The Nigerian Communications Commission (NCC) is reinforcing its regulatory supervision of telecom operators by way of newly introduced regulations designed to boost service quality and protect consumer rights.
A document pertaining to quality of service (QoS) rules for telecom operators for the period 2024 and beyond, indicates higher standards for service quality across various network segments, including 2G, 3G, and 4G.
The updated rules require telecom operators to meet specific key performance indicators, including drop call rates, call setup success rates and traffic congestion levels.
With the update, telecom companies failing to meet the set quality standards will face fines of N5m per reporting area, with an additional N500,000 fine for each day the violation persists.
Furthermore, breaches, such as submitting false information, obstructing investigations, etc., could result in fines of up to N15m per incident.
The updated regulations further list specific procedures for auditing and investigating telecom companies to ensure compliance.
The NCC has been granted the authority to audit service data and carry out investigations into the measurement, reporting, and record-keeping practices of licensees.
“The regulation seeks to ensure the protection and promotion of the interests of consumers against unfair practices, including matters relating to tariffs and charges,” the Executive Vice Chairman and Chief Executive Officer of the NCC, Dr Aminu Maida, noted.
Maida also dwelt on the availability and quality of communications services, equipment and facilities, and stipulated the minimum quality and standards of service, associated measurements, reporting and record keeping.
In a related development, operators, including MTN, Glo, Airtel, and 9mobile, are facing significant challenges in providing quality service due to ongoing load shedding and maintenance issues.
During the #endbadgovernance protests from August 1-10, users reported widespread disruptions, including failed calls, slow data speeds, and difficulties with messaging apps like WhatsApp.
The situation is compounded by infrastructure challenges, including reliance on diesel generators for base stations, which are difficult to maintain amid revenue shortages.
Mobile operators have been negotiating for an increase in call tariffs attendant to their operations.
