Page 106 - SAMENA Trends - July-September 2024

REGULATORY & POLICY UPDATES SAMENA TRENDS

The Commerce Commission set a requirement for to issue regular progress reports. To prevent lock-in,
mobile operators to develop standardized coverage the Commission requires operators to give customers
maps to make it easier for customers to compare the right exit within six months if they find their actual
offers and allow them to cancel plans without penalty coverage does not match what was promised in an
New Zealand if they face connection problems. Telecommunications access map. Gilbertson noted One NZ and 2degrees
Commissioner Tristan Gilbertson explained too many
already offer this in the form of a network guarantee
customers sign up to find they are not getting the for new customers. “We’d like to see this offered
coverage they expected and want to be able to choose across the board by all providers.” The Commission’s
a provider without running the risk of being locked in telecoms consumer satisfaction monitoring report
if they encounter an unexpected coverage problem. published last week showed almost 20 per cent of
Following engagement with mobile operators on how residential consumers and 30 per cent of SMEs are
to help consumers make more informed choices, the not satisfied with their mobile coverage. It previously
Commission asked them to agree on a standard set sought input on draft guidelines requiring operators to
of coverage descriptors within 12 months to make develop standardized coverage maps.
them more comparable and make coverage maps (September 6, 2024) www.mobileworldlive.com
easier to find on their websites. There is also a need

The Nigerian Communications Commission (NCC) facing the industry. Both Adebayo and Emoekpere
has implemented new Key Performance Indicators cautioned that failure to address these issues could
(KPIs) for telecommunications companies to improve hinder the industry’s growth and innovation, ultimately
the Quality of Service (QoS) across the country. These affecting the provision of essential services. They
Nigeria regulations, part of the newly released QoS Regulations called on the government to enact supportive policies
2024, aim to address growing concerns about service to ensure the sustainability of the telecom sector.
delivery in the telecom sector. The new guidelines (September 4, 2024) www.meatechwatch.com
set strict parameters for different network segments,
including 2G, 3G, and 4G, focusing on factors such The Nigerian Communications Commission (NCC) has
as traffic congestion, drop call rates, and call setup directed telecommunications operators to simplify
success rates. Telecom operators are required to their tariff plans, bundles, and promotional activities.
submit monthly QoS reports, and non-compliance The NCC gave the directive in a statement by its
could result in fines of N5 million, with an additional Director of Public Affairs, Dr Reuben Muoka. Muoka
N500,000 per day for continued violations. The NCC’s said that the move was aimed at providing clear, easy-
move comes amid increasing complaints of load to-understand, and accurate information about the
shedding within the industry and operator demands for cost of voice, Short Messaging Service (SMS) and data
higher rates. The regulator will monitor service quality services to subscribers. “It mandates Mobile Network
through various methods, including user surveys, Operators (MNOs) to publish a comprehensive table
drive testing, and data collection from its Network showing the features of their tariff plans and bundle
Operating Centers (NOCs). Industry leaders have offers. “The table should contain all necessary
raised concerns about the timing of these regulations, information for subscribers to make informed
citing challenges such as declining capital expenditure decisions. “It should provide details on add-ons,
(CAPEX) and foreign direct investment (FDI), rising their prices, how consumers can opt-in or out, terms
operational expenses, and multiple taxation. Gbenga and conditions for renewal, and rollover policies,” he
Adebayo, Chairman of the Association of Licensed said. He said that the guideline was the outcome of
Telecom Operators of Nigeria (ALTON), highlighted the consultations with industry stakeholders, including
significant decline in industry CAPEX by 30.37% and MNOs and Consumer Focus Groups, as well as
FDI by 46.9% between 2021 and 2022. He warned that extensive data analysis on consumer preferences and
the industry is at a critical juncture, where decisive expectations. According to Muoka, the objectives of the
action is needed to prevent further deterioration and simplification guidelines are to reduce the complexity
to support the government’s ambitious objectives. of tariff plans and bundles, and ensure transparency
Tony Emoekpere, President of the Association of and fairness of promotional elements of tariff plans. He
Telecommunications Companies of Nigeria (ATCON), said that it would also protect consumers’ interests by
echoed these concerns, noting that while telecom providing clear and understandable tariff information
companies had been profitable in the past, those gains to help them make informed decisions and promote fair
have been eroded due to stagnant tariffs over the past competition among licensees by standardizing tariff
decade. He emphasized the need for policy support structures. “Service providers are required to display
or tariff increases to address the financial difficulties all relevant information about their tariffs, such as the

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