From left: Head, Customer Operations, North, MTN, Chikaodi Ofoegbe; Chief Executive Officer, 9Mobile, Obafemi Banigbe; Chairman, Association of Licensed Telecom Operators of Nigeria, Gbenga Adebayo; Executive Vice Chairman/Chief Executive Officer, Nigerian Communications Commission (NCC), Dr. Aminu Maida; Executive Commissioner, Stakeholder Management, NCC, Rimini Makama; Director, Consumer Affairs Bureau, Dr. Ikechukwu Adinde and Chief Executive Officer, Airtel Nigeria, Carl Cruz during the  93rd edition of the Telecom Consumer Parliament  hosted by the Commission in Abuja on Thursday, November 7, 2024.

The Nigerian Communications Commission NCC has said that the possible cause of data depletion as expressed by many consumers in the country could be attributed to the impact of newly introduced high-resolution devices and improved technologies on data use as well as the complex tariff structure of many operators.

Executive Vice Chairman/CEO of the NCC, Dr Aminu Maida made this known when he delivered a keynote speech at the 93rd Telecoms Consumer Parliament TCP, with the theme: “Optimising Data Experience: Empowering Consumers through Awareness and Transparency in a Consumer-Centric Telecoms Industry”, held in Abuja last week.

He however observed that despite improved internet service delivery over time and increased data usage, many consumers still feel their data depletes faster than expected. This, according to him echoes a sentiment he hears often, which says: “Nigeria isn’t alone in this; other countries, like Eswatini, are also working to address similar consumer concerns about data usage.”

He also noted that over the past two decades, the telecommunications landscape in Nigeria had transformed from basic voice services to high-speed data that connects, informs, and powers innovations.

According to him, with the rollout of 3G, 4G, and now 5G, Nigerians are now adopting social media, e-commerce, online banking, and more, noting that the introduction of 3G networks in the mid-2000s marked the beginning of this shift, enabling basic browsing and email.

“The leap to 4G LTE brought faster speeds, enabling video streaming, online gaming, and a myriad of digital activities. Now, with 5G promising even faster speeds and lower latency, new frontiers are opening for innovations such as smart cities, autonomous vehicles, and the Internet of Things, driving further demand for data.Today, as data consumption grows, fuelled by digital advancements, we must address consumer concerns over data depletion and billing transparency.

“Globally, DataReportal notes there are now over 5 billion internet users, with Nigeria alone accounting for 132 million connections. Nigerians spend an average of four hours and 20 minutes on social media daily, far above the global average, underscoring how deeply embedded digital interaction is in our lives. In 2024, Nigeria’s daily data usage averaged 336 gigabytes per second, marking a 39per cent increase from the previous year—a clear indication of the data-driven lifestyle many Nigerians lead.

“Despite this, many consumers feel their data depletes faster than expected, echoing a sentiment I hear often. Nigeria isn’t alone in this; other countries, like Eswatini, are also working to address similar consumer concerns about data usage.

Earlier this year, NCC analysed consumer complaints, revealing data depletion and billing issues as top concerns. In response, we directed Mobile Network Operators and ISPs to conduct audits of their billing systems, which reported no major issues. However, perceptions persist due to two main factors: (1) the impact of high-resolution devices and improved technologies on data use and (2) the complexity of operator tariffs”, Maida said.

He however attributed this development to the impact of high-resolution devices and improved technologies on data use and the complexity of operator tariffs, which most consumers unfortunately are not aware of due to lack of vital information and awareness.

The NCC-boss further said: “With the advent of 4G and 5G, as well as devices with ultra-high-definition screens, data consumption has naturally increased. For example, while viewing a photo on Instagram might have required only 100 kilobytes of data five years ago, today, with advanced camera resolutions, a photo can consume between two to four megabytes when opened on Instagram. According to Tech Advisor, an online resource that offers tech reviews, spending an hour on Instagram can set you off an average of 600 Megabytes of your data, while streaming platforms like YouTube would set you off by about 3.5 to 5.4 Gigabytes per hour.

” Improved technologies go beyond their purchase cost to our pockets, they also come at a cost to data. Because they have better screen resolutions, they consume higher quality media that consumes more data. This is the same for our increasing digital habits: according to DataReportal, the world’s internet users are spending less time watching television; the average daily television viewing has fallen by over eight per cent in the past one year. These viewers are now spending more time on their telephones, tablets, and smart TVs streaming programmes that they would previously have watched on broadcast television.

“Recognising these challenges, the Commission, in collaboration with major operators, launched a Joint Industry Campaign on Consumer Awareness on Smarter Data Usage. This media campaign, spanning radio, television, newspapers, and SMS, aims to educate consumers on effective data management. I am sure many of you have encountered jingles or graphics offering tips for managing data. Our message emphasises empowering consumers with the knowledge to optimise their data usage. For example, many smartphone users may not know that their devices can track data usage and allow them to set limits on the amount of data they want to use. How many of us are aware of this feature?

“Smartphones, even when idle, often run background applications like automatic updates and location services, which consume data. Additionally, high-definition streaming services like Netflix consume substantial data— about three gigabytes per hour in high definition, or seven gigabytes in ultra-high definition. The Commission believes that an informed consumer is a better-equipped consumer, leading to a clearer understanding of data consumption and reducing misconceptions about data depletion.

“In addition, to address tariff complexity, NCC issued a Guidance on Tariff Simplification, requiring operators to provide clear, accessible information on data plans and pricing. This transparency will empower consumers to make better-informed decisions about their data usage and billing. In the coming months, operators will implement this guidance, presenting consumers with tables detailing their tariff plans, billing rates on each plan, and all terms and conditions related to the tariff plans they are on.”

He however assured that the commitment to meeting the expectations of the stakeholders would constantly remain at the heart of the Commission’s Strategic Vision, which is: ‘the Consumers, the Industry/Licensees, and the Government.’

This, according to him is because the government and operators thrive on satisfied consumers, noting that to achieve this, the Commission’s focus evolved from simply demanding quality service to ensuring a holistic Quality of Experience throughout the telecom consumer’s lifecycle—from SIM registration to usage and even service disposal.

“Our goal is for consumers to be consistently satisfied with telecom services. Over the past months our data analysis has shown that quality service delivery is not solely the responsibility of Mobile Network Operators; it requires collaboration across the value chain. Key stakeholders, such as TowerCos, which provide power and shared infrastructure, as well as those providing essential backhaul services, whether by fibre, microwave or even satellite, connecting base stations to the core networks of MNOs, all play crucial roles in ensuring high-quality telecom services.

In recognition of this, the Commission has revised its guidelines to include provisions that hold each player in the value chain accountable for quality service. While the Commission remains committed to these goals, the industry also faces challenges such as vandalism and theft of telecom assets, which frustrate operators’ efforts to deliver quality telecom services. In July, through NCC’s advocacy and collaboration with key stakeholders, President Bola Ahmed Tinubu signed a Presidential Order designating telecom infrastructure as Critical National Information Infrastructure. This Executive Order strengthens our ability to address issues of vandalism, tampering, and unauthorised access to telecom infrastructure”, he further noted.