The telecommunications industry in Nigeria is about to undergo a dramatic change. Operators have promised to give service quality improvement top priority in the wake of a recent 50% pricing increase that was authorised by the Nigerian Communications Commission (NCC). Industry officials stress the urgent necessity for this change to guarantee the sector’s long-term viability and expansion, even as they acknowledge the subscribers’ immediate worries.
“The mistake people make is that sometimes people think that telecommunication companies benefit from more quality. Every time you drop a call, we lose money; every time you’re unable to browse, we lose money,” stated Tobe Okigbo, Chief Corporate Services and Sustainability Officer of MTN Nigeria, during a forum with telecom CEOs and media. This candid admission underscores the inherent link between service quality and the financial viability of telecommunications companies.
Operators are not merely paying lip service to this commitment. Okigbo revealed that proactive measures, including the procurement of new equipment to bolster network capacity, are already underway. “From NCC’s estimation, they expect that in three months, we should be seeing an uplift in service quality, but we will try to make it shorter,” he affirmed, highlighting the industry’s proactive approach to addressing subscriber concerns.
However, the path to improved service quality is not without its hurdles. Persistent challenges, such as rampant fibre cuts and the rampant vandalism of telecommunications infrastructure, continue to hinder service delivery. A sobering statistic emerged from a recent government intervention meeting: MTN reported a staggering 37 fibre cuts daily, while Airtel recorded an average of 44. These figures paint a grim picture of the security threats facing the sector.
Engr. Gbenga Adebayo, Chairman of the Association Licensed Telecommunications Companies of Nigeria (ALTON), acknowledged these external factors as potential roadblocks. “If the frequency of fibre cuts continues, if people continue to steal batteries from base stations; if people continue to steal diesel from the sites, I think in three months we’ll have a different conversation,” he cautioned, emphasizing the crucial role of a secure operating environment in achieving sustainable service quality improvements.
While the tariff increase has undoubtedly generated public discourse, industry leaders emphasize its necessity. Adebayo explained that the rising costs of operations, particularly fuel prices, had placed immense pressure on the sector’s financial sustainability. “The dynamics that led to the recent tariff review were influenced by various factors, including the price of diesel among others,” he elaborated.
Furthermore, operators underscore the broader economic benefits of a thriving telecommunications sector. Mr. Femi Adeniran, Director of Corporate Communications and CSR at Airtel Nigeria, highlighted the social impact of affordable telecommunications. “Today there are over 100 million Nigerians connected to voice. And when you talk about voice, you’re talking about the lowest of the lowest. I have people who, because they can make calls, they’re not spending as much as they would have spent on transportation.” This perspective emphasizes the vital role of telecommunications in facilitating economic activity and improving the quality of life for millions of Nigerians.
Moving forward, the success of this initiative hinges on a collaborative effort between the government, regulators, and the telecommunications industry. Addressing security challenges, fostering a supportive regulatory environment, and prioritising consumer protection will be crucial in ensuring that the tariff increase translates into tangible improvements in service quality and a more robust and sustainable telecommunications sector for all Nigerians.
