Telecom
Zain Emerges Best Customer Care Operator in Nigeria
Zain Nigeria, at the weekend, won the prestigious Best Customer Care Operator of the Year in Nigeria, at the 2009 Nigeria Information Technology and Telecommunications Awards (NITTA) confirming its long and unbroken tradition of good Customer Service Excellence.
Last weekend’s award was the sixth of similar awards by the company in the industry in its 8th years of operations and the 3rd of such by NITTA.
The Awards Committee of the 8th edition of NITTA cited the company’s untiring commitment to delivering admirable customer care service, the launch of a new network monitoring centre, the expansion of its Call Centre facilities and the increase in number of Customer Service personnel in a move to respond faster and more efficiently to customers’ queries, among others, as reason for the award.
The award was received by Alain Sainte-Marie, chief executive officer of Zain Nigeria, who dedicated the award to the company’s customers for their loyalty to the brand and also to the Zain employees, who manage the company’s customer service operations at the Call Centres, Shops and other customer touch points.
He described the award as an endorsement of the public’s perception of Zain as the best in class operator when it comes to introducing customer centric products, technologies and other initiatives.
According to him, “Zain Nigeria and indeed Zain Group recognize the centrality of the customer to our existence and long-term business survival. Therefore, every investment and operational decision we make is ultimately focused on delighting our customers.
“We are in the business of providing telecommunications services, but we see our customers as more than just a mere connection. They are at the very heart and soul of our business. Though the name of this company has changed a few times over the years, our unwavering commitment to excellent customer service has never changed and will never change.
Sainte-Marie added that Zain has invested massively in transmission capacity, network expansion, Call Centres and a fibre optic backbone just to ensure that our customers enjoy a wonderful telecommunications experience.
He specifically mentioned the establishment of an ultra-modern Call Centre in Abuja “which have significantly boosted the company’s capacity to respond to queries and ultimately delight our customers”.
“This Customer Care Award”, he stated, “means so much to us because it recognizes our unflinching commitment to our core values of Radiance, Heart and Belonging”.
Expressing delighted and pride at the remarkable record of winning the award five times in eight years of the company’s operation, Sainte-Marie declared that “even as we celebrate another milestone in our history, I stand before you on behalf of my colleagues at Zain Nigeria to rededicate ourselves to commitment to continue to make our customers the focal point of our business in all our actions”.
Zain Nigeria has consistently topped the telecommunication industry’s customer service ranking since 2003, when the award was introduced.
Last year, the Nigerian Communications Commission (NCC) placed its seal of approval on Zain’s outstanding rating by awarding it the Telecommunications Network with the Best Customer Service during the 5th Anniversary of the Consumer Parliament.
Zain Nigeria is the first Nigerian operator to offer toll-free 24-hour customer care line (111). It also parades extensive alternative channels through which its customers can lodge their queries and provide feedback including Interactive Voice Response (IVR) system equipped with features for five languages (Yoruba, Hausa, Ibo, Pidgin English, and the English Language) and self help attributes. Customer can also access support through Zain Nigeria’s chain of consumer contact points across the country including Zain Shops, email service, the super-interactive Zain website with a self-help customer care service link and an array of dealers outlets scattered across Nigeria’s six geo-political regions.
Clydestone Ghana Plc has filed a writ of summons and statement of claim against MTN Ghana, MTN Group Limited and Mobile Money Fintech Limited, alleging unauthorized use of its intellectual property.
The company announced the court action at the Ghana Stock Exchange, confirming proceedings in the Commercial Division of the High Court of Ghana.
The case relates to work commissioned in 2007 that Clydestone alleges was later used without authorisation or compensation.
Clydestone said the claim involves proprietary intellectual property, confidential commercial information and operational methodology developed during the engagement. The company is seeking declarations, damages and equitable remedies.
In a statement, Clydestone said MTN Ghana engaged it in 2007 to develop a commercial and operational framework for a mobile money business.
“The work was developed and delivered by the company’s founder and Group CEO, Paul Jacquaye, and included a full mobile money ecosystem covering the commercial model, operational architecture, implementation methodology and business case.”
Clydestone said the work was commissioned on the understanding that a non-disclosure agreement and memorandum of understanding would be signed.
It alleges these agreements were not finalised despite repeated requests.
The company further alleges MTN Ghana later used its proprietary work and methodology without authorisation or compensation, including in MTN Mobile Money Ghana and other markets.
Clydestone said the alleged use has continued since the launch of MTN Mobile Money Ghana in 2009.
“The wrongful use of that work has been ongoing since 2009. What has changed is the availability of independently verifiable information that documents its scale and commercial significance,” the company said.
It cited the GSMA State of the Industry Report on Mobile Money 2026 and MTN Ghana’s 2025 annual report as evidence of the platform’s scale.
According to Clydestone, the reports show approximately 19.3 million active users and annual revenue of about GHS 6.0 billion ($516m).
The company said it reviewed its records following these publications and concluded there were sufficient grounds to initiate legal proceedings.
It added that it has received no payment or acknowledgement for the work since December 2007, and that pre-action correspondence in 2026 received no substantive response.
“The Board of Directors has unanimously authorised the commencement of these proceedings,” the company said.
Jacquaye said: “This case is about accountability for commissioned intellectual property.
“When independent publications in 2025 and 2026 revealed the scale of the mobile money business, we reviewed all documentation relating to the original engagement and concluded these proceedings were necessary.”
MTN Group Limited, named as a defendant, had not commented at the time of publication.
In a development that underscores the fragile state of Nigeria’s telecommunications grid, an incident of infrastructure vandalism in Delta State has severely disrupted network connectivity, leaving thousands of subscribers stranded.
The breach, where a robber attacked the sites, occurred at an IHS-managed telecom node in the ASB region on July 8, 2026, immediately knocking 33 base stations offline across 2G, 3G, and 4G spectrums.
The situation in the region escalated drastically by morning when a separate fibre-optic cable cut severed primary transmission lines. Because the compromised node serves as a critical fibre convergence point, the secondary fibre cut triggered a cascading failure.
This secondary disruption ballooned the number of dark sites from 33 to 103, temporarily paralysing digital communications, banking, and commerce in the affected communities.
Industry sources reveal that the financial and logistical toll of such incidents is becoming unsustainable for Mobile Network Operators (MNOs).
Currently, network providers are utilising 20 per cent more spare parts than initially budgeted for the fiscal year.
This unpredictable depletion of technical reserves has stripped operators of their supply buffers, making inventory management and financial forecasting increasingly difficult for telecom executives.
Consequently, engineering teams have been forced to cannibalise materials originally designated for network expansion and new site rollouts just to perform emergency restorations on the damaged sites.
This diversion of resources significantly delays the rollout of new infrastructure, stifling the nation’s broader broadband penetration targets and stalling anticipated revenue generation for the telecom companies.
The Nigerian Communications Commission (NCC) recently noted an average of 1,744 weekly attacks on telecom infrastructure nationwide, including over 1,100 fibre cuts.
As operators endure protracted back-and-forth negotiations with insurance firms to cover these sudden hardware losses, stakeholders are intensifying calls for the strict enforcement of the Federal Government’s recent designation of telecom assets as Critical National Information Infrastructure (CNII) to safeguard Quality of Service (QoS).
Viral rumors about a “Tesla Pi Phone” a new phone, being developed by Elon Musk, CEO and largest shareholder of Tesla and SpaceX, are entirely fake.
AI Generated Tesla Pi Phone and Elon Musk
Instead, the tech giant said on Monday it has filed an application with the US Federal Communications Commission for permission to deploy the constellation by 2028.
It said the system would provide voice, messaging, data and emergency services.
A quick fact-check revealed that Tesla Inc. has never manufactured, developed, or released a smartphone.
Videos and articles claiming a release (often priced between $150 and $800 with solar charging or satellite-only connections) rely on AI-generated concept art and recycled internet hoaxes dating back to 2021.
Musk has only mentioned a phone in hypothetical remarks, stating Tesla would build one only if major app stores completely blocked or censored essential apps like X (formerly Twitter).
On Monday however, his company said that “Amazon looks forward to delivering on the promise of D2D [direct-to-device] connectivity, including to the millions of people living, travelling and working in places beyond the reach of existing networks today,”
The filing is the first step from Amazon into satellite mobile connections, which has until now been dominated by SpaceX’s Starlink service.
Musk’s group has signed partnerships with existing operators such as T-Mobile US and the UK’s Virgin Media O2 to provide phone services for customers where their conventional networks do not reach.
Starlink operates across more than 150 countries, offering high-speed internet connections through its constellation of satellites.
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