The meeting brought together representatives of mobile network operators, internet service providers, consumer advocacy groups, young consumers and the regulator to examine persistent service challenges, including billing disputes, poor connectivity, delayed complaint resolution and inadequate communication during network disruptions.

During the discussions, Airtel representative Olubunmi Abejirinde said the company was investing in network expansion and capacity optimisation to improve service quality. However, she acknowledged that operators needed to communicate more effectively with customers, particularly when unexpected disruptions occur.

Abejirinde explained that although telecommunications companies generally provide information about planned maintenance, notifying subscribers promptly about unplanned outages remains a challenge. She noted that dependable connectivity is essential for everyday activities, including financial transactions, education and staying in touch with family and friends.

She also described customer complaints as an important source of feedback that helps operators identify service gaps, improve products and address recurring problems. She said Airtel was working to align its operations with the NCC’s quality-of-service requirements.

MTN Nigeria’s General Manager of Personal Strategy Management and Insights, Winifred Umerah, said the company had introduced measures to help customers better understand their network experience and monitor how they use mobile data.

Umerah disclosed that MTN had invested more than $100 million in customer experience initiatives. She said the company’s Customer Experience Index was designed to identify factors affecting individual subscribers, including device limitations, network infrastructure and insufficient airtime or data balances.

She stressed that network coverage alone does not guarantee a satisfactory service experience, adding that operators must assess the quality of service customers actually receive.

On data consumption, Umerah said MTN’s mobile application includes a monitoring feature that enables users to review their consumption patterns and identify applications using the most data over a seven-day period.

She encouraged subscribers to check the data-usage records on their phones and compare them with their network providers’ records when investigating unexpected depletion. She also acknowledged the need for clearer information and better consumer education to strengthen trust between operators and customers.

Other participants included Kenechukwu Okonkwo of T2, Alamu Jewesimi of Globacom, Busola Akindele of Spectranet, Ayewoh Paul of Save the Consumer Initiative, cybersecurity and intelligence analyst Ojo Samuel, representing young consumers, and Mistura Aruna of the NCC.

The discussions reflected continuing concerns about telecommunications services in Nigeria, where subscribers depend on mobile connectivity for business, financial services, learning and communication.

The NCC has advised consumers who experience unexplained data deductions to first contact their service provider and request a complaint reference or trouble ticket. If the issue remains unresolved, subscribers can escalate the complaint to the Commission through its official consumer channels.

The regulator’s guidance also notes that data consumption can be affected by activities such as video streaming, automatic app updates, downloads and background applications. These factors may contribute to rapid depletion, although disputed deductions should still be investigated by the service provider and, where necessary, the NCC.

The Telecom Consumer Parliament provides a forum for the regulator, operators and consumer representatives to discuss service challenges and identify measures to improve accountability, service quality and consumer protection.

Reporting by TalkNaija Media