NCC to Sanction MTN, Glo, Airtel for Poor Services


Worried by the increasing and persistent cases of poor service delivery, the Nigerian Communications Commission (NCC) has again, threatened to sanction the three major telecoms operators - MTN Nigeria, Globacom and Airtel Nigeria - if at the end of next month, the quality of service does not improve on their various networks.

The NCC, in a statement last Tuesday, also threatened to stop the three major operators from further sale of subscriber identification module (SIM) cards by the end of November this year, if they fail to measure up to  the key performance indicators (KPI) set by the NCC to improve quality of service.

The three operators have been issued a 30-day deadline, effective from November 1, 2011, to reverse the ugly trend. Any new SIM card sold, or additional subscriber added to the network in contravention of the directive, will attract a penalty of N1million per subscriber. The commission also said that after the expiration of the 30-day ultimatum, it would strictly enforce the impending directive, which if contravened, would attract a penalty of N5 million and additional N500, 000 per day that such contravention persists.

The warning and deadline notices are sequel to a dismal performance by the three operators on quality of service from the result of an independent monitoring exercise carried out by the commission across the country.
The exercise showed that all the three operators failed to measure up to four key performance indicators that are crucial for quality of service improvements as set by the commission.

Consequently, the commission has notified the three operators of its intention to issue a directive that with effect from November 30, 2011, any of the operators that fail to meet the targets would be barred from further sale of its SIM cards or addition of any new subscriber to its network.
According to NCC’s Head, Media and Public Relations, Mr. Reuben Muoka, failure of any of the operators to meet the quality of service targets from November 30, 2011 would attract a fine of N500, 000 for every month of failure.

“It is not in doubt that the customer experience on your network has been far from satisfactory, especially as the commission has been inundated with complaints from various subscribers on this matter,” the commission said in the correspondence to the three respective operators.

It expressed concerns that the operators were not doing enough to reverse the trend of unacceptable quality of service which had persisted for too long. The KPI measured by the commission included Call Set Up Success Rate, Call Completion Rate, Stand Alone Dedicated Control Channel and Handover Success Rate.

Telecoms subscribers have over the years, suffered from poor quality of service ranging from incessant drop calls, poor voice clarity, inability to make successful calls, to inability to recharge phones, among others.

The issue of poor quality of service cuts across the networks, and the NCC had warned the operators to improve. But the warning did not cut any ice among the operators.
Although the telecoms operators have been blamed for poor quality of service, they have in some form, exonerated themselves from blame, shifting it to wilful destruction of their facilities by persons within and outside the sector.