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By Chinenye Anuforo
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The 94th edition of the Telecoms Consumer Parliament (TCP) held in Lagos recently brought together key industry stakeholders, academics, and innovators to deliberate on one of Nigeria’s most persistent telecom challenges, data depletion.
Organized by the Nigerian Communications Commission (NCC) under the theme; “Improving Quality of Experience through Smarter Data Management,” the session sought practical solutions to enhance transparency, user education and consumer confidence in data usage.
Opening the discussion, Mrs. Freda Bruce-Bennett, Director of Consumer Affairs Bureau at NCC, highlighted the crucial role of data in Nigeria’s digital economy.
“Nigeria today has about 140 million internet subscribers, consuming roughly 1.1 million terabytes of data monthly, an average of 7GB per user. As the UN Deputy Secretary-General, Amina Mohammed, once noted, “access to data is access to opportunity; its depletion is exclusion in disguise”, she said.
She noted that while data depletion ranks among the top ten consumer complaints in the telecom sector, independent audits by Tier-1 firms confirmed that service providers’ billing systems remain accurate. “The issue is not wrong deductions,” she explained, “but helping consumers understand and manage their data smarter.”
Representing MTN Nigeria, Ms. Oyeronke George, Go-to-Market, Brand & Communications Manager, said the company’s smart data management campaigns have improved awareness and reduced complaints.
“We have recorded a significant drop in complaints and an increase in understanding about data usage,” she said. “Our next step is to scale up ensuring that even rural users benefit from our education campaigns through radio, SMS, IVR, and social media.”
From Airtel Nigeria, Mrs. Blossom Isika, Head of Customer Centre Operations, agreed that the campaigns have been impactful but called for more consumer engagement.
“To deepen the campaign’s reach, operators should simplify educational materials, organize regular consumer forums, and provide flexible, transparent data plans,” she said. “We are also introducing digital data calculators to help customers monitor their usage and make informed decisions.”
Globacom’s National Head of Implementation, Engr. Oluwadamilola Makinde, identified transparency and perceived unfair deductions as key consumer pain points.
“To address these, we are promoting consumer education and offering realistic data plans that fit users’ budgets,” he explained. “Proactive engagement helps build trust and reduce frustration.”
Chiechefulam Ikebuiro, Media Planning & Management Specialist at T2 Nigeria said, “Customers often receive vague messages like ‘You have used 100MB’ without knowing which app consumed it,” he said. “We are improving our systems to provide detailed usage breakdowns. We are also training our support teams to handle complaints with empathy so customers feel heard.”
From an academic standpoint, Professor Olayinka David-West, Dean of Lagos Business School, emphasized the importance of understanding consumers’ behavior.
“By the time customers complain, the damage is already done,” she said. “Operators need to segment their audiences demographically and behaviorally, using analytics to anticipate needs and personalize experiences. That’s how to build long-term trust.”
Adding a tech innovation angle, Engr. Oluwadamilola Adams, Founder of Social AR Africa, stressed the need for telecoms to adapt to younger audiences.
“Young people want seamless experiences, from purchase to usage,” he said. “Telcos must integrate AI-driven support systems, leverage platforms like WhatsApp and TikTok, and involve youths in testing new products. Communication must meet users where they already are.”
Drawing from research conducted for the NCC, Professor David-West revealed that while operators are improving technically, communication gaps persist.
“Our survey of 4,000 users showed that 91% believe their data depletes too quickly,” she said. “This perception gap must be addressed through clearer explanations, affordability, and user education. Inclusion is not just about access it’s about understanding.”
In her closing contribution, Isika of Airtel advised consumers to adopt smarter habits in managing data: restrict app updates to Wi-Fi only, secure personal hotspots, set data limits on devices, lower video streaming resolution, and download rather than stream repeatedly.
Closing the session, Mrs. Bruce-Bennett commended the panelists for their insights and reaffirmed the NCC’s commitment to protecting consumers through education and collaboration.
“The message is clear. Smarter data management, transparency, and continuous consumer education are key to improving user experience and sustaining trust in Nigeria’s digital ecosystem”, she pointed out.
With over 140 million internet users, Nigeria’s telecom landscape continues to evolve. But as this Consumer Parliament made clear, the future of connectivity lies not just in speed and technology, but in understanding and empowering the consumer behind every click.
