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 Rules
a. Minimum Quality Standards
The Rules set minimum service quality standards that telecommunications providers must meet, establishes a baseline for consumer protection and promotes fair competition.
b. Measurement and Assessment
To 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 KPIs
a. Wireline Services KPIs
For fixed wireline services, the following KPIs have been established:
i. Disconnection Complaint Rate
Less than 0.002% of customers should complain about disconnections during the reporting period.
ii. Resolution Time
Disconnection complaints must be resolved within one working day on average.
iii. Fault Report Rate
Like disconnection complaints, this should also be below 0.002%.
iv. Fault Repair Time
Faults must be repaired within two working days on average.
v. Service Supply Time
Service should be supplied within five working days on average.
b. Account Complaint KPIs
Specific KPIs for account-related complaints include:
i. Charging Issues
Incorrect line rental charges must be resolved within five days; multiple charges for the same service must be addressed within one hour.
ii. Failed Transactions
Recharge failures due to network issues should be resolved within three hours. Software-related issues must be addressed within one hour.
iii. Miscellaneous Complaints
The Rules cover additional complaints such as:
i. Unsolicited Messages
Subscribers must be able to opt out of unsolicited messages.
ii. Recharge/ Bill Payment Timeliness
Mobile 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 Protocols
Internet 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 List
This 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 Areas
The reporting areas are categorised into three priority groups, which determine the level of scrutiny and requirements for mobile service providers:
i. Priority 1 Areas
High 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 Areas
Moderate 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 Providers
i. 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.
Conclusion
There 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.
