NCC Urges Shared Responsibility for Telecom Service Quality
By Patience Ikpeme
The Chief Executive and Executive Chairman of the Nigerian Communications Commission (NCC), Dr. Aminu Maida, has called on telecom consumers to avoid placing sole blame on mobile network operators (MNOs) for poor service quality.
He noted that delivering quality telecom services requires collaboration among all stakeholders in the value chain.
Speaking at a consumer forum in Abuja themed “Optimizing Data Experience: Empowering Consumers through Awareness and Transparency in a Consumer-Centric Telecom Industry,” Maida stated that various stakeholders, including Tower Companies (TowerCos) and providers of backhaul services such as fibre, microwave, and satellite, play critical roles in ensuring quality telecom services.
“Key stakeholders, such as TowerCos, which provide power and shared infrastructure, as well as those providing essential backhaul services connecting base stations to the core networks of MNOs, all play crucial roles in ensuring high-quality telecom services,” Maida explained.
He also identified external factors like vandalism and theft of telecom infrastructure, which often frustrate operators’ efforts to deliver reliable services.
Dr. Maida addressed consumer complaints about rapid data depletion, where operators were initially blamed. Following NCC’s directive to mobile network operators and internet service providers (ISPs) to audit their billing systems, it was revealed that there were no significant faults with the operators’ systems.
The NCC found that advanced technologies such as 4G and 5G, alongside high-resolution devices, were the primary drivers of increased data consumption.
“For example, viewing a photo on Instagram might have required only 100 kilobytes of data five years ago, but today, with advanced camera resolutions, a single photo can consume between two to four megabytes,” Maida explained.
He further cited data from Tech Advisor, an online resource, which indicates that spending an hour on Instagram could use approximately 600 megabytes of data, while streaming platforms like YouTube could consume between 3.5 and 5.4 gigabytes per hour.
“Improved technologies go beyond their purchase cost to our pockets; they also come at a cost to data,” he noted, adding that ultra-high-definition screens significantly increase data usage.
Recognizing the need for consumer education, the NCC launched a Joint Industry Campaign on Consumer Awareness for Smarter Data Usage. This initiative uses radio, television, newspapers, and SMS to help consumers better manage their data consumption.
Dr. Maida reaffirmed the NCC’s commitment to meeting stakeholder expectations despite these operational challenges. “Our goal is for consumers to be consistently satisfied with telecom services,” he said.
The NCC continues to advocate collaboration among industry stakeholders to improve service quality and enhance the overall telecom experience for Nigerian consumers.
