The Nigerian Communications Commission (NCC) held its 93rd Telecoms Consumer Parliament (TCP) in Abuja on Friday, with the theme “Optimizing Data Experience: Empowering Consumers through Awareness and Transparency in a Consumer-Centric Telecom Industry.”
In his opening address, Dr. Aminu Maida, Executive Vice Chairman/CEO of the NCC, emphasized the Commission’s role in enhancing consumer service delivery alongside ensuring accessibility to telecom services. He underscored the transformation of Nigeria’s telecom industry over the past 20 years, highlighting the shift from basic voice services to advanced data networks that enable a wide range of digital activities.
“From the launch of 3G, 4G, and now 5G, Nigerians have increasingly embraced digital technologies such as social media, e-commerce, and online banking,” Dr. Maida noted. “This growth in data consumption necessitates addressing issues related to data depletion and transparency in billing.”
The global reach of digital technology is evident, with over 5 billion internet users worldwide, 132 million of whom are Nigerians. With Nigerians averaging 4 hours and 20 minutes per day on social media, their data consumption patterns are well above the global average. In 2024, Nigeria’s daily data usage reached 336 gigabytes per second, marking a 39% increase from the previous year.
However, despite these advancements, Dr. Maida acknowledged consumer concerns about data depletion. “Nigerians are not alone in feeling that their data is depleting faster than expected. Similar concerns are being voiced in countries like Eswatini,” he said. Earlier this year, the NCC’s analysis of consumer complaints revealed that issues related to data depletion and billing were top concerns. In response, the Commission instructed Mobile Network Operators (MNOs) and Internet Service Providers (ISPs) to audit their billing systems, which found no major issues. However, perceptions of data depletion persist due to two factors: the increased data demands of high-resolution devices and complex operator tariffs.
Dr. Maida elaborated that the advent of 4G and 5G networks, coupled with devices offering high-definition screens, has led to increased data usage. For instance, viewing a photo on Instagram, which used to require only 100 kilobytes five years ago, now consumes between 2 and 4 megabytes. Similarly, streaming platforms like YouTube use about 3.5 to 5.4 gigabytes per hour.
“The rise in data consumption is also linked to changes in how people engage with digital content. The world’s internet users are spending less time watching traditional TV and more time streaming on their phones and smart devices,” Dr. Maida said.
To help address these issues, the NCC, in collaboration with key operators, launched a Joint Industry Campaign on Smarter Data Usage. The campaign, which includes outreach via radio, television, newspapers, and SMS, aims to educate consumers on how to manage their data more effectively. “Many consumers may not know that their smartphones can track data usage and set limits on their consumption. By raising awareness, we empower consumers to optimize their data use,” he said.
Dr. Maida also emphasized the importance of simplifying tariff structures. In response to consumer complaints about the complexity of telecom tariffs, the NCC issued guidelines that require operators to provide clear and transparent information on data plans and pricing. These measures will help consumers make more informed decisions about their data usage.
He reassured the public that operators will soon implement the new guidelines, which will include clear tables outlining the terms and conditions of various data plans, including billing rates.
Concluding his address, Dr. Maida reiterated that the Commission’s strategic vision focuses on meeting the expectations of all stakeholders, including consumers, industry players, and the government. He emphasized the need for collaboration across the telecom value chain to ensure that consumers experience consistent, high-quality service.
“Quality service delivery is not solely the responsibility of Mobile Network Operators,” he explained. “Other stakeholders, such as TowerCos and those providing essential backhaul services, play key roles in ensuring service quality. The NCC is also revising its guidelines to hold all players accountable for service delivery.”
Addressing the issue of telecom infrastructure vandalism, Dr. Maida noted that the signing of a Presidential Order by President Bola Ahmed Tinubu in July, designating telecom infrastructure as Critical National Information Infrastructure, would help combat vandalism and unauthorized access to telecom networks.
He also acknowledged the impact of macroeconomic challenges, such as rising business costs, which affect operators’ ability to make necessary investments in the sector. The NCC is working closely with other government bodies and stakeholders to mitigate these issues and ensure the sustainability of the industry.
To further enhance transparency, Dr. Maida announced that the NCC is finalizing its Major Incident Reporting Guidelines, which will require operators to inform consumers about major incidents affecting their networks. Additionally, the Commission will soon release coverage maps that show the strength and quality of operators’ networks, helping consumers make more informed choices.
“As we continue to optimize the data experience for consumers, our goal is to create a telecom industry where consumers feel valued, informed, empowered, and satisfied,” Dr. Maida concluded. He affirmed that open dialogue and sustained commitment are essential to building an ecosystem where every Nigerian benefits from world-class telecom services.
