In a keynote address at the 93rd Telecoms Consumer Parliament held at the Communications and Digital Economy Complex Auditorium, Dr. Aminu Maida, Executive Vice Chairman and CEO of the Nigerian Communications Commission (NCC), highlighted the Commission’s focus on enhancing consumer experiences in Nigeria’s telecom sector.
Themed “Optimizing Data Experience: Empowering Consumers through Awareness and Transparency in a Consumer-Centric Telecom Industry,” the session emphasized consumer empowerment amid increasing reliance on digital services.
Dr. Maida underscored the rapid evolution of telecommunications in Nigeria, tracing its shift from basic voice services to advanced high-speed data networks such as 4G and 5G.
He noted that these networks support daily activities like social media, e-commerce, and online banking, driving data demand to unprecedented levels.
“As digital engagement grows, consumers are increasingly concerned about data depletion and billing transparency,” Dr. Maida stated, referencing consumer complaints about unexpectedly high data consumption.
He cited a recent NCC analysis revealing that advanced devices, high-definition streaming, and complex tariffs are contributing to data use beyond consumers’ expectations.
He shared that Nigeria currently has over 132 million internet connections, with average daily data consumption reaching 336 gigabytes per second, a 39% increase from the previous year.
This demand is driven by Nigerian internet users who spend an average of 4 hours and 20 minutes on social media each day, well above the global average.
However, this rapid digital integration has led to common frustrations among consumers, particularly concerning unexpected data costs.
To address these concerns, Dr. Maida announced the NCC’s Joint Industry Campaign on Consumer Awareness, launched in partnership with major telecom operators.
The campaign, spanning various media platforms, is designed to inform consumers on how to better manage their data usage, including ways to monitor consumption and set limits through smartphone settings.
“Many consumers are unaware that even idle smartphones use data for background processes such as automatic updates and location services,” Dr. Maida explained.
He also pointed out that high-definition streaming, such as on Netflix, can consume up to three gigabytes per hour, further emphasizing the need for data management awareness.
The NCC is also simplifying tariff structures. Recently issued guidelines require telecom operators to present data plans and pricing more clearly, enabling consumers to make informed decisions.
This will be implemented in coming months, with operators providing easy-to-understand information on billing rates and terms for each plan.
As part of NCC’s commitment to consumer satisfaction, Dr. Maida emphasized the importance of service quality across the telecom value chain, which includes mobile operators, infrastructure providers, and backhaul services.
Recognizing challenges in the sector—such as vandalism of telecom assets and the economic strain on business costs—he commended the recent Executive Order signed by President Bola Tinubu, which classifies telecom infrastructure as Critical National Information Infrastructure, offering stronger protection against vandalism and tampering.
The NCC will soon introduce Major Incident Reporting Guidelines to increase transparency. Under these guidelines, operators will be required to inform consumers about major network disruptions, with reports available on the NCC website.
Additionally, coverage maps indicating service quality and network strength across Nigeria will soon be released to assist consumers in making informed choices.
Dr. Maida concluded by reaffirming the NCC’s commitment to consumer-centered services, transparency, and accountability, adding that the Telecoms Consumer Parliament remains a crucial platform for open dialogue between industry stakeholders and consumers.
“Our goal is a truly consumer-centric telecom industry, where consumers feel valued, informed, and empowered,” he said. “With continued dedication, we can provide Nigerians with the benefits of a world-class telecommunications ecosystem.”
