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NCC directs telecom operators to compensate subscribers for poor network service

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The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to provide compensation to subscribers whose network quality of service experience is below specified targets within certain locations.

In a statement signed by the NCC Head, Public Affairs Department, Nnenna Ukoha, on Sunday, the commission noted that its position is that subscribers should not be made to bear the full burden of service disruptions where operators fail to meet prescribed standards of service delivery.

The NCC explained that service providers breached the quality of service during network disruption, insisting that poor quality of service recorded within specified time frames must be compensated by the MNOs.

“Under this directive, erring operators will compensate affected users directly for breaches of Quality of Service (QoS) Key Performance Indicators (KPls). Mobile Network Operators (MNOs) shall be required to pay these compensations for instances of poor quality of service recorded within specified time frames.

“The compensation will be provided in the form of airtime credits, calculated based on subscribers’ average spending patterns and their presence within Local Government Areas where service failures occur,” the statement read.

According to the NCC, the directive is rooted in the commission’s broader regulatory philosophy that places the consumer at the centre of Nigeria’s telecommunications ecosystem.

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The commission reiterated the importance of telecommunications services in today’s contemporary world, saying it underpins economic activity, social interaction, and access to digital opportunities.

The commission explained that while poor service affects communications and economic and commercial activities, it must adopt a consumer-focused approach to strengthen accountability within the communication industry.

“When service quality is poor, the consequences affect productivity, commercial activities, and even public confidence in our communications system.

“While regulatory fines have traditionally served as a deterrent against poor service delivery, the Commission is adopting a more consumer-focused approach that strengthens accountability within the industry,” the NCC stated.

Enforcement

The commission stated that it has designed the measure to complement existing and ongoing efforts to strengthen service quality monitoring and enforce performance standards.

Additionally, the NCC said its directive that mandates MNOs to compensate consumers also affects Tower Companies, asking them for the compensation and other NCC fines in their investment.

“The commission is also mandating Tower Companies, which own the critical infrastructure for Quality of Service delivery, such as masts, to invest in infrastructure with measurable outcomes using sums that it has fined these companies, in addition to other financial fines the Commission will deem appropriate.”

ALSO READ: NCC declares “state of emergency” on quality of mobile network service

NCC noted that it will continue to reinforce the obligation of operators to invest consistently in network resilience, capacity expansion, and infrastructure upgrades to meet the growing demand for telecommunications services.

The commission further stated it plans to deploy regulatory tools that promote fairness, transparency, and accountability across the sector, ensuring that every subscriber receives the quality of service they deserve while sustaining a telecommunications industry capable of powering Nigeria’s digital future.

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Enterprise Life Exceeds Recapitalisation Requirement, Rules Out Merger Plans

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Enterprise Life Assurance (Nigeria) Limited has announced that it has fully met the recapitalisation requirements set by regulators and will not pursue any merger or acquisition as part of its growth strategy.

Managing Director and Chief Executive Officer, Nelson Akerele, disclosed this recently in Lagos that the company’s paid-up share capital has risen to over N18.7 billion,  surpassing the minimum capital requirement.

According to him, the company’s parent group in Ghana bridged the capital gap, while PricewaterhouseCoopers (PwC) has been appointed to carry out capital verification.

Akerele said the insurer intends to leverage its strengthened capital position to expand market opportunities, increase capacity and deepen customer partnerships as the industry moves into the post-recapitalisation era.

On Post-Recapitalisation Growth, he said the company is positioning itself for growth through digital innovation after successfully meeting recapitalisation requirements.

He noted that  the company has operated as a digital-first insurer since its inception five years ago and plans to deepen technology adoption across its operations.

He noted that the insurer is partnering with insurtech firms and other technology-driven organisations to expand distribution channels and improve customer experience.

Akerele said the company’s digital strategy aligns with the regulator’s push for greater digitalisation in the insurance sector and will provide a competitive advantage in the evolving market.

The post Enterprise Life Exceeds Recapitalisation Requirement, Rules Out Merger Plans appeared first on Business Today NG.

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FCCPC threatens sanctions, warns marketers over petrol price cuts

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The Federal Competition and Consumer Protection Commission (FCCPC) has expressed concern that consumers have yet to benefit fully from the recent decline in global crude oil prices, warning that it will sanction businesses found to be exploiting buyers in the downstream petroleum sector.

The commission states that findings from its ongoing surveillance of the downstream petroleum market show that price reductions by local refiners, marketers, depot operators, and retail outlets have not been commensurate with the sharp drop in global crude oil prices.

Tunji Bello, the Executive Vice Chairman and Chief Executive Officer of the FCCPC, disclosed this in a statement issued on Sunday. Mr Bello clarified that while the commission does not regulate or approve petroleum prices in Nigeria’s deregulated downstream market, it is mandated under the Federal Competition and Consumer Protection Act (FCCPA) 2018 to promote competition, prevent anti-competitive conduct, and protect consumers from unfair, deceptive, and exploitative business practices.

“To be clear, the commission does not regulate or approve petroleum prices in a deregulated downstream market,” he stated. “Our responsibility under the Federal Competition and Consumer Protection Act 2018 is to promote competitive markets, prevent anti-competitive conduct, and protect consumers from unfair, deceptive, and exploitative business practices.”

Mr Bello noted that the commission is concerned that while marketers often increase pump prices immediately in response to rising crude oil prices, there is a significant delay in consumers benefiting when prices decline. “We are concerned that while dealers often respond swiftly by hiking pump prices whenever crude prices rise, it is curious that it takes so long for consumers to benefit significantly when crude prices fall. Competitive markets must work fairly in both directions,” Mr Bello added.

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According to the commission, crude oil prices have fallen to approximately $73 per barrel, following the ceasefire between the United States and Iran and the reopening of the Strait of Hormuz—down from a peak of $120 per barrel in April. It added that global crude prices have since returned to February levels.

The FCCPC noted that the earlier spike in crude prices prompted local refiners and marketers to increase petrol prices nationwide to between ₦1,350 and ₦1,500 per litre, while diesel sold for approximately ₦2,000 per litre during hostilities between April and May.

READ ALSO: FCCPC, NTDA to bolster consumer protection, tourism standards

It reported that petrol sold for between ₦800 and ₦900 per litre in February but currently averages about ₦1,200 per litre nationwide, although some local refiners have reduced their ex-depot prices to between ₦1,025 and ₦1,075 per litre.

While acknowledging that domestic fuel prices are influenced by factors such as refining costs, foreign exchange movements, logistics, financing, and distribution expenses, the commission stated that competitive market dynamics should have enabled consumers to benefit more quickly from the decline in global crude prices.

Mr Bello warned that market liberalisation does not diminish the obligation of businesses to compete fairly or the right of consumers to fair treatment. “Where credible evidence indicates conduct that undermines competition, exploits consumers, or otherwise contravenes the Federal Competition and Consumer Protection Act, the commission will investigate and take appropriate enforcement action,” he noted.

He urged consumers to continue reporting suspected anti-competitive conduct, misleading pricing practices, and other forms of unfair market behaviour via the commission’s established complaint channels.


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