MTN Nigeria announces plan to open data billing systems to public scrutiny

MTN Nigeria is taking an unprecedented step to address persistent consumer complaints about data depletion by opening its data billing and network operations to public scrutiny. The initiative, announced at a press conference in Lagos, is designed to rebuild customer trust and allow Nigerians to independently verify how their data is consumed and billed.

Tobe Okigbo, MTN's Chief Corporate Services and Sustainability Officer, stated that the exercise seeks to determine the root cause of the issues, whether they stem from genuine system problems, customer misunderstandings, or areas where better consumer education is needed. He recalled a similar situation years ago when unauthorized value-added service subscriptions led to customer complaints. MTN responded then by suspending services, subjecting its systems to regulatory review, and implementing measures to restore confidence.

"We want Nigerians to tell us what is wrong, ask questions and help us identify issues so that we can collectively find solutions," Okigbo urged. He emphasized the critical role of trust in the telecommunications sector, noting that customers are more likely to engage with digital services when they understand the charging mechanisms. The upcoming public engagement will be streamed live, enabling broad participation from consumers and stakeholders across the country.

Mike Ndukwe, MTN's General Manager for Network Quality, refuted claims of arbitrary data deductions. He explained that data usage is triggered by activities like video streaming, web browsing, and app usage, with factors such as video quality, background updates, and auto-play features significantly impacting consumption. Ndukwe also pointed out that while 4G and 5G technologies offer enhanced speeds, they can also lead to increased data usage due to richer content. He advised customers to manage their consumption by adjusting video resolution, limiting background applications, and monitoring device settings. Ndukwe assured that MTN's data usage measurement adheres to globally recognized standards and that its billing systems are subject to periodic audits by the Nigerian Communications Commission and independent assessors.

“

We want Nigerians to tell us what is wrong, ask questions and help us identify issues so that we can collectively find solutions.