NCC unveils measures to address consumer concerns over data depletion billing transparency at TCP

The Nigerian Communications Commission (NCC) has unveiled a series of initiatives aimed at improving data experience for telecom consumers, addressing billing transparency, and raising awareness about data usage at the 93rd edition of the Telecom Consumer Parliament (TCP) held in Abuja.

Dr. Aminu Maida, Executive Vice Chairman and CEO of the NCC, highlighted in his keynote address, that over the past two decades, the telecommunications landscape in Nigeria has transformed from basic voice services to high-speed data that connects, informs, and powers innovations, noting that with the rollout of 3G, 4G, and now 5G, we’ve seen Nigerians adopting social media, e-commerce, online banking, and more.

EVC NCC stated the theme “Optimizing Data Experience: Empowering Consumers through Awareness and Transparency in a Consumer-Centric Telecom Industry.” is timely, as internet use has become essential to daily life, and the role of the NCC is to not only ensure accessibility but to enhance service delivery for consumers.

According to him “Globally, DataReportal notes there are now over 5 billion internet users, with Nigeria alone accounting for 132 million connections. Nigerians spend an average of 4 hours and 20 minutes on social media daily, far above the global average, underscoring how deeply embedded digital interaction is in our lives. In 2024, Nigeria’s daily data usage averaged 336 gigabytes per second, marking a 39% increase from the previous year—a clear indication of the data-driven lifestyle many Nigerians lead.”

He pointed out that despite this, many consumers feel their data depletes faster than expected, echoing a sentiment he hear often, stressing that Nigeria isn’t alone in this; other countries, like Eswatini, are also working to address similar consumer concerns about data usage.

Earlier this year, he said, NCC analyzed consumer complaints, revealing data depletion and billing issues as top concerns, hence the commission directed Mobile Network Operators and ISPs to conduct audits of their billing systems, which reported no major issues.

However, he added that 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.

He also highlighted with the advent of 4G and 5G, as well as devices with ultra-high-definition screens, data consumption has naturally increased, noting for example, while viewing a photo on Instagram might have required only 100 kilobytes of data five years ago, today, with advanced camera resolutions, a photo can consume between two to four megabytes when opened on Instagram.

According to Tech Advisor, an online resource that offers tech reviews, spending an hour on Instagram can set you off an average of 600 Megabytes of your data, while streaming platforms like YouTube would set you off by about 3.5 to 5.4 Gigabytes per hour.

Maida disclosed that in recognizing these challenges, the Commission, in collaboration with major operators, launched a Joint Industry Campaign on Consumer Awareness on Smarter Data Usage.

“This media campaign, spanning radio, television, newspapers, and SMS, aims to educate consumers on effective data management. I am sure many of you have encountered jingles or graphics offering tips for managing data. Our message emphasizes empowering consumers with the knowledge to optimize their data usage. For example, many smartphone users may not know that their devices can track data usage and allow them to set limits on the amount of data they want to use,” he said.

The Commission, he said believes that an informed consumer is a better-equipped consumer, leading to a clearer understanding of data consumption and reducing misconceptions about data depletion.

He explained that Smartphones, even when idle, often run background applications like automatic updates and location services, which consume data, while high-definition streaming services like Netflix consume substantial data— about three gigabytes per hour in high definition, or seven gigabytes in ultra-high definition.

Accordingly, to address tariff complexity, he said that NCC issued a Guidance on Tariff Simplification, requiring operators to provide clear, accessible information on data plans and pricing, noting that this transparency will empower consumers to make better-informed decisions about their data usage and billing.

The NCC boss revealed 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 they are on.

He opined that the government and operators thrive on satisfied consumers, stressing that to achieve this, “our focus has evolved from simply 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 be consistently satisfied with telecom services.”

All these, he said requires collaboration across the value chain, while citing key stakeholders, such as TowerCos, which provide power and shared infrastructure, as well as those providing essential backhaul services, whether by fibre, microwave or even satellite, connecting base stations to the core networks of MNOs, all play crucial roles in ensuring high-quality telecom services.

He stated further that 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, he said the industry also faces challenges such as vandalism and theft of telecom assets, which frustrate operators’ efforts to deliver quality telecom services.

He affirmed that in July, through NCC’s advocacy and collaboration with key stakeholders, President Bola Ahmed Tinubu signed a Presidential Order designating telecom infrastructure as Critical National Information Infrastructure, adding that this Executive Order strengthens the commission’s ability to address issues of vandalism, tampering, and unauthorized access to telecom infrastructure.

He informed the stakeholders that the Commission is finalizing its Major Incident Reporting Guidelines, which will require operators to inform consumers of major incidents impacting their networks, with these reports also accessible on our website.

Consumers, he said can also soon expect coverage maps detailing operators’ network strength across the country, noting that these maps will indicate coverage gaps, service quality, and signal strength, allowing consumers to make more informed choices when selecting an operator.

Maida reiterated that the goal of the commission is to create a truly consumer-centric telecom industry, in which consumers feel valued, informed, empowered, and satisfied with the services they receive. “With sustained commitment, we can build an ecosystem where every Nigerian enjoys the benefits of world-class telecommunications services,” he added.