The Nigerian Communications Commission (NCC) has identified data depletion and complex billing as leading telecom consumer complaints, attributing these issues to the complicated tariffs of telecom operators.
At the 93rd Telecom Consumer Parliament (TCP) held in Abuja, NCC’s Executive Vice-Chairman, Dr. Aminu Maida, highlighted the Commission’s efforts to simplify data tracking for consumers.
Dr. Maida explained that an NCC analysis of consumer complaints earlier this year confirmed data depletion and billing as major concerns saying that to mitigate the issues, the NCC instructed Mobile Network Operators (MNOs) and Internet Service Providers (ISPs) to audit their billing systems.
According to him, even though the audits revealed no significant faults, complaints continue due to high-resolution devices and complex tariff structures, which impact data usage and billing perceptions.
He said the NCC issued a Guidance on Tariff Simplification, requiring telecom operators to provide clear and accessible details on data plans and prices as a response, noting that in the coming months, consumers will receive information tables listing each operator’s tariff plans, billing rates, and associated terms, allowing for easier comparisons and informed decision-making.
Dr. Maida emphasized that improving consumer satisfaction with telecom services is a collaborative effort involving multiple stakeholders. Quality service delivery, he noted, requires partnerships with Tower Companies (TowerCos) for infrastructure and those providing backhaul services via fibre, microwave, or satellite, all crucial for maintaining high service standards.
At the forum, the President of the Association of Licenced Telecom Operators of Nigeria (ALTON), Gbenga Adabayo, endorsed the tariff simplification initiative, saying it would empower consumers to choose data packages better suited to their needs. Adabayo also noted that smart devices often consume data without user awareness, a primary driver of unexpected data depletion.