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| NCC Mandates Telecom Operators to Enhance Transparency and Simplify Tariff Plans for Nigerian Subscribers Image credit: Channels TV |
In response to increasing complaints from telecom subscribers about rapid data depletion and unexpected airtime exhaustion, the Nigerian Communications Commission (NCC) has issued new guidelines for telecom operators. These guidelines aim to improve transparency and ensure subscribers are well-informed about how they are being charged for each call and data usage.
Detailed Tariff Information Required
Effective from July 29, 2024, the NCC's guidance document, titled "Guidance for the Simplification of Tariffs," mandates that telecom operators must provide comprehensive details of their tariffs. Operators are required to publish a table on their websites that clearly displays the characteristics of each tariff plan and bundle offered. This table should enable subscribers to compare different plans and make informed choices.
The document states, "Every Operator is required to publish on its website (in a tab dedicated to tariff information), a table showing characteristics of each tariff plan and bundle it offers." Additionally, whenever a subscriber requests their account balance via the *310# code, the response must include information such as the name of the plan, validity period, rate per second/minute on-net/off-net, rate per megabyte/kilobyte/gigabyte, and rate per SMS on-net/off-net.
Emphasis on Consumer Education and Transparency
The NCC has also emphasized the importance of consumer education and transparency in all communications from telecom operators. The guidelines require operators to prioritize educating subscribers about their tariff plans and ensure all marketing and promotional materials are clear and comprehensible.
Operators are instructed to "develop and submit detailed migration plans to transition subscribers smoothly to new tariff plans, without loss of service quality or benefits." All promotional elements must receive prior approval from the NCC and should be offered as standalone products with clear terms and validity periods.
Periodic Reporting and Quality Assurance
Telecom operators are also required to submit comprehensive periodic reports detailing all active tariff plans, bundles, promotions, and Quality of Service (QoS) metrics to the NCC. This is to ensure ongoing compliance with the new guidelines and to monitor the impact on service quality and consumer satisfaction.
The NCC has directed that all promotional elements be removed from existing tariff plans and offered as standalone promotions, subject to its prior approval and adherence to full disclosure requirements. Operators are allowed to maintain existing bonus-led tariff plans until December 3, 2024, by which time they must educate and migrate all subscribers to the simplified tariff plans.
Addressing Data Depletion Concerns
The lack of adequate information on data usage has been a significant cause of subscriber complaints. The NCC has identified several factors contributing to data depletion, including background apps and automatic updates on mobile devices. To address these issues, the Commission has directed Mobile Network Operators (MNOs) to conduct an independent audit of their billing systems to ensure accuracy and transparency.
The NCC’s new guidelines and recent directives are part of a broader effort to simplify tariff plans and provide enhanced transparency to consumers, aiming to foster fair competition and improve consumer understanding in the telecom sector.
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