NIGERIA: FCCPC Demands Service Improvements From Telecom Operators After Tariff Increase

By Ameenat Hamzat, Lagos, Nigeria 

The Federal Competition and Consumer Protection Commission (FCCPC), has called on telecom operators to focus on enhancing service quality in the wake of the Nigerian Communications Commission’s (NCC) recent approval of a 50% increase in telecommunications tariffs.

This was made known in a statement released Wednesday through the Commission’s official X handle, formerly Twitter.

The FCCPC acknowledged the financial struggles of the telecom operators due to rising operational costs.

However, it emphasised that consumer interests should be paramount in tariff adjustments.

The FCCPC Statement reads: “We firmly assert that consumer interests must always come first,” the FCCPC said, stressing that tangible improvements in service quality should accompany any tariff increase.

The commission also appreciated the NCC’s thoughtful approach to the tariff adjustment, noting that the approved hike was much lower than the 100% increase proposed by telecom operators.

The FCCPC also commended the NCC for ensuring that the tariff hike was linked to measurable service quality improvements while introducing measures to alleviate the financial strain on consumers.

“We applaud the NCC for its careful and balanced approach, ensuring that corresponding improvements in service quality justify tariff adjustments,” the FCCPC stated.

The commission further highlighted new regulations for the telecom operators.

They stated that telecom operators should ensure more evident tariff transparency.

They further noted that operators must disclose essential details about their plans upfront, including costs, validity periods, and benefits.

A mandatory disclosure table will also be introduced to help consumers make informed decisions and avoid unexpected charges.

“Consumers should no longer worry about hidden fees or surprise costs,” the FCCPC emphasised.

Despite these regulatory measures, the commission acknowledged ongoing consumer complaints about service quality, including network congestion, dropped calls, slow internet speeds, and poor customer support.

It noted that consumers have consistently called for improvements in these areas, particularly before any tariff increase was considered.

“It is essential that any tariff hikes directly result in meaningful improvements to service quality,” the FCCPC insisted.

The FCCPC also referenced a Memorandum of Understanding (MoU) signed with the NCC, reaffirming their commitment to consumer protection, fair competition, and preventing exploitative practices within the telecom sector.

The MoU ensures that any regulatory or pricing changes made by telecom operators align with the best interests of consumers.

“Telecom operators must focus on visible and measurable enhancements in network reliability, speed, coverage, and customer service as part of any tariff increase,” the FCCPC emphasised.

The commission further urged telecom operators to direct the additional revenue from the tariff increase towards infrastructure development and improved service delivery.

It stressed the importance of establishing precise mechanisms to ensure these funds are used effectively for the benefit of consumers.