The Nigerian Communications Commission (NCC) has issued a set of key performance indicators for the quality of service (QoS) of all telecommunications companies in the country.
The commission’s new QoS Regulations 2024 define parameters for telcos’ 2G, 3G and 4G networks, including drop call rates, call setup success rate and traffic congestion, to improve service quality.
The new QoS regulations are in correlation with the recent 50% telecoms service target set by communications, innovation and digital economy minister Dr Bosun Tijani.
According to the telecoms regulator, failure to meet each parameter attracts a N5 million fine, with an additional N500 000 per day for the period the infraction lasts.
The commission said the telcos are to file their QoS reports on a monthly basis, while it will also carry out its measurement through methods which may include drive tests, consumer surveys and data collection from its Network Operating Centres.
To achieve the QoS target, the commission said it is focused on collecting and analysing granular data from operators to assess service quality at local levels, instead of a national approach. This data-driven method enables targeted improvements and regulatory actions when necessary, ensuring optimal service delivery.
It added that the approach focuses on ensuring consumers receive an enhanced quality of experience, beyond the narrow and technically-evaluated QoS.
The telecoms regulator, after remaining silent for a while on service quality complaints, is now poised to enforce fines with the new regulations, indicating a crackdown on regulatory compliance.
The most recent fine imposed on a telecoms operator over the issue of QoS was in 2020, when the commission fined Airtel N2.3 billion for disconnecting Exchange Telecommunications Limited without regulatory approval. This was deemed a violation of the NCC’s QoS and enforcement process regulations.
In 2019, the commission fined all four telecoms operators – MTN, Airtel, Glo and 9mobile − a total of N2.97 billion for a variety of infractions, including QoS.
In the same year, Airtel and 9mobile were fined N5 million each for violating the NCC’s do-not-disturb rule, which protects subscribers from unsolicited value-added services.
The new QoS regulations are being issued as telecoms operators battle the effects of currency devaluation and inflation. Facing significant forex losses, they are reducing operating expenses and network investments, leading to declining service quality.
