Nigeria Communications Commission (NCC) hosted its first Virtual Telecom Consumer Parliament at the Commission’s head office in Maitama, Abuja today Friday, August 21, 2020.
In his opening remarks, Prof. Umar Danbatta, the EVC of NCC, welcomed the participants to the first-ever virtual edition of the Telecom Consumer Parliament (TCP) organised by the Commission under the theme, “Impact of Covid-19 on Telecoms Service Delivery”
The event is currently taking place while putting into consideration, the directives from the Federal Government on social distancing, the dynamics of the global pandemic ad other measures to curb the spread of Coronavirus (Covid-19) pandemic.
According to the EVC, the virtual meeting currently taking place in substitution for the normal physical meeting in previous Parliaments is a pointer to the swift changes happening around our lifestyle as a result of the Coronavirus pandemic.
This is. therefore, placing ICT and telecommunications as major drivers in the growth and development of all sectors in the economy.
Prof. Danbatta noted that the theme of the event is coming at a very important time, with the focus of the parliament on providing opportunities for stakeholders in the industry, to take a quick look at how COVID-19 is impacting service delivery in the telecommunication industry as it is the provider of the digital platform for the economy to remain functional.
The EVC noted the report released by the International Telecommunications Union (ITU) in May 2020, which examine the impact of the pandemic on the telecoms sector, “Covid-19 virus has presented a stress test for Governments worldwide with the Internet playing a crucial role in keeping critical infrastructure and resources connected and available.”
The report also noted that high-speed and reliable internet is significant to ensure hospitals and other medical institutions have a global access to resources and information required to combat COVID-19.
“Broadband connectivity is also critical for businesses and educational institutions to keep on providing essential services. The reports indicated that unprecedented global health emergency is tasking mobile networks and digital platforms to the limit, as some telecom operators reported an increase in demand as high as 800% since the inception of the pandemic outbreak.”
At the beginning of the outbreak, the Federal Government of Nigeria announced different phases of the lockdown, a development that disrupted the social life and mobility of citizens, causing the need for individuals, businesses and public institutions to rely more on telecommunications to constantly keep in touch with their relatives, friends and more importantly, for running their daily economic activities.
Following the shutting of schools, educational activities increased online, while shopping and other activities took the same path. With numerous activities going on via the internet, network usage has increased, with significant number of operators reporting data usage increase and voice calls.
“Telecoms is highly capital intensive, therefore there is a need for a continuous network upgrade so that operators can deliver top-notch QoS to their consumers. Quality of Service delivery will definitely get affected in times like this, when network operators cant expand and upgrade their network in the face of spike in traffic, caused by the pandemic.”
The EVC noted that the Commission hasn’t relented to ensure that the quality of telecom services is sustained during and post Covid–19 period despite all odds.
Prof. Danbatta however, outlined the crucial steps taken by NCC in collaboration with the supervision of the Ministry of Communication and Digital Economy towards mitigating the impact of Covid-19 pandemic on service delivery by the network operators are:
- The Commission have developed e-platforms where all licensing requests, consumer complaints and base transceiver station (BTS) investigation requests are channeled and also provided designated e-mail addresses to be used for such requests throughout the pandemic period.
- Similarly, the Commission approved and encouraged resource sharing among network operators. These shared resources include fibre optics cables and ancillary resources, the aim is to ensure that there is no destruction to service provision in the event of fibre cut and related incidence.
- The Commission also secured Right of Passage (RoP) for all telecommunications officials and staff for easy movement during the lockdown and movement restriction in order to be able to service their base stations and keep them active to provide services for telecom consumers who increasingly rely on their networks to work from home. In the same vein, the Commission also secured Right of Passage for suppliers that are involved in supplies of fuels, food and other essential services to telecom operators during total lockdown.
- With the intervention of the Hon. Minister of Communications and Digital Economy, Dr. Isa Ali Ibrahim Pantami, state governors are now aligning their Right of Way charges to N145 as approved by the Federal Economic Council (FEC), reducing below N145 per linear of fibre laid by the operators in their states. Other state governors pegged their RoW charges below the N145 set by the FEC while some state governors have totally waived RoW charges in their states. All these are aimed at encouraging network operators to deploy telecoms/broadband infrastructure faster in their states with a view to deepening digital access. As Covid-19 evolves, a new world order where more activities are conducted online and robust broadband access is central is emerging. In effect, most of the state governors have appreciated the centrality of robust broadband infrastructure as work-from-home measures by government persists.
- The Commission is hopeful that with the reduction in RoW, which will automatically result in reduction in capital expenditure (CAPEX) by the network operators, telecom companies will sooner or later reciprocate the gesture by making their services in particular, data services more affordable to Nigerians.
- You would recall that one of the issues presented to the Honourable Minister when he assumed office is the need to strengthen telecom infrastructure protection. The Honourable Minister acted on this issue speedily by obtaining presidential approval directing Security Agencies to protect ICT and telecom facilities as critical national assets. It is pleasing that this action helped to safeguard telecom infrastructure for the greater role telecom has to play with the outbreak of Covid-19 pandemic.
“Ladies and gentlemen, permit me to state that while the regulator and the supervisory ministry have left no stone unturned towards ensuring that telecom service providers provide good quality service despite the covid-19 pandemic. It is equally important that network operators improve the quality of experience of the consumers particularly as we all tried to navigate the disruptions caused by pandemic.”
In conclusion, the EVC urged all participating stakeholders to take an objective assessment of the impact of Covid-19 Pandemic telecom networks and service delivery to consumers as well as come up with suggestions that will enhance the delivery of Quality Service to our esteemed consumers during and post Covid-19 period.
Delivering the opening remarks, Director, Consumer Affairs Bureau (CAB), Mr. Efosa Idehen, also welcomed participants to the virtual event.
According to Idehen, the Telecom Consumer Parliament (TCP) provides high-level engagement and interactions with consumers and other stakeholders in the telecommunications industry.
Hosted on a quarterly basis, the programme has become a platform to address crucial issues in the telecoms industry affecting consumers and other stakeholders in Nigeria’s telecommunications value-chain.
“Besides being a platform through which various Consumer issues are addressed, the Telecom Consumer Parliament has had significant, positive and far-reaching impacts on the growth of the industry and benefited stakeholders in many ways.”
“You will agree with me that while access to high-speed broadband connectivity is getting more pervasive and available to Nigerians to improve efficiency in their daily activities.
Associated with this increased use, cyber criminals, cyber hackers or cyber fraudsters – whose stock in trade is to perpetuate criminality on the Internet has heightened since the outbreak of Covid-19.
These cyber criminals defraud unsuspecting internet users who now, more than ever before relies on broadband internet to reach friends, clients and partners.”
Idehen noted that cybercrime issue is a universal phenomenon with varying degree of occurrence depending on the country.
In Nigeria however, it is becoming an increasing phenomenon, causing organisations and individuals to count their losses.
The NCC has therefore raised concerns that risks connected to the internet usage by Nigerians are properly managed.
“It is on the crest of this that the Commission, as a consumer-centric telecommunications industry regulatory agency chose today’s theme: “The Impact of Covid-19 pandemic on Telecom Service Delivery” for discussion.
The objective is to ascertain the role telecom service providers played and are expected to play to protect telecoms consumers and deliver quality service to them during this unique period.”
Having this in mind, it becomes imperative to ask the following questions:
- What roles are currently being played by telecom service providers and Internet Service Providers (ISPs) alike towards protecting their consumers in the Covid-19 pandemic era.
- Additionally, are the measures put in place to protect the consumers sufficient?
- Do the service providers need to institute new measures to improve upon consumer protection initiatives?
- Finally, do the additional measures compliment the current legal and regulatory frameworks to ensure improved security for telecom consumers while online?
According to Idehen, NCC on a daily basis, receives complaints from telecoms consumers as regards the delivery of service.
Thus, the Commission as a responsible regulator that envisions top-notch service delivery by the operators, continues to ensure everything within its regulatory mandate to guarantee a constant improvement in telecoms service delivery is sustained.
“While acknowledging the challenges facing the network operators especially because of the Covid-19 Pandemic, there is also the need for us to find solutions to the numerous complaints received from consumers with regards to the poor Quality of Service delivered especially in the voice and data segment.”
Idehen noted that the Consumer Affairs Bureau has been engaging the industry at different level to ensure consumers derive value for money spent.
The more recent was the Bi-annual meeting with Senior Executives Directors of telecom companies on complaint management on Tuesday, August 11, 2020 hence the need for the meeting to swiftly address the issues raised and resolutions were reached at the meeting
“Let me restate that this forum is in line with the Commission’s culture of robust stakeholder engagement and consultation on any industry issue.
Therefore, I enjoin you all to maximise this opportunity to contribute to today’s discussion which will help to reinforce efforts aimed at protecting telecom consumer interest and ultimately promote a healthy telecom industry for all.”, added Idehen
Featured Image: Prof. Umar Danbatta, EVC of NCC delivering his opening remarks at the first virtual telecom consumer parliament
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