Telecom
NCC Explains Reasons for Revising Complaints Categories, Service Level Agreements

The Nigerian Communications Commission (NCC) said it undertook a revision of the framework stipulating the processes for resolving consumer complaints arising from service delivery by telecoms operator in order to achieve greater effectiveness in the sector and to strengthen the protection of telecoms consumers and other stakeholders.

Prof Umar Danbatta, EVC, NCC
Tagged: Complaints Categories and Service Level Agreements (CC/SLA), the framework was revised by the Commission in November 2019 at a programme attended by representatives of telecoms operators, consumers and other consumer rights advocacy groups in the country.
Prof. Umar Danbatta, executive vice chairman (EVC) of NCC, said “The 2019 review of the CC/SLA, in collaboration with operators and other stakeholders, was essentially to strengthen effective and prompt resolutions of consumers complaints by reviewing the timelines, broaden and streamline complaint categories and establishing applicable sanctions on operators that fail to meet the timelines stated for resolving issues related to services delivery to their consumers.”
In the reviewed CC/SLA, with respect to the broad category of Quality of Service and Quality of Experience (QoS and QoE) in the data segment, when a telecom subscriber experiences fluctuation in service, such as instability in the Internet services, the subscriber shall be contacted by the service provider within four hours of reporting the incident and the disruption shall be restored within 72 hours.
If the matter is escalated to the Commission, the consumer is expected to receive feedback within two hours, while the Commission ensures the issue is resolved within 48 hours.
Additionally, the subscriber shall be offered an apology and the expiry date of his data bundle shall be extended by the number of days the disruption lasted.
Under the broad category, ‘Billing’, complaints connected to any unexplained change in account balance resulting in a drop in balance, due to overcharging subscriber’s account for calls, Short Messaging Services (SMS) and Multimedia Messaging Service (MMS), shall be resolved by the operator within 24 hours. Should there be a need by the subscriber to escalate the complaint to NCC, the Commission shall ensure the matter is resolved within 12 hours.
The subscriber shall be notified of resolution and where applicable, compensated with five percent of overcharged amount which is payable daily to the consumer for every 24hrs of default.
Similarly, within the framework of QoS/QoE in the voice segment, the revised agreement stipulates that, when there is call interference or challenge with voice clarity, resulting in the inability of a subscriber to carry out uninterrupted conversation, the subscriber shall receive response from the service provider within four hours of reporting the incident and the service provider shall ensure the challenge is resolved within 72 hours.
Should there be a basis for the subscriber to escalate the matter to NCC, the Commission shall revert to the subscriber within two hours of receiving the report and ensure that the matter is resolved within 48 hours in line with the Quality of Service (QoS) Regulations and the subscriber shall be communicated.
Also, under the new CC/SLAs that have now come into force, in the case of Sales Promotion and Advertisement, when a subscriber does not receive (within stipulated time) bonus or incentives won during promotions, the service provider shall resolve the matter within 12 hours of receiving the complaints, instead of 24 hours as stipulated in the hitherto existing categorisation and agreement.
Should the matter be escalated to NCC, Commission shall ensure it is resolved within six hours in line with the Guidelines on Advertisement and Promotions. As in all cases, the subscriber shall be communicated on steps taken towards resolution of complaints.
Similarly, in the expansive category of Call Centre/Customer Care, the NCC agreed with stakeholders that when a subscriber is unable to connect to Call Center or Service Provider Help Line, the matter shall be treated by the Service Provider within four hours of receiving the report.
Where the matter is escalated to the Commission, NCC shall ensure that the issue is resolved within two hours of receiving the complaints, and steps taken towards resolution shall be communicated to the subscriber in all circumstances.
On matters connected to faulty terminals, such as defective devices that stifle a subscriber’s ability to use phones, modems, routers and related devices appropriately, the Commission said such incidents shall be resolved based on Terms and Conditions for all devices.
Meanwhile, Danbatta equally stated that matters relating to Base Transceiver Stations (BTS), such as problems arising from installation and location of base stations, masts or towers, shall be resolved by the concerned operator(s) within the 48 hours, as stated in the revised CC/SLA.
In case the Commission is notified by the affected consumer, the matter shall be referred, immediately to Commission’s Compliance Monitoring and Enforcement Department, which shall ensure resolution of the matter within 48 hours and inform the complainant accordingly.
The EVC added that the CC/SLA document, which is available on the Commission’s website, contains 17 broad categories and about 90 subcategories.
He enjoined all stakeholders, particularly the telecom consumers, to create the time to study the document in order to understand their rights and privileges.
Telecom
African Women Hit Hardest as Mobile Internet Gender Gap Persists

African women remain among the most digitally excluded globally, with smartphone affordability and digital literacy among the key barriers. New data from the 2025 GSMA Mobile Gender Gap Report, launched recently, reveals a persistent global gender gap in mobile internet use across low- and middle-income countries (LMICs).
It further notes that literacy, digital skills, safety, and affordability of data also remain critical barriers. The report highlights that 885 million women across these regions still do not use mobile internet, with nearly 60% of them living in Sub-Saharan Africa and South Asia.
While mobile internet is the primary way women in LMICs access the internet, offering critical lifelines to health, education, and financial services, the pace of female adoption has stalled, leaving 235 million fewer women than men connected.
Claire Sibthorpe, head of digital inclusion at GSMA, highlighted that the gender gap had narrowed significantly between 2017 and 2020, but progress flatlined in recent years.
Although 2023 brought a slight improvement, restoring the gap to 15%, 2024 saw minimal change, with the gap settling at 14%.
The disparity is most severe in Sub-Saharan Africa, where women are 29% less likely than men to use mobile internet.
“It’s disheartening that progress in reducing the mobile internet gender gap has stalled. The digital divide is driven by deep-rooted socio-economic and cultural factors that disproportionately impact women,” said Sibthorpe.
GSMA projects that closing the gender gap by 2030 could add $1.3 trillion to GDP across LMICs and deliver $230 billion in revenue to the mobile industry.
The report, funded by the UK FCDO, Sida, and the Gates Foundation, stresses the urgent need for targeted investment and policy action to bridge the digital divide and ensure that no woman is left offline.
“The mobile internet gender gap is not going to close on its own. It is driven by deep-rooted social, economic, and cultural factors that disproportionately impact women,” said Sibthorpe.
Telecom
₦800 Billion Infrastructure Plan Set to Boost MTN’s Network Quality Nationwide

In a recent interview, MTN Nigeria reaffirmed that its ongoing infrastructure investment is a strategic step to improve network quality, speed, and nationwide coverage.
Speaking on Beyond the Headlines with Nifemi Oguntoye, Ugonwa Nwoye, Chief Customer and Experience Officer at MTN Nigeria, explained that although public concern is valid, the company undertook several internal cost-efficiency measures before making structural adjustments.
She emphasised that improved investment is critical to fast-tracking improvements across MTN’s network.
Nwoye explained that MTN undertook extensive internal reforms before embarking on structural changes needed to support this scale of investment.
The company completed its phased roll-out of the increase between February and March, ensuring that every existing data plan was below the 50% increase, and most remained below 25%.
She also noted that customers were proactively informed about all changes, particularly when certain legacy plans were retired and replaced with new ones. “We gave customers six to eight weeks’ notice,” she explained.
“This is why it has taken us some time to complete this process, where we let customers know that at a certain date, this particular tariff is not going to exist.”
Nwoye stressed that MTN had exhausted other internal measures before turning to broader structural updates. Now, with the new pricing structure in place, the company is accelerating its investment in infrastructure, spending over ₦200 billion in the first quarter of 2025 alone, a 159% increase from the same period last year. A total capital expenditure of ₦800 billion is planned for the year.
She noted that this investment is a direct outcome of long-term operational restructuring aimed at improving service quality.
She added, “We are investing over ₦800 billion this year alone in our infrastructure. This will translate into better customer experience, reduced congestion, faster internet speeds, and wider network reach.”
This investment will support the upgrade of over 1,000 cell sites and the expansion of more than 2,000 transmission links nationwide.
Nwoye stressed that these upgrades are designed to deliver faster data speeds, fewer dropped calls, and broader network reach, especially in underserved areas.
She acknowledged the public’s expectations for immediate service improvements but emphasised that large-scale infrastructure takes time to deploy.
Nonetheless, MTN expects customers to begin experiencing visible improvements in network performance by the second half of the year.
In a sector where service quality and customer satisfaction are closely watched, MTN maintains that its ongoing investments are not merely capital commitments but vital enablers of improved digital experiences across Nigeria.
Telecom
Remita’s Bold Leap: Nigeria’s Fintech Giant Expands Across Africa

Remita, the pioneering Nigerian payment technology platform developed by SystemSpecs, is charting a bold new course with its planned expansion into markets across Africa.
What began as a payroll feature in an HR application has now become a robust ecosystem processing over ₦60 trillion annually—one that stands on the verge of reshaping the continent’s fintech landscape, Mr. Deremi Atanda, Managing Director/CEO of Remita Payment Services Limited, says in an exclusive interview that will grace the cover of eGovernance Nigeria Magazine.
The forthcoming edition of eGovernance Nigeria Magazine, a publication of the Technology Times media brand owned and operated by Digital Transformation Media Limited (DTML), will spotlight this extraordinary journey, and present Remita’s evolution as an inspiring tale that informs, educates, and entertains readers about indigenous innovation making global strides.
“We’ve become an ecosystem of rails, products, and services—robust,” Atanda, Managing Director/CEO of Remita explains during the exclusive interview with eGovernance Nigeria Magazine.
“Layering all of that with the many different customers we’ve had, typically every year we process in excess of maybe ₦60 trillion in transactions in Nigerian Naira. And this can only grow, especially as we begin to think of a vibrant Pan-African expansion. We’re at the fringe of that.”
In a compelling narrative that mixes grit, vision, and innovation, Atanda recounts Remita’s early days. “What many people know today as Remita actually started out as a feature within our HR/payroll application.
“You process salaries, and you just want to pay—so just remit salaries. And by the way, that’s where the name ‘Remita’ came from: Remittance. We just took out one ‘T’ and left it at ‘A.’”
Even the company’s logo carries symbolism of that transformation. “I don’t know if you’ve seen our logo—it has three dots, in ascending size. There are many stories in that logo. It started as a feature, and then we brought it out as a product,” Atanda explains.
Yet the road was not without its bumps. “The first time we brought it out as a product was to bid for the National Pension Commission. This was in 2004, with the PenCom Act.
“We packaged this into a product in less than two weeks to take care of end-to-end pensions as it was conceived. Trust me, that vision is still viable today. But we lost that bid.”
Undeterred, SystemSpecs pivoted. “We went back and said, ‘What do we do with this asset?’ If it’s not going to work for pensions, let it become a product. And that’s how we renamed pensions.com.ng as Remita, and it became a product.”
As demand grew, Remita expanded beyond payroll. “Some people want to do their own payroll and just make payments, so let them have a site to go to. Later, it evolved into not just payroll payments. People wanted to do other types of payments. If you want to do non-salary payments, you go to Remita,” he says.
Today, Remita has fully matured into a standalone company. “So those three things—feature, product, company. That’s been the evolution.” With a Tier 1 licence from the Central Bank of Nigeria, Remita is now a fintech powerhouse. “We do switching, we do payment service provisioning, we do super agency, we do terminals—everything you can think about. We provide some basic services within the payment space, including payment service advisory.”
A lesser-known chapter of Remita’s growth includes building Nigeria’s first account-to-accountswitch. “Before TSA, we had built a rail—Nigeria’s first account-to-account switch, worked with all the banks. Not many people know that story. Account-to-account. The front of it, the application, and the rail—first of its kind.”
On the pivotal Treasury Single Account (TSA) deal with the Federal Government of Nigeria, Atanda reveals, “TSA was a happenstance. The government was looking to solve a problem, and we were looking to get regulated. It’s that term people use—when they say ‘luck,’ it’s just preparation meeting opportunity.”
Reflecting on the journey, he adds, “These have been some of those moments where you feel validated, where the visionary leadership that set the business up feels the vision is being realized.”
Today, Remita employs over 300 Nigerians and looks beyond its home shores. “The vision is huge, and we’re committed to that. So, we see exponential growth, and we’re positioning for that.”
Mr. Shina Badaru, Chairman of DTML, says Remita’s story is an inspirational example of local innovation with global relevance. “Remita’s success highlights the critical role of indigenous technology solutions in redefining Africa’s digital economy,” he says.
“As the cover story of the next issue of eGovernance Nigeria Magazine, we aim to showcase how homegrown innovation is not only solving problems locally but is also poised to transform markets across the African continent.”
According to Badaru, “Remita’s inspiring journey connects seamlessly with our article of faith to continue to showcase Nigeria’s growing contributions to the global technology industry.”
eGovernance Nigeria Magazine is a flagship DTML platform with operations across print, digital, TV, events, and e-commerce channels.
“This feature not only celebrates Remita’s evolution,” Badaru adds, “but also signals a pivotal shift in the narrative of Nigerian and African technology—from survival to scale, from local impact to continental transformation.”
As Remita sets its sights on Africa, it is poised to bring financial inclusion, digital infrastructure, and innovative fintech solutions to new and underserved markets. With a strong foundation and visionary leadership, the company is ready to deliver the next phase of its remarkable journey.
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