Data depletion, billing issues top consumer complaints – NCC
The Nigerian Communications Commission has identified data depletion and billing issues as the most common complaints among Nigerian telecom consumers, citing the complexity of telecom tariffs and billing systems.Dr. Aminu Maida, Executive Vice-Chairman of the NCC, made the disclosure on Thursday at the 93rd edition of the Telecom Consumer Parliament in Abuja.
Dr. Maida revealed that the Commission is actively working to simplify the process of tracking data usage for customers, with the goal of increasing transparency and reducing billing disputes in the telecom industry.
Maida stated that earlier this year, the NCC conducted a consumer complaint analysis, which revealed that data depletion and billing issues were the most common concerns among Nigerian telecom users.
According to Maida, the NCC has directed Mobile Network Operators and Internet Service Providers to audit their billing systems.
Despite ongoing consumer complaints about data depletion and billing discrepancies, the audits found no major issues with the billing processes.
"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," said Mr. Smith.
Concerning tariff complexity, the NCC CEO explained that the commission had issued a Guidance on Tariff Simplification, which requires operators to provide clear and accessible information about data plans and pricing.
This initiative aims to help consumers understand the costs of telecom services and to reduce confusion about tariffs.
"This transparency will help consumers 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 tariff plans, billing rates on each plan, and all terms and conditions related to the tariff plans," he informed us.
Maida emphasised that the goal of simplifying the process was to ensure that consumers were consistently satisfied with telecom services.
He stated that the NCC's recent data analysis revealed that quality service delivery is not solely the responsibility of MNOs, but rather requires collaboration across the entire telecom value chain.
He emphasised the importance of forming partnerships with key stakeholders such as Tower Companies, which provide power and shared infrastructure, as well as those who provide critical backhaul services such as fibre, microwave, and satellite.
According to Maida, this collaborative approach is critical to improving the overall quality of telecom services in Nigeria.
He emphasised the importance of connecting base stations to Mobile Network Operators' core networks in order to provide high-quality telecom services.
He explained that the seamless integration of these networks, combined with the cooperation of all stakeholders in the telecom value chain, is critical to providing consumers with reliable and efficient services.
Meanwhile, Gbenga Adebayo, President of the Association of Licenced Telecom Operators of Nigeria, stated that tariff simplification would benefit consumers by making data plans more straightforward and transparent, allowing users to compare and understand pricing.
He emphasised that greater clarity would help to reduce confusion and improve the overall consumer experience in the telecom sector.
"With simplified tariffs, consumers can make more informed choices about which data packages that suit their needs."Many consumers have expressed concern about how quickly 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," according to him.
Adebayo stated that industry players are committed to promoting transparency and empowering consumers.
In July of this year, the NCC issued guidelines for telecom operators, requiring them to provide subscribers with clear and detailed information on how they are charged for each call and data consumed. This directive aims to increase transparency and keep consumers fully informed about their usage and billing.
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