By Temmy Don
Following the poor quality of telecom services experienced by subscribers in recent times, the Executive Vice Chairman of the Nigerian Communications Commission, NCC, Prof Umar Danbatta has revealed that the commission is preparing key performance indicators, KPI on 4G services to be able to measure how well each telecom operator is serving the subscribers.
The EVC also said this was in addition to monthly engagements with the operators which usually puts them on the hot seat to defend, measures and strategies they employ in selling their services to the final consumers.
NCC’s decision to develop KPI on 4G services could not be unconnected with frequent claims by almost all the operators to having the best 4G networks in the country. The commission says as usual, any operator that falls short of required levels of performance indicators risks immediate correctional hammer.
Danbatta at an industry conference hosted by the Association of Telecom Companies of Nigeria, ATCON said: “The Commission has monthly engagements with operators as well as quarterly industry working group on Quality of Service and Short Codes, and is currently monitoring 2G Key Performance Indicators, while the KPIs for 4G are being prepared.”
Also explaining the Commission’s efforts at resolving consumer-related issues, he noted that about 22,722,366 subscribers have activated the Do-Not-Disturb (DND) code, showing that it was a result oriented measure because when it was introduced in 2015, less than 500,000 people activated the code.
DND code is a measure introduced by the regulator for subscribers to opt out of unwanted messages and unnecessary electronic marketing campaigns they did not request for and do not want to receive. It was directed and enforced that all operators create the window and activate the code for users to easily take advantage of the convenience.
Danbatta also revealed that 98 percent of the total service-related complaints received from telecom consumers within a 15-month period, spanning January 2019 to April 2020, were successfully resolved by the Commission.
According to him, in the interest of the consumers and other stakeholders, the Commission revised the Determination previously issued by removing the Price Floor and the Cap to allow Mobile Network Operators and the banks negotiate rates that will be mutually beneficial to all parties concerned.
Other measures he said the commission took to protect the subscribers include the recent determination that Mobile Network Operators must not charge the consumers directly for the use of USSD channels for bank transfers. The NCC said that such transactions should not take end-user-billing method, but corporate billing method, which means that the transaction should be between the operators and the bank entities to which the service is provided to.
Danbatta said the commission took the action after reviewing the protracted dispute between Mobile Network Operators and Financial Institutions on the applicable charges for USSD services and the method of billing.