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Telecom

NCC Resolves 98% Consumer Complaints in 15 Months

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Prof Umar Danbatta, EVC, NCC
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Nigerian Communications Commission (NCC) has said that 98 per cent of the total service-related complaints received from telecoms consumers within a 15-month period, spanning January 2019 to April 2020, have been successfully resolved.

NCC Resolves 98% Consumer Complaints in 15 Months

Prof Umar Danbatta, EVC, NCC

Besides this, the commission  has reiterated its commitment to ensuring improvement in the Quality of Service (QoS) and Quality of Experience (QoE) for the nation’s over 190 million telecom subscribers, even as the global community grapples with the challenges of containing the spread and management of COVID-19 pandemic.

According to the Commission, in the period under review, 26,169 complaints were received and managed by the Commission to the satisfaction of the overwhelming majority of telecom consumers. Of that number, 25,575, representing 98 percent of the total complaints received were expeditiously resolved.

Many of the satisfied consumers reverted to either acknowledge the prompt resolution of their complaints or to thank the Commission for its intervention in service-related issues between them and their respective service providers.

The complaints were received through all the Commission’s official channels of communication. These include 24,481 complaints received through Commission’s Contact Centres; 1,007 complaints received through the NCC Consumer Portal; and 296 others received as written complaints submitted at NCC Head Office in Abuja and at the Commission’s five zonal offices in Lagos, Enugu, Port Harcourt, Kano and Ibadan.

Complaints also reached the Commission through its official email (ncc@ncc.gov.ng) while 366 of the complaints were transmitted to the Commission through its social media handles on Facebook, Twitter, Instagram, LinkedIn, and the specially-dedicated Twitter handle for consumer issues (@ConsumersNCC).

Also, 19 complaints were also referred to the Commission during the period through the Twitter account of Dr. Isa Ali Ibrahim Pantami, minister of Communications and Digital Economy.

According to Prof Umar Danbatta, executive vice chairman (EVC) of NCC, , “the Commission is pleased to find that consumers are increasingly accessing the numerous complaint channels instituted by the Commission to resolve second level complaints brought to its attention.”

The EVC said the NCC has emplaced all the channels to enable consumers to escalate to the Commission complaints earlier reported to their service providers that may not have been addressed promptly and/or satisfactorily.

“It is important to note that Commission’s actions in this regard is in congruence with NCC’s mandate to protect and defend the rights of the consumer, and to give concrete expression to its faith in the consumer as the lifeblood of the telecom sector, and therefore deserving of priority attention as enshrined in the Nigerian Communications Act (NCA) 2003,” Danbatta said.

He emphasised the Commission’s commitment to taking several steps, in collaboration with relevant stakeholders, to continuously improve QoS both for voice and data services.

According to him, such responsibility has become more imperative, in view of the outbreak of COVID-19 and the attendant necessities for containing the contagion, giving that telecom consumers, in their majority, have come to rely more on telecom services in order to cope with the restrictions to physical movement and close contacts.

Danbatta assured consumers of NCC’s readiness to sustain existing measures put in place to sustain improvement in QoS, in order to reduce incidents of complaints and to ensure the overall protection of the rights of the telecom consumer.

“Such measures include monthly engagement sessions with operators on QoS; quarterly QoS Industry Working Group  (IWG) meetings on QoS; continuous engagement with the Nigerian Governors’ Forum (NGF) on Right of Way (RoW) issue; regular publication of QoS performance data on the Commission’s website; instituting benchmarking drive test across the country to measure performance of each operator; establishing new QoS measurement mechanisms for assessing operators’ performance across all states of the Federation, among others,” Danbatta emphasised.

The EVC assured telecom consumers of its readiness to address every challenge stifling robust delivery of telecom services, and he urged that: “telecom consumers should continue to report challenges about quality of service, first with their service providers, and if not satisfied with the handling of the complaints by service providers, the consumer may then escalate the matter to the Commission through various channels provided as mentioned above.”

 


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Telecom

MTN Commits $10Bn to Nigeria’s Digital Infrastructure

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MTN has said since 2001, it has committed over $10 billion into deepening Nigeria’s digital infrastructure, enhancing widespread connectivity and financial inclusion.

MTN Commits $10Bn to Nigeria’s Digital Infrastructure

Despite economic headwinds, the Group said it remained committed to Nigeria’s long-term potential and the broader African Continental Free Trade Area (AfCFTA) vision.

The telecom giant said as Africa stands at the point of a profound transformation, the imperative for greater intra-continental cooperation has never been clearer.

The path to shared prosperity depends not on the progress of individual nations but on the collective strength of our commitments.

Central to this vision is the relationship between South Africa and Nigeria, two of the continent’s largest economies, and the institutions that serve as bridges between them.

MTN Group said it hosted Minister Parks Tau (SA Minister of Trade Industry and Competition) and his delegation at its Johannesburg Headquarters.

“At a time when global uncertainties are reshaping trade and technology, Africa must respond not in isolation, but in solidarity. As MTN, we see it as our duty to serve as an economic diplomatic bridge between Nigeria and South Africa — driving growth, fostering inclusion, and unlocking opportunity for the Africa’s shared prosperity,” the carrier said.

“MTN’s journey exemplifies what is possible when two great nations collaborate. As Nigeria’s largest South African investor, MTN has long viewed its presence not simply as a commercial venture but as a platform for inclusive development. Since commencing operations in Nigeria in 2001, we have invested more than $10 billion in the country’s digital infrastructure.

“Today, MTN Nigeria serves over 80 million subscribers, employs thousands directly, and supports hundreds of thousands of livelihoods across its extended value chain.

“Yet, while the economic footprint is significant, our greatest source of pride lies in the social and developmental outcomes accompanying this investment, expanded access to connectivity, enhanced financial inclusion, and the empowerment of individuals and enterprises through digital technologies.

“Still, the operating environment remains complex. Macroeconomic challenges in Nigeria, including currency depreciation, inflation, and constraints in accessing foreign exchange, have placed pressure on business continuity and investor confidence. Despite these difficulties, MTN remains firmly committed to its business case and its long-term presence in Nigeria, underpinned by a belief in the country’s enduring potential and strategic importance to the continent,” it added in an e-note at the weekend.

However, it said for South Africa and Nigeria to truly unlock their bilateral potential, a number of long-standing issues require resolution. The upcoming South Africa–Nigeria Trade and Investment Summit, to be held in Abuja later this year, will present a unique opportunity to address these concerns. The Summit serves not merely as a diplomatic engagement, but as a catalyst for policy reform, reciprocal market access, and institutional dialogue. Importantly, it should reinforce the private sector’s role in shaping practical, actionable solutions that support cross-border trade and investment.

The AfCFTA offers a historic platform to actualise these ambitions. Yet its success will depend as much on infrastructure and digital connectivity as it will on tariff liberalisation or regulatory harmonisation.

“As a pan-African operator, MTN is investing heavily in the digital foundations of AfCFTA, facilitating seamless mobile communication, enabling digital payments, and building platforms for cross-border entrepreneurship.

“We also believe that integration must extend beyond economic frameworks to include cultural exchange and people-to-people engagement. One such initiative is our MTN Media Innovation Programme, which brings emerging Nigerian media professionals to South Africa for immersive learning. Through programmes like these, we aim to cultivate not only knowledge and skills, but also enduring bonds between our nations’ future leaders,” the telco explained.


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Telecom

Airtel Reveals Mechanism of Spam Alert Service

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As the revolutionary Airtel Spam AI Alert Service rolls out across Airtel Africa’s 14 operating countries, Airtel Nigeria CEO, Dinesh Balsingh, has elaborated on the unprecedented benefits and operating principles guiding the Spam Alert Service.

Designed to enhance user safety, this pioneering AI-driven product provides real-time defense against spam and fraudulent SMS messages, making it a gamechanger for mobile security across the continent.

The Airtel AI Spam Alert Service, which is engineered to automatically detect and label suspicious SMS messages as “Suspected SPAM” without requiring any user action or additional apps, leverages a robust AI algorithm that analyzes over 250 parameters.

These parameters includee sender behavior, message frequency, message geographical distribution, and unusual activity patterns. Impressively, the service completes this process under just two milliseconds, offering near-instantaneous alerts while maintaining the privacy of user data by not reading message content.

Commenting on the breakthrough service, Dinesh Balsingh, CEO of Airtel Nigeria, stated: “Nigeria is not just a critical market for us—it’s a leader in digital adoption within the continent. Our AI Spam Alert Service reflects our dedication to safeguarding our customers from the growing threat of SMS fraud.

“As the first of its kind in Africa, it addresses a fundamental issue of trust and security, which is paramount to our digital ecosystem. We’re proud to offer this service to Nigerians and extend it across our African footprint.”

Following its successful deployment in Nigeria, the Spam Alert Service has now launched in Tanzania and Kenya and is set to cover Airtel’s entire African operations. The service’s automatic activation for all Airtel customers, across both smartphones and feature phones, ensures maximum reach and accessibility.

Early feedback from subscribers has been overwhelmingly positive, with users praising the AI’s efficiency in flagging potentially harmful messages without interfering with their everyday communication.

By pioneering this AI-based spam detection technology, Airtel Africa demonstrates its commitment to leveraging cutting-edge innovation to resolve critical issues facing its subscribers. The AI Spam Alert Service not only protects users but also sets a new benchmark for mobile security standards in the region.

“Our goal is to build a safer digital environment for our users,” added Balsingh. “This innovation is part of our broader strategy to incorporate advanced technologies that address real challenges while enhancing the overall customer experience.”


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Telecom

MTN Group Strengthens Nigeria-South Africa Economic Ties Amid Africa’s Transformation

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MTN
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As Africa stands at the point of a profound transformation, the imperative for greater intra-continental cooperation has never been clearer. The path to shared prosperity depends not on the progress of individual nations but on the collective strength of our commitments.

MTN

Central to this vision is the relationship between South Africa and Nigeria, two of the continent’s largest economies, and the institutions that serve as bridges between them.

It was an honour for MTN Group to host Minister Parks Tau (SA Minister of Trade Industry and Competition) and his delegation at our Headquarters in Johannesburg. At a time when global uncertainties are reshaping trade and technology, Africa must respond not in isolation, but in solidarity.

As MTN, we see it as our duty to serve as an economic diplomatic bridge between Nigeria and South Africa — driving growth, fostering inclusion, and unlocking opportunity for the Africa’s shared prosperity.

MTN’s journey exemplifies what is possible when two great nations collaborate. As Nigeria’s largest South African investor, MTN has long viewed its presence not simply as a commercial venture but as a platform for inclusive development.

Since commencing operations in Nigeria in 2001, we have invested more than US$10 billion in the country’s digital infrastructure.

Today, MTN Nigeria serves over 80 million subscribers, employs thousands directly, and supports hundreds of thousands of livelihoods across its extended value chain.

Yet, while the economic footprint is significant, our greatest source of pride lies in the social and developmental outcomes accompanying this investment, expanded access to connectivity, enhanced financial inclusion, and the empowerment of individuals and enterprises through digital technologies.

Still, the operating environment remains complex. Macroeconomic challenges in Nigeria, including currency depreciation, inflation, and constraints in accessing foreign exchange, have placed pressure on business continuity and investor confidence.

Despite these difficulties, MTN remains firmly committed to its business case and its long-term presence in Nigeria, underpinned by a belief in the country’s enduring potential and strategic importance to the continent.

However, for South Africa and Nigeria to truly unlock their bilateral potential, a number of long-standing issues require resolution. The upcoming South Africa–Nigeria Trade and Investment Summit, to be held in Abuja later this year, presents a unique opportunity to address these concerns.

The Summit serves not merely as a diplomatic engagement, but as a catalyst for policy reform, reciprocal market access, and institutional dialogue. Importantly, it should reinforce the private sector’s role in shaping practical, actionable solutions that support cross-border trade and investment.

The African Continental Free Trade Area (AfCFTA) offers a historic platform to actualise these ambitions. Yet its success will depend as much on infrastructure and digital connectivity as it will on tariff liberalisation or regulatory harmonisation.

As a pan-African operator, MTN is investing heavily in the digital foundations of AfCFTA, facilitating seamless mobile communication, enabling digital payments, and building platforms for cross-border entrepreneurship.

We also believe that integration must extend beyond economic frameworks to include cultural exchange and people-to-people engagement. One such initiative is our MTN Media Innovation Programme, which brings emerging Nigerian media professionals to South Africa for immersive learning.

Through programmes like these, we aim to cultivate not only knowledge and skills, but also enduring bonds between our nations’ future leaders.


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