Amid poor quality of service, increasing and fraudulent costs of
tariff by mobile network operators (MNOs) on telecommunications
consumers, the Nigeria Communications Commission (NCC) says it is bent
on sanitising the telecommunications ecosystem in such a way that all
stakeholders will be proud of services and products on offer across all
network. CHIMA AKWAJA writes.
he Nigeria Communications Commission (NCC), declared 2017 “The Year
of the Nigerian Telecom Consumer.” NCC had already flagged off the
programme few months in ago in Abuja, but on Wednesday this week, it
brought to Nigeria’s economic capital, Lagos to emphasize the position
of Lagos State as the telecommunications hub of Nigeria.
The Nigerian Bureau of Statistics in its first quarter
telecommunications sector report for 2016 placed Lagos voice subscriber
base at 19.04 million or 12.8 per cent of the country’s subscribers and
12.62 million internet subscription or 13.65 per cent. The state is home
to many of the key players in the telecommunications sector so it is
understandable that is has been selected as the flag off city after the
major event in Abuja on March 15 2017.
According to the executive vice chairman, Nigerian Communications
Commission (NCC), Professor Umar Danbatta, the NCC 2017 Year of the
Nigerian Telecom Consumer is remarkable because the Nigerian Telecom
Consumer is centre stage. “We must also remember that these consumers
together have made all the success stories we speak about possible in
the telecom industry today.
“Almost two months ago (March 15) NCC flagged off a national campaign of
the Year of the Nigerian Telecom Consumer at its Headquarters in Abuja.
Sixty days hence, I am glad; we can report some progress resulting in
increase in the activation of the Do-Not-Disturb short code using the
2442 facility, by more than one million consumers in this short span.
More subscribers reported their unresolved complaints using NCC’s 622
toll-free lines in the same period” he remarked” he said. Danbatta
further disclosed that NCC consumer conversations are going on
simultaneously every month in the six zones across the country
Consumers As Focal Point
Danbatta said the year 2017 is dedicated to the Nigerian telecom
consumer. This followed a management decision that compelled NCC to seek
to amplify the year’s activities towards ensuring that the consumer
enjoys a customer experience that is enhanced and consistent in time and
quality. “In 2017, and even beyond, the consumer will be our focus. NCC
intends to inform and educate the consumer with the sole intent of
protecting and empowering them to make the right decisions.
The NCC boss said as a regulator, NCC has the mandate to ensure all its
key stakeholders are protected and their interests balanced in an
atmosphere of fairness, transparency and within the framework of the NCA
2003 and other subsidiary legislations. Almost one year ago the NCC
launched an 8-Point Agenda.
The agenda, which will drive the NCC until 2020 aims, among other
things, to: facilitate broadband penetration; improve quality of
service; optimize usage and benefits of spectrum; promote ICT innovation
and investment opportunities; facilitate strategic collaboration and
partnership; protect and empower consumers; promote fair competition and
inclusive growth and ensure regulatory excellence and operational
efficiency.
Improving Quality of Service
The Year of the Consumer is focused on two key areas: improving the
quality of service; protecting and educating the consumer. To address
the unsolicited calls received by consumers, the NCC has introduced the
‘Do Not Disturb’ (DND) facility where consumers are urged to activate
the facility by texting 2442. There is also the 622 number for the NCC
customer toll free complaint line. NCC intends to increase the awareness
level and equally the activation level of these two initiatives.
“In its determination to ensure that the consumer experiences improved
quality of service in the year and beyond, the commission is
implementing measures to ensure drop call rate reduces and meets its
industry benchmark of less than one per cent (<1% DCR) target. The
commission is closely monitoring, tracking and reviewing the key
performance indicators (KPIs) of operators by the Network Integrity and
Technical Standards Department. Greater efforts would also be put in
place for compliance monitoring and enforcement of set standards.
“The Commission will also enlighten consumers about the environmental
impact of telecom infrastructure. As part of efforts to realize NCC
2017 Year of the Consumer, I have convened a meeting with MNOs and
infrastructure providers to demand that the quality of services must be
improved upon immediately. This is to ensure that the consumer gets
value for money and gets satisfactory user experience.
“There are sanctions for failing to meet KPIs. NCC will not hesitate to
enforce them and might consider making them even more stringent. NCC is
mindful of the forex challenge faced by the telcos. We have intervened
with the Central Bank of Nigeria (CBN). Already this intervention is
beginning to yield some results. We are sure that in the not too distant
future, the forex challenge will be addressed to the benefit of both
the consumer and the operators,” Danbatta revealed.
Danbatta said that when the year is ended, the NCC should be able to
measure the success and impact of this initiative by the level of
awareness created among consumers and the number of consumers that have
activated the 2442 facility. “It is my hope that the Nigerian telecom
consumer would consistently get the right quality experience and value
for money” he added.
Engaging With Mobile Network Operators
Executive Commissioner, stakeholder management, NCC, Mr Sunday Dare on
his part noted that for the first time, NCC is singling out the consumer
and dedicating a year of activities towards safeguarding the rights,
protecting the interests, and empowering the consumer to make informed
decisions – but above all, to place the consumer atop the stakeholder
ladder of the NCC. With a base of over 154 million subscribers, the
Nigerian consumers dominate the African telecommunications landscape.
Drivers of Consumer Expectations
The drivers of the NCC 2017 Year of the Nigerian Telecom Consumer are
the 2442 Do-Not-Disturb Service Code, the 622 toll free complaints line,
Quality of Service, QoS and concerns about the electromagnetic field,
EMF radiation. These are the areas the information provided in the
course of the campaign would focus on.
Dare noted that “For the Nigerian telecom consumer and indeed the Mobile
Network Operators (MNOs), things have come almost full circle. They
know each other and need each other. The NCC as a regular stands like an
impartial umpire, a referee engaging and monitoring to ensure the
interests of all parties are respected. From a customer base of slightly
over 400,000 in the height of NITEL’s glory, we now have a combined
subscriber base of over 150 million across the country.
“This boom and massive jump in mobile telephony have brought with it
several challenges especially in terms of reliable service, network
upgrade, expansion and maintenance, and increasing demand for capital
expenditure (capex) injection into the telecom industry.
“Continuous monitoring of Key Performance Indicators, KPIs, and
benchmark is ongoing too on a quarterly basis to ensure that the quality
of service does not deteriorate. On a continuous basis, NCC will seek
to engage and explore ways to make consumer experience more satisfying
within the Nigerian telecoms industry,” Dare said.
