans radio, television, newspapers, and SMS, aims to educate consumers on effective data management. Many of you may have encountered jingles or graphics offering tips for managing data. Our message is clear: we aim to empower consumers with the knowledge necessary to optimize their data usage.
For instance, many smartphone users may not be aware that their devices can track data usage and allow them to set limits on their data consumption.
(Question to audience: How many of us are aware of this feature?)
… It is important to note that smartphones, even when idle, often run background applications such as automatic updates and location services, which consume data.
Additionally, high-definition streaming services like Netflix can consume substantial amounts of data—approximately three gigabytes per hour in high definition and seven gigabytes in ultra-high definition.
The NCC firmly believes that an informed consumer is a better-equipped consumer. By fostering a clearer understanding of data consumption, we can help reduce misconceptions about data depletion. Furthermore, to tackle tariff complexity, the NCC has issued guidance on Tariff Simplification, requiring operators to provide clear and accessible information on data plans and pricing. This transparency will empower consumers to make informed decisions regarding their data usage and billing.
In the coming months, operators will implement this guidance, presenting consumers with detailed tables outlining their tariff plans, billing rates, and all terms and conditions related to their chosen plans.
NCC’s Strategic Vision is our commitment to meet the expectations of our stakeholders: the consumers, the industry, and the government.We firmly believe that both the government and operators thrive on satisfied consumers. To achieve this, our focus has evolved from merely 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 consistently feel satisfied with the telecom services they receive.
Our data analysis has shown that quality service delivery is not solely the responsibility of Mobile Network Operators; it requires collaboration across the entire value chain. Key stakeholders, such as Tower Companies, which provide power and shared infrastructure, as well as those offering essential backhaul services—whether by fiber, microwave, or satellite—play crucial roles in ensuring high-quality 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. While the Commission remains committed to these goals, we must also acknowledge the challenges posed by vandalism and theft of telecom assets, which hinder operators’ efforts to deliver quality services. In July, through the NCC’s advocacy and collaboration with key stakeholders, President Bola Ahmed Tinubu signed a Presidential Order designating telecom infrastructure as Critical National Information Infrastructure. This Executive Order enhances our ability to address issues of vandalism, tampering, and unauthorized access to telecom infrastructure.
We cannot overlook the impact of current macroeconomic challenges and the rising cost of doing business in the country, which affect operators’ capacity to invest in the sector. The Commission is aware of these challenges and is actively working with other government arms and stakeholders to address these issues and ensure the industry’s sustainability.
In closing, NCC reaffirm the Commission’s commitment to transparency and accountability within the sector. We are finalizing our Major Incident Reporting Guidelines, which will require operators to inform consumers of significant incidents impacting their networks. These reports will also be accessible on our website. Consumers can also expect coverage maps detailing operators’ network strength across the country, indicating coverage gaps, service quality, and signal strength, enabling them to make more informed choices when selecting an operator.
As we engage in discussions at this Parliament on optimizing the data experience for telecom consumers, let us remember our ultimate goal: to create a truly consumer-centric telecom industry where consumers feel valued, informed, empowered, and satisfied with the services they receive. As the Speaker of this Parliament,NCC affirm that this occasion serves as a platform for open and honest dialogue—a space where consumers can voice their concerns and be heard. Our conversations here will be integral to ensuring that consumers receive an optimal Quality of Experience from the industry. With sustained commitment, we can build an ecosystem where every Nigerian enjoys the benefits of world-class telecommunications services.
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