Nigeria: NCC to introduce service quality KPIs


The Nigerian Communications Commission (NCC) has said it was set to take drastic measures to tackle the ongoing poor service quality in the telecoms sector.

Executive Vice Chairman of NCC, Dr. Eugene Juwah advised telecoms operators to stop registration of new subscribers as well as suspend promotions with a view to decongesting the network. Juwah pointed out that the primary reason for poor service quality was congestion on the networks.

He specifically told operators who do not have adequate capacity to accommodate increasing number of subscribers to stop new registration, so that they can provide better services to the existing subscribers.

Juwah also assured Nigerians that the commission was not folding its arms adding that a task force to look into the immediate and remote causes of poor service quality was appointed recently.

He said that in the meantime, the commission had been meeting with operators to intimate them of the quality of service indicators observed by the commission and to call operators to order adding that with the new regulation set to be ratified, operators will sit up.

Juwah said the Commission will start penalising operators for poor service as soon as the guidelines and draft regulations that will guide the conduct of the operators are ratified by its Board.

"We want to penalise them and let them take their own initiative. Because if they are paying this money, they will be forced to do something about it. But I don't want to penalise them yet, because there are no rules guiding any penalty currently," he said.

Juwah pointed out that as soon as the regulations are in place, the rules and regulations for quality of service will become law and the KPI index will be measured and operators held accountable based on the KPI measured.

He said the draft regulation that will regulate the operations of telecoms service providers in the country and ensure that operators provide quality of service and are held accountable is expected anytime soon.

He stressed that with the new regulation, operators who offer service below the accepted quality thresholds will be penalised and pay a fine of N5 million in the first instance and N500, 000 for every day that poor service quality subsists until it is rectified.

He reiterated that no operator has been penalised because there was no regulation in place to address the issue.