The Nigerian Communications Commission (NCC) said that it recently took a significant step to address persistent consumer complaints, particularly those related to data depletion and inaccurate billing.
 
This move involves mandating telecommunication companies to engage independent audit firms to scrutinise their billing systems. The Executive Vice Chairman, NCC, Dr Aminu Maida, said the NCC received a high volume of consumer complaints about issues like rapid data depletion and inaccurate billing.
  
Maida said subscribers felt that their data bundles were depleting much faster than they should, even with minimal usage. He added that concerns were raised about charges for services that were not explicitly subscribed to or for calls and data that did not match their usage.
 
“These complaints created a public perception of unfair billing practices by the mobile network operators (MNOs),” he stated.  In response to these concerns, Maida said the NCC directed all major MNOs to conduct an independent audit of their billing systems.
 
According to him, the primary objective of this audit was to ensure accuracy and transparency and restore consumer confidence. He said by mandating an external, independent audit, the NCC sought to instill a higher degree of confidence in the telecommunications sector and demonstrate its commitment to consumer protection.
 
According to the EVC, the results of these audits were unexpected, saying the audits did not find any major, systemic issues of data depletion or widespread billing inaccuracies on the networks.
  
He said instead, the NCC’s review suggested that the perception of data depletion was often due to a combination of factors, including high-resolution content, background applications and updates and tariff complexity.
 
Maida explained that the increased use of high-definition streaming, online gaming, and video calls consumes a large amount of data without users necessarily being aware. He said many applications and phone operating systems consume data in the background for automatic updates, location services, and notifications.
 
Maida added that the complexity of some tariff plans can make it difficult for consumers to track and understand their data usage and associated costs.
 
On the way forward, NCC said there should be more consumer education and tariff simplification sensitisation. Based on the audit findings, the NCC said its strategy has evolved from a focus on operator malfeasance to a more holistic approach that includes consumer empowerment.

Maida said the NCC is launching public awareness campaigns to educate consumers on how to manage their data usage, particularly concerning high-data-consuming activities and background applications.
 
On tariff simplification, he said the NCC is concluding a consultation process aimed at simplifying tariff plans, saying this will provide consumers with clearer and more comprehensible pricing options, allowing them to make informed decisions about their network preferences and service selections.
 
In essence, while the initial assumption was that telcos were at fault, the NCC’s audit revealed a different story, shifting the focus to consumer awareness and a need for greater transparency and simplicity in the telecommunications ecosystem. The commission’s move to mandate external audits was a proactive step to get to the root of the problem and address consumer concerns with data-driven evidence.

MEANWHILE, Maida has stressed the importance of Fibre-To-The-House (FTTH), saying it is crucial to deepening broadband penetration in the country.
He said by increasing fiber deployment, the NCC aimed to achieve the Broadband Plan’s goals of pervasive penetration and a robust digital economy.    
The EVC revealed that the commission’s Infrastructure Company (InfraCo) licensing framework is a key initiative to facilitate this, with licensed companies tasked with deploying wholesale fiber infrastructure across different regions of the country.
 
The NCC viewed a robust digital infrastructure as a critical engine for economic growth, saying that by enhancing connectivity and service quality, the commission aimed to create an environment that fosters innovation, attracts investment, and contributes to the nation’s GDP.