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Consumer Advocacy in a Liberalized Telecom Sector

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Consumer advocacy is a form of social network which protects the interests of consumers. For instance, consumers posting their reviews on consumer advocacy sites will stir companies’ behavior towards consumers. Consumer advocacy and consumer protection is linked to the idea of consumer rights (that consumers have various rights as consumers), and to the formation of consumer organizations which help consumers make better choices in the marketplace.
Telecommunications sector is the only sector of the country’s economy that consumer’s right are protected as well as give opportunity to interface with service providers. It stands on a tripod. This did not happen spontaneously. It is as a result of regulatory framework initiated by the Nigerian Communications Commission (NCC). The consumer wants the services to be of a good quality and affordable. The consumer wants the operator to respond at all times when he or she needs attention, and to provide explanations whenever anything goes wrong. The consumer wants to be protected at all times from being taken advantage of by service providers. Just like consumers of any services, the consumer of telecom services wants to be well treated. The commission has recognized all these and has put in place special structures to ensure that the needs and desires of the consumer are taken care of. For NCC, the consumer is the main object, the subject and the reason for their being.
Against this backdrop, that the sector has good number of consumer advocacy groups that are active in the industry which the commission is supporting to ensure that interest of consumers are taken care of, such groups include, National Association of Telecommunications Consumers Association (Natcomms), Consumer Right Project, among others.
Support for advocacy
The commission has many stakeholders in the regulatory process. These stakeholders include the government, consumers, the operators, the media, and the international community, among few others. The commission strives to meet the expectations of the many stakeholders.
The Commission is supportive of the activities of several Consumer Advocacy Groups. This is novel approach in the history of consumer care in Nigeria.
 Collaboration with Consumer Protection Council (CPC): The Commission has signed an MOU with the CPC aimed at collaborating to further ensure protection of Consumers in relation to telecom service delivery.
Mr. Ken Ugbechie, executive secretary, Africa Telecom Development Initiative (ATDI), a Pan-African non Governmental Organization (NGO) committed to the development of telecom on the continent, said the telecom regulator’s revolutionary advocacy for the protection of telecom consumers in the country through the monthly telecom consumer parliament," is unequal.
According to him, upon the licensing of the Global System for Mobile communications (GSM) companies in 2001, NCC oriented itself to regulatory activism to protect the consumer, thereby raising the quality of service consciousness among operators and promotion of potentials in the nation’s ICT market.
Mr. Ugbechie also said such initiative speaks volume of a people-centric commission wholly committed to protecting the consumer in an increasingly capitalist investment environment.
He pointed out that through the Parliament, consumers have a voice and equally been heard. "More importantly, the consumer, the operator and the regulator now have a regular forum to rub minds for the overall development of the telecom sector," he declared. ATDI noted that by moving the event from one part of the country to another every month has assisted the operators to access and better appreciate their level of market penetration, quality of service delivery in addition to consumer behavior.
Government
Government is a very important stakeholder in the job of telecom regulation. The policy and the laws being implemented by the commission have been prepared and enacted by government for good of society. The government’s interest in the process also varies.
Government is interested that services are made available to the Nigerian people in a timely, qualitative and affordable manner and that activities in the sector are carried out in a legal and orderly manner. Government is also interested in creating an enabling environment that would continue to attract investment in the sector so that her desires for the people are substantially met.
The commission in all its actives is therefore mindful of the need to protect, preserve and implement actions and programmes that meet the expectations and objectives of government.
Service providers
The operators also belong to a class of stakeholders in the business of telecom regulation. Apart from obtaining their operational license, with certain obligations attached to them, the operators also expect certain obligations from government and the regulator. They expect a non partial regulator to protect their huge investment. They want the Commission to ensure that no other entity interferes with their network resources such as frequently spectrum. They expect a regulator that will not be arbitrary in decision making and one that will regulate by the rules as contained in the license agreement and provisions of the laws and regulations.
The Consumer
The commission does not just theorises about empowering the consumer in industry, it has given practical expressions to this phenomenon through actions, policies and programmes which have venerated, empowered, protected and uplifted him/her in the comity of stakeholder in the industry. Prior to the enactment of the Nigerian Communications Act, 2003, the commission had in September 2001 established a full fledged department called Consumer Affairs Bureau. The Bureau was charged with the mandate – to Protect, Inform and Educate the Nigerian telecoms consumers. This mandate has remained and irrevocable social contract between the commission and telecoms consumers in the country. At its maiden Consumer Forum at Flamingo Restaurant in Victoria Island in April 2002 and shortly after in August 2003, it launched the monthly Telecoms Consumer Parliament, a novel regulatory initiative that earned the commission, commendations not only in Nigeria, but from ITU, ICT professionals and groups across the globe. At the last count, 56 sessions of Telecoms Consumer Parliament has helped in no small measure in creating awareness of the rights of consumers and the obligations of the service providers in the resolution of their problems and concerns. It has enable operators to clarify issues pertaining to service delivery for the benefit of their subscribers and also to publicly give account of their stewardship to the people. Useful feedbacks have emanated from the programme which culminated in far-reaching regulatory interventions by the commission.
The commission has over the years proactively enunciated policies and programmes that served the interest of the consumers through promotion of competition in all segments of the telecom services portfolio to ensure that consumers have a wide range of products and services to choose from; and are not held to ransom by any service provider. Based on feedbacks received from consumers at the TCP, the commission intervened on the issue of tariff charged subscribers for calls made to customer care lines to lay consumers complaints.
In line with the commissions consumer-centric philosophy that it inaugurated a twelve-man Industry Consumer Advisory Forum, (ICAF), headed by Mrs. Ifeyinwa Umenyi the director general of the Consumer Protection Council to review the general consumer code of practice regulations by the Commission as well as facilitate consumer protection, information and educational programmes.
ICAF acts in advisory capacity, and will make recommendations to the commission regarding the interests and concerns of the consumer of ICT products and services, the interests and concerns of physically challenged and the elderly, ensure that consumers are protected from unfair practices and facilitate the review of the Consumer Code of Practice Regulations 2007 as well as make recommendations on all issues to the commission.
The commission has also defined acceptable quality of service thresholds which operators are expected to meet on the one hand, as well as sanctions in event of failure to meet those threshold. In order to ensure compliance by operators, regular monitoring by the commission of the operations of licenses across the length and breath of the country is undertaken.
Periodic reports on these monitoring activities are published on the website of the commission and in major national newspapers. To underscore the importance that the Board and management of the commission attach to improved QoS on the networks, an industry QoS Working Group was set up with members drawn from the public and private sectors of the economy.
In 2007, the commission caused to be gazetted Consumer Code of Practice Regulation which has become the reference document for both consumers and the operators. Each licensee is required to produce and submit a Code of Practice which has to be reviewed and approved by the Commission. The Code of Practice stipulates Services Level Agreements, the responsibilities and rights of each party, and procedure for resolving disagreements whenever they arise between parties.
Given the diversity of the country coupled with its geographical vastness, the commission has taken it upon itself to promote and nurture consumerism by identifying and collaborating with reputable Consumer Advocacy Groups to facilitate nation-wide consumer protection and empowerment as a precondition for orderly and sustainable growth and development for the telecoms industry in Nigeria.
Nigerians are craving for the replication of consumerism initiatives in telecommunications sector of the country’s economy in other sectors where consumers are badly treated without recourse to rules guiding service provision in those sectors. Among such sectors are energy, financial, healthy and housing.

 

 


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Airtel Africa Foundation Launches 100 Tech Scholarships for Nigerian Undergraduates

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Following the recent announcement by its Chairman, Dr. Segun Ogunsanya, at a World Press Conference held in Lagos recently, the Airtel Africa Foundation, through Airtel Nigeria, has kicked off its Undergraduate Tech Scholarship Programme to benefit 100 Nigerian undergraduates.

This initiative will provide each recipient with a grant covering tuition, accommodation, study materials, and a stipend from the first year of study through the final year. This financial aid removes economic barriers, empowering students to dedicate their focus to academic and technical achievement in technology.

Eligible courses of study include Computer Science, Information Technology, Data Science, Software Engineering, Cybersecurity, Artificial Intelligence, and other ICT-related disciplines.

Commenting on the initiative, Dr. Ogunsanya affirmed that the scholarships represent the Foundation’s continued commitment to breaking down barriers for young Africans.

“At Airtel Africa Foundation, our vision has always been to create opportunities where talent meets ambition. With this scholarship, we are investing in Nigeria’s future tech leaders, giving them the resources and confidence to thrive in an increasingly digital world,” he stated.

Beneficiaries are selected from 100-level students enrolled in approved programmes in participating public universities across the country. These institutions include the University of Lagos (UNILAG), the University of Nigeria, Nsukka (UNN), Ahmadu Bello University (ABU), the University of Benin (UNIBEN), Obafemi Awolowo University (OAU), the University of Ilorin (UNILORIN), and Tai Solarin University of Education (TASUED).

Airtel Nigeria CEO, Dinesh Balsingh, noted: “The prioritization of education as a pillar of our social investments becomes much stronger with these 100 new scholarships. They build on such other initiatives as our partnership with UNICEF on the Reimagine Education Programme, our Adopt-A-School project, and our 1 billion naira investment in the Three Million Technical Talent (3MTT) effort of the Federal Government. Ultimately, for us as an organisation, the best way to equip the future is to arm it with cutting-edge education.”

The undergraduate scholarship is a direct component of the Foundation’s four strategic pillars of Financial Inclusion, Education, Environmental Protection, and Digital Inclusion (FEED).

 


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NCC’s Maida Calls for Unified Action to Accelerate Broadband and Safeguard Telecom Infrastructure

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L-R: Director, Critical National Assets and Infrastructure Protection, Office of the National Security Advisers (ONSA), Enebong Effiom; Executive Governor, Katsina State, Dikko Radda and Executive Vice Chairman/Chief Executive Officer, Nigerian Communications Commission (NCC), Dr. Aminu Maida, during a business roundtable on broadband investment and critical national infrastructure protection hosted by the Commission in Abuja on Wednesday (October 8, 2025).
L-R: Director, Critical National Assets and Infrastructure Protection, Office of the National Security Advisers (ONSA), Enebong Effiom; Executive Governor, Katsina State, Dikko Radda and Executive Vice Chairman/Chief Executive Officer, Nigerian Communications Commission (NCC), Dr. Aminu Maida, during a business roundtable on broadband investment and critical national infrastructure protection hosted by the Commission in Abuja on Wednesday (October 8, 2025).
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Dr. Aminu Maida, Executive Vice Chairman of the Nigerian Communications Commission (NCC), has called for urgent collaboration among Nigeria’s states and stakeholders to accelerate broadband connectivity and safeguard critical national infrastructure.

L-R: Director, Critical National Assets and Infrastructure Protection, Office of the National Security Advisers (ONSA), Enebong Effiom; Executive Governor, Katsina State, Dikko Radda and Executive Vice Chairman/Chief Executive Officer, Nigerian Communications Commission (NCC), Dr. Aminu Maida, during a business roundtable on broadband investment and critical national infrastructure protection hosted by the Commission in Abuja on Wednesday (October 8, 2025).

L-R: Director, Critical National Assets and Infrastructure Protection, Office of the National Security Advisers (ONSA), Enebong Effiom; Executive Governor, Katsina State, Dikko Radda and Executive Vice Chairman/Chief Executive Officer, Nigerian Communications Commission (NCC), Dr. Aminu Maida, during a business roundtable on broadband investment and critical national infrastructure protection hosted by the Commission in Abuja on Wednesday (October 8, 2025).

Speaking at a business roundtable held at the NCC Digital Economy Complex on Wednesday, October 8, 2025, the EVC emphasized broadband as a national imperative for economic growth, security, and digital inclusion under the theme, “Right of Way and Protection of Broadband Infrastructure – The Road to Success in Broadband Investment and Connectivity.”

Dr. Maida began his remarks by underscoring the invaluable role of connectivity across industries, citing examples from Enugu’s industrial sector to security services relying on real-time data. “When connectivity fails, opportunities evaporate, productivity stalls—and in critical situations, lives can be put at risk,” he said.

He stressed that broadband today transcends faster downloads or video calls; it is the bedrock of economic inclusion and national resilience.

According to the EVC, Nigeria’s broadband penetration stood at approximately 48.81 percent as of August 2025, with over 140 million Nigerians online. Highlighting the sector’s contribution to GDP, he cited research indicating a 10 percent broadband increase could boost GDP by 1.38 percent in developing countries.

Expanding broadband access, Dr. Maida said, would multiply economic opportunities, enabling new jobs, services, and innovation hubs across Nigeria’s states.

He referenced Rwanda and India’s success stories, where coordinated investments in fiber infrastructure and digital governance transformed their economies into emerging digital powerhouses.

The EVC lauded the leadership of President Bola Ahmed Tinubu and Communications Minister Dr. Bosun Tijani for pursuing the National Broadband Plan (2020–2025) with ambitious targets of 70 percent broadband penetration and deployment of 90,000 kilometres of fiber backbone by year-end.

To this end, the NCC has translated these goals into strategic actions despite operational challenges.

Among the NCC’s key initiatives, Dr. Maida highlighted the Critical National Information Infrastructure (CNII) Presidential Order signed in June 2024, which empowers law enforcement agencies to combat vandalism, theft, and denial of service attacks on telecom infrastructure.

The Commission, working closely with the Office of the National Security Adviser (ONSA), has operationalized this order through a Telecommunications Industry Working Group focused on site security, maintenance, and access control.

Complemented by public awareness campaigns and collaboration with judicial and security institutions, this effort has led to the dismantling of major vandalism cartels over the past two years.

Addressing the historic challenge of high Right of Way (RoW) fees—levied variably by states and often hindering fiber rollout—the EVC disclosed successes in advocacy resulting in five additional states (Adamawa, Bauchi, Enugu, Benue, and Zamfara) waiving these fees, bringing the total to eleven states without RoW charges.

Seventeen other states have capped fees at the Nigerian Governors Forum benchmark of N145 per linear meter. Dr. Maida underscored ongoing efforts to achieve uniform, predictable RoW regimes nationwide, coupled with “dig-once” coordination with public works to share ducts and plans, cutting fiber damage and civil works costs.

The NCC further strengthened investor confidence by approving cost-reflective and competitive tariff rates earlier this year, prompting operators’ collective commitment of over $1 billion in broadband rollout investments across Nigeria.

To enhance market openness, the Commission has commissioned a wholesale fiber study to facilitate backbone sharing between owners and Internet Service Providers, unlocking last-mile expansion and faster backhaul.

On transparency, the Commission expanded performance disclosures, including outage reporting, quality of service dashboards, and compliance metrics to drive accountability.

Despite these achievements, the EVC highlighted continuing challenges: from January to August 2025, Nigeria recorded 19,384 fiber cut incidents, 3,241 equipment thefts, and over 19,000 cases of denied access to telecom sites, causing prolonged outages and increased security costs.

Further obstacles include fragmented and unpredictable RoW regimes, weak coordination with road authorities, energy supply volatility, multiple taxation, and bureaucratic permitting processes.

Dr. Maida warned of the urgency, citing the accelerating global digital race driven by artificial intelligence and outsourcing movements favoring low-cost, high-connectivity environments. “If our broadband backbone is weak, our youth will be marginalized, and our economy will likely not achieve its full potential,” he said, underscoring that communities without digital connectivity today are essentially invisible.

The EVC urged governors and state authorities to partner in enforcing telecom infrastructure as critical assets; adopt 100 percent RoW waivers or at minimum NGF benchmarks with clear timelines; institutionalize coordination between public works and operators; embrace transparency in fees and processes; establish state digital infrastructure funds to attract private fiber investment; and support energy resilience through hybrid and solar power at telecom sites.

Looking ahead, Dr. Maida announced two major NCC initiatives to be launched the next day: an Ease of Doing Business Portal offering a one-stop-shop for all 36 states and the Federal Capital Territory, and the Nigeria Digital Connectivity Index (NDCI), a framework to annually measure and publish states’ digital readiness and competitiveness to enhance accountability and drive improvements.

He concluded with a powerful call to action: “The digital revolution does not wait. Let us align, invest, and protect, for the prosperity of our people and the future of our nation.” He left the audience with one final question, “Will we align—or be left behind?”

This roundtable marks a pivotal moment in Nigeria’s journey toward a digitally inclusive and economically robust future, positioning broadband connectivity and its protection as strategic national imperatives.


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Google Empowers African Students with Free AI Tools for a Year

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Google today announced a major initiative to support higher education across Africa by offering its premium AI subscription, Google AI Pro for free to university students for 12 months.

The offer is available to eligible students aged 18+ in Nigeria, Kenya, Ghana, Rwanda, South Africa, and Zimbabwe, providing them with access to Google’s most advanced AI tools to enhance their learning, research, and creative work.

Through Google’s most capable model, Gemini 2.5 Pro, this initiative will equip the next generation of African leaders, innovators, and creators with fundamental AI literacy. By placing powerful generative AI tools directly in the hands of students, Google is helping to prepare them for a workforce where AI proficiency is increasingly essential.

“We are seeing a new wave of innovation in Africa, driven by the energy and ingenuity of our young people,” said Alex Okosi, Managing Director for Google in Sub-Saharan Africa. “By providing students with access to our most advanced AI tools, we want to empower them to not only excel in their studies but also to become critical builders and shapers of the future. This offer is about democratizing access to technology and giving African students the skills to compete and lead on a global stage.”

The Google AI Pro plan provides a comprehensive suite of tools designed for the demands of academic and creative life:

  • Supercharged Learning and Research:  With new features like Guided Learning to help students with in-depth research, summarizing academic papers, debugging code, and step-by-step guidance on complex problems.

  •  Time-Saving Efficiency: Use Deep Research to generate comprehensive, cited reports from hundreds of web sources in minutes, transforming how students approach long-form assignments and dissertations.

  • Enhanced Organization and Creativity: Leverage NotebookLM to organize notes and connect ideas and use Veo 3 to instantly transform text prompts or images into short, high-quality videos for presentations and projects.

  • Massive Storage: Receive 2 TB of cloud storage across Google Drive, Gmail, and Photos, ensuring ample space for coursework, research data, and creative portfolios.

How to Sign Up

University students in eligible higher education institutions and countries can verify their status and activate the 12-month free plan by visiting gemini.google/students. The process is designed to be simple, requiring students to verify their status through various methods and to add or confirm a form of payment (without incurring any charges). The offer will be available for redemption for 60 days, from October 7, 2025, to December 9, 2025.

This student offer builds on Google’s long-standing commitment to Africa’s digital transformation through programs like the Google for Startups Accelerator Africa and the Digital Skills for Africa initiative, which have helped millions of people and businesses grow.


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