The Nigerian Communication Commission (NCC) on Friday held first edition of Virtual Telecoms Consumer Parliament (VTCP) with the theme, “Impact of Covid-19 on Telecoms Service Delivery” at its Headquarters in Abuja.
In his opening remarks, the commission’s Executive Vice Chairman (EVC), Prof. Umar Danbatta noted that, “The virtual meeting we are holding today, in place of our customary face-to-face engagement in previous Parliaments in the past, is a testament to rapid change to our lifestyle occasioned by the Covid-19 Pandemic. This is making telecommunications and indeed ICT the major driver of growth in every sector now.”
Noting the impact of COVID-19 pandemic on telecoms services delivery, the EVC said, “The theme of today’s event, “Impact of Covid-19 on Telecoms Service Delivery” is timely and could not have come at a better time than now. The focus of this parliament also provide us with an opportunity as industry stakeholders, to have a quick look at how the pandemic is impacting our service delivery in the telecommunication industry, which currently provides the digital platform for the economy to remain afloat.
“According to a report released by the International Telecommunications Union (ITU) in May 2020, which examine the impact of the pandemic on the telecoms sector, “Covid-19 virus has presented a stress test for Governments worldwide with the Internet playing a crucial role in keeping critical infrastructure and resources connected and available.”
Danbatta highlighted some steps taken by the Commission to ensure steady and improved service delivery during and after the lockdown measures put in place by Federal Government saying, “Despite the pandemic and the lockdown to contain the spread of Covid-19 virus, we on our part have also not relent to ensure that the quality of telecom services is sustained during and post Covid–19 period.
“Some of the critical steps taken by the Commission in conjunction with the supervising Ministry of Communication and Digital Economy towards mitigating the impact of Covid-19 pandemic on service delivery by the network operators are:
- The Commission have developed e-platforms where all licensing requests, consumer complaints and base transceiver station (BTS) investigation requests are channeled and also provided designated e-mail addresses to be used for such requests throughout the pandemic period.
- Similarly, the Commission approved and encouraged resource sharing among network operators. These shared resources include fibre optics cables and ancillary resources, the aim is to ensure that there is no destruction to service provision in the event of fibre cut and related incidence.
- The Commission also secured Right of Passage (RoP) for all telecommunications officials and staff for easy movement during the lockdown and movement restriction in order to be able to service their base stations and keep them active to provide services for telecom consumers who increasingly rely on their networks to work from home. In the same vein, the Commission also secured Right of Passage for suppliers that are involved in supplies of fuels, food and other essential services to telecom operators during total lockdown.
- With the intervention of the Hon. Minister of Communications and Digital Economy, Dr. Isa Ali Ibrahim Pantami, state governors are now aligning their Right of Way charges to N145 as approved by the Federal Economic Council (FEC), reducing below N145 per linear of fibre laid by the operators in their states. Other state governors pegged their RoW charges below the N145 set by the FEC while some state governors have totally waived RoW charges in their states. All these are aimed at encouraging network operators to deploy telecoms/broadband infrastructure faster in their states with a view to deepening digital access. As Covid-19 evolves, a new world order where more activities are conducted online and robust broadband access is central is emerging. In effect, most of the state governors have appreciated the centrality of robust broadband infrastructure as work-from-home measures by government persists.
- The Commission is hopeful that with the reduction in RoW, which will automatically result in reduction in capital expenditure (CAPEX) by the network operators, telecom companies will sooner or later reciprocate the gesture by making their services in particular, data services more affordable to Nigerians.
- You would recall that one of the issues presented to the Honourable Minister when he assumed office is the need to strengthen telecom infrastructure protection. The Honourable Minister acted on this issue speedily by obtaining presidential approval directing Security Agencies to protect ICT and telecom facilities as critical national assets. It is pleasing that this action helped to safeguard telecom infrastructure for the greater role telecom has to play with the outbreak of Covid-19 pandemic.
“I will round up by urging all stakeholders attending this forum to undertake an objective assessment of the impact of Covid-19 Pandemic on telecom networks and service delivery to consumers as well as come up with suggestions that will enhance the delivery of Quality Service to our esteemed consumers during and post Covid-19 period.”
On his part, while delivering a welcome address, the Director, Consumers Affairs Bureau of the NCC, Efosa Idehen, acknowledged a few challenges and advanced improvements in the telecoms services in Nigeria.
Idehen, however, emphasised on telecoms consumers’ satisfaction in service delivery stressing that, “On a daily basis, the Commission receives complaints from telecoms consumers regarding service delivery. Thus, as a responsible regulator that envisions top-notch service delivery by the operators, we would continue to do everything within our regulatory mandate to ensure that constant improvement in telecoms service delivery is sustained.
“While acknowledging the challenges facing the network operators especially because of the Covid-19 Pandemic, there is also the need for us to find solutions to the numerous complaints received from consumers with regards to the poor Quality of Service delivered especially in the voice and data segment.
“The Consumer Affairs Bureau has been engaging the industry at different level to ensure the Consumer get value for money spent. The more recent was the Bi-annual meeting with Senior Executives Directors of telecom companies on complaint management on Tuesday, August 11, 2020 hence the need for the meeting to swiftly address the issues raised and resolutions were reached at the meeting
“Let me restate that this forum is in line with the Commission’s culture of robust stakeholder engagement and consultation on any industry issue. Therefore, I enjoin you all to maximise this opportunity to contribute to today’s discussion which will help to reinforce efforts aimed at protecting telecom consumer interest and ultimately promote a healthy telecom industry for all.”