Overview
In August 2024, the Nigerian Communications Commission (NCC), in accordance with the Nigerian Communications (Quality of Service) Regulations, 2024, introduced the Quality-of-Service Rules (“The Rules”) to advance its objectives of establishing and monitoring performance standards for telephone and other communication services in Nigeria. In view of emerging technologies and operational challenges, the Rules outlines the business rules for implementation, monitoring and effective management of telecommunication quality of service by the NCC. This write-up highlights the provisions of the Rules on the telecommunication industry in Nigeria having regard to best international practice. Part I: Scope of the Business Rulesa.
Minimum Quality StandardsThe Rules set minimum service quality standards that telecommunications providers must meet, establishes a baseline for consumer protection and promotes fair competition.b. Measurement and AssessmentTo ensure compliance with these standards, specific measurements are outlined for assessing service performance. Regular evaluations help identify areas for improvement, enhancing the overall consumer experience.c. Key Performance Indicators (KPIs)KPIs are critical for measuring telecommunications service effectiveness. The Rules specify KPIs that service providers must track to demonstrate adherence to quality standards, allowing the NCC to evaluate and enforce compliance. Part II: Threshold Targets and KPIsa. Wireline Services KPIsFor fixed wireline services, the following KPIs have been established:i.
Disconnection Complaint RateLess than 0.002% of customers should complain about disconnections during the reporting period.ii. Resolution TimeDisconnection complaints must be resolved within one working day on average.iii. Fault Report RateLike disconnection complaints, this should also be below 0.002%.iv. Fault Repair TimeFaults must be repaired within two working days on average.v. Service Supply TimeService should be supplied within five working days on average.b. Account Complaint KPIsSpecific KPIs for account-related complaints include:i. Charging IssuesIncorrect line rental charges must be resolved within five days; multiple charges for the same service must be addressed within one hour.ii. Failed TransactionsRecharge failures due to network issues should be resolved within three hours.
Software-related issues must be addressed within one hour.iii. Miscellaneous ComplaintsThe Rules cover additional complaints such as:i. Unsolicited MessagesSubscribers must be able to opt out of unsolicited messages.ii. Recharge/ Bill Payment TimelinessMobile recharges should reflect within ten seconds. Other payments should be processed promptly.iii. Complaint Handling Each complaint must have a unique reference number for tracking and analysis.d. Internet Service and Disconnection ProtocolsInternet services should be restored within two hours unless the disconnection is lawful. Procedures for disconnection notifications and dispute resolutions for both post-paid and pre-paid subscribers are also specified.
Part III: Reporting Prioritisation ListThis section outlines how various reporting areas are categorised to ensure compliance with the Quality of Service (QoS)Regulations of 2024. It establishes a framework for monitoring performance based on priority levels.a. Reporting AreasThe reporting areas are categorised into three priority groups, which determine the level of scrutiny and requirements for mobile service providers:i. Priority 1 AreasHigh priority: immediate attention required. Key urban and populous regions are included. The areas include: Lagos, Ogun, Abuja, Oyo, Kano, Kaduna, Rivers, Delta, Anambra, and Edo.ii. Priority 2 AreasModerate priority; regular monitoring required. The areas include Imo, Niger, Osun, Abia, Enugu, Ondo, Akwa-Ibom, Benue, Plateau, Adamawa, Katsina, Kwara, Kogi, Nasarawa, and Bauchi.iii.
Priority 3 Areas Low priority: basic compliance monitoring and the areas includes – Borno, Taraba, Cross River, Sokoto, Kebbi, Gombe, Ekiti, Yobe, Ebonyi, Zamfara, Jigawa, and Bayelsa.b. Responsibilities of Mobile Service Providersi. Mobile service providers must submit QoS data at the cell level for each reporting area. The specific reporting mechanism will be defined by the NCC.ii. Mobil service providers must adhere to the prioritization and Key Performance Indicators (KPIs) established for each reporting area: Priority 1 Areas: Providers must meet KPI targets in all these areas. Priority 2 Areas: Providers must achieve KPI targets in at least 80% of these areas. Priority 3 Areas: Providers must meet KPI targets in at least 70% of these areas.iii. Providers are also required to meet KPI targets at the national level.iv.
Failure to meet the specified KPI targets in any Priority 1, Priority 2, or Priority 3 areas over the last 90 days prior to a KPI assessment will result in regulatory actions by the Commission. ConclusionThere are many provisions of the Rules applicable to mobile service providers in the telecommunication industry. Compliance with the Rules ensure efficient service delivery by the service providers and enhances subscribers’ trust in service providers. This further reiterates the importance of ensuring the ultimate satisfaction of customers or subscribers in line with best international practice.
