The Chairman, Board of Commissioners, NCC, Prof. Adeolu Akande,
The Executive Commissioner, Technical Services, NCC, Engr. Ubale Maska,
The Executive Commissioner, Stakeholders Management, NCC, Barr. Adeleke Adewolu,
Other Members of NCC Board of Commissioners,
Management and Staff of NCC,
Collaborating Agencies,
CEOs and Representatives of Telecom Service Providers,
Telecoms Advocacy Groups present,
Our Esteemed Telecom Consumers,
The Media,
Distinguished ladies and gentlemen, physically and virtually present.
It is my pleasure to welcome you all to this important occasion, being the first-ever virtual edition of the Telecom Consumer Parliament (TCP) organised by the Nigerian Communications Commission taking place here at the Commission’s Conference Room, Maitama, Abuja.
This event is organised, taking into consideration, the dynamics of the global pandemic and the directives from the Federal Government on social distancing and other measures thereof put in place to curb the spread of Coronavirus (Covid-19) pandemic.
The virtual meeting we are holding today, in place of our customary face-to-face engagement in previous Parliaments in the past, is a testament to rapid change to our lifestyle occasioned by the Covid-19 Pandemic. This is making telecommunications and indeed ICT the major driver of growth in every sector now.
Ladies and gentlemen, the theme of today’s event: “Impact of Covid-19 on Telecoms Service Delivery” is timely and could not have come at a better time than now. The focus of this parliament also provide us with an opportunity as industry stakeholders, to have a quick look at how the pandemic is impacting our service delivery in the telecommunication industry, which currently provides the digital platform for the economy to remain afloat.
According to a 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 further noted that reliable, high-speed Internet is key to ensuring that hospitals and medical institutions have access to global information and resources necessary to fight the virus. Broadband connectivity is also absolutely crucial for educational institutions and businesses to continue to provide essential services. According to the report the unprecedented global health emergency is tasking mobile networks and digital platforms to the limit, with some telecom operators and platforms reporting demand spikes as high as 800% since the outbreak of the pandemic in their respective countries.
In the wake of the outbreak of the pandemic in Nigeria, the Federal Government announced different categories of lockdown which make the mobility and social life of citizens hindered, necessitating 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. Educational activities are also increasingly taking place online following the closing down of schools, while shopping and other activities have migrated online. With all these activities carried out through the internet, network usage is skyrocketing, with many network operators reporting large increase of data usage. Likewise, volume of voice calls is also increasing by the day.
As we all are aware, telecoms is highly capital intensive and as such, continuous network upgrade and expansion are very key to operators’ ability to deliver top-notch QoS to their consumers. For instance, if operators are not able to expand or they are incapacitated to expand and upgrade their network in the face of spike in traffic, as occasioned by the pandemic, it will definitely have potential grave impact on Quality of Service delivery.
Despite the pandemic and the lockdown to contain the spread of Covid-19 virus, we on our part have also not relent to ensure that the quality of telecom services is sustained during and post Covid–19 period.
Some of the critical steps taken by the Commission in conjunction with the supervising 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.
I will round up by urging all stakeholders attending this forum to undertake an objective assessment of the impact of Covid-19 Pandemic on 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.
On this note, ladies and gentlemen, I hereby declare this event open and profoundly wish you fruitful deliberations.
Thank you.
Professor Umar Garba Danbatta (FNSE, FRAES, FAEng, FNIEEE)
Executive Vice Chairman/CEO, NCC
WELCOME ADDRESS BY THE DIRECTOR, CONSUMER AFFAIRS BUREAU, NIGERIAN COMMUNICATIONS COMMISSION (NCC), MR. EFOSA IDEHEN AT THE IST VIRTUAL TELECOM CONSUMER PARLIAMENT (TCP) HELD ON FRIDAY, AUGUST 21, 2020 AT THE NCC HEAD OFFICE, MAITAMA, ABUJA
The Executive Vice Chairman of NCC,
(Professor Umar Garba Danbatta, FNSE, FRAES, FAEng,)
The Executive Commissioner, Technical Standards (Engr. Ubale Maska)
The Executive Commissioner, Stakeholder Management, NCC,
(Barr. Adeleke Adewolu)
Management and Staff of NCC,
Telecom Service Providers,
Consumer Advocacy Groups,
Our Esteemed Telecom Consumers,
Other respected Stakeholders
Members of the Media,
Distinguished Ladies and Gentlemen, physically and virtually present
It gives me great pleasure to welcome you all to the 1st Virtual Telecom Consumer Parliament (TCP) holding here at the NCC Head Office, Maitama, Abuja.
As we all know, the Telecom Consumer Parliament (TCP) provides high-level engagement and interactions with consumers and other stakeholders in the telecommunications industry.
The programme which is hosted on a quarterly basis, has become a great platform for addressing critical industry issues affecting consumers and other stakeholders in the telecommunications value-chain in Nigeria.
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.
Ladies and gentlemen, 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.
Though the issue of cybercrime is a global phenomenon with levels of pervasiveness different from country to country and from region to region. It is becoming more pronounced in Nigeria along with it costs to individuals and organizations in terms of revenue losses, among other dangers it poses to victims. It is, therefore, our concern in NCC to ensure that risks associated with the usage of the Internet by Nigerians are addressed and managed successfully.
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.
With this theme in mind, it becomes necessary to ask: 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?
I am sure, with your active participation, answers shall be provided to all these questions raised as deliberation continues.
On a daily basis, the Commission receives complaints from telecoms consumers regarding service delivery. Thus, as a responsible regulator that envisions top-notch service delivery by the operators, we would continue to do everything within our regulatory mandate to ensure that 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.
The Consumer Affairs Bureau has been engaging the industry at different level to ensure the Consumer get 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
Ladies and gentlemen, 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.
Distinguished ladies and gentlemen, it is my pleasure to invite the Executive Vice Chairman/CEO of the Nigerian Communications Commission (NCC), Professor Umar Garba Danbatta, to present the opening remarks and declare the first virtual edition of Telecom Consumer Parliament open.
I welcome you to this Parliament once again and I thank you for listening.
Thank you.
Efosa Idehen
Director, Consumer Affairs Bureau
