NCC to telecom operators: Simplify voice, data Plans

By Joy Baba-Yesufu

The Nigerian Communications Commission (NCC) has advised telecom operators to review the numerous voice and data plans offered in their service profiles, citing that the current variety is confusing consumers.
As per the NCC, Globacom offers six voice plans and 32 data plans, while EMTS (9Mobile) provides seven voice plans and 97 data plans. The NCC highlights that the excessive choices create unnecessary complexity for consumers.
Dr. Ikechukwu Adinde, Director of Consumer Affairs Bureau at the NCC, expressed concerns during a meeting in Lagos. He stated, “The multitude of plans is not enhancing the consumer experience; if the goal is to ensure consumer satisfaction, this is fundamentally flawed.” He emphasized that data gathered by the NCC indicates varying levels of consumer satisfaction, with many complaints going unresolved by the operators.
Adinde noted that many consumer complaints signal a lack of clarity in promotional offers, urging telecom operators to categorize bonus and promotional elements strictly as such. He insisted that terms associated with these promotions should have their promotional elements eliminated to be clear and straightforward.
The Consumer Affairs Bureau has been conducting impact assessments of these promotions. After evaluations, reports are forwarded to the Technical Standards and Records Department for further analysis on the promotions’ impact on network quality.
Adinde explained that the NCC has found that certain promotions can degrade service quality. If a promotion significantly impacts network performance, it may be recommended for disapproval. However, if assessments reveal that promotions do not hinder network operation, they may be permitted, typically lasting three to six months or longer.
Highlighting the lack of transparency in promotions, Adinde stated, “All voice, SMS, and data offerings must be presented in a clear, uniform, and user-friendly manner.” He underscored that details such as the number of minutes, SMS costs, total available data in megabytes or gigabytes, and validity periods need to be explicitly communicated to consumers.
“Consumers often struggle to track their data usage accurately, with the introduction of clearer data plans, users will know exactly how much data they consume per activity.”
NCC plans to publish approved tariffs on its website, enhancing transparency in service offerings. Adinde mentioned that under the new simplification guidelines, no organization will have more than seven tariff plans, aligning with successful models from countries like India. This initiative aims to simplify the decision-making process for consumers.
In conclusion, NCC hopes that by streamlining telecom offerings, consumers will have a better understanding and experience with their telecom services, ultimately leading to increased satisfaction in the industry.