Internet access is essential for economic and social activities like online education, e-commerce, and remote work. Poor connectivity and frequent outages hinder growth and productivity. Reliability and consistency from service providers are crucial to support these activities in today’s digital-driven world.

Nigeria’s Competition and Consumer Protection Commission (FCCPC) launched an inquiry into telecoms giant MTN Nigeria following consumer complaints about poor service quality. The investigation scheduled for December 3 to December 5, was announced in a release dated December 1. It requires MTN to provide information to help resolve the issues.

The FCCPC’s statement emphasized its commitment to protecting consumer rights and ensuring fair market practices. The inquiry is conducted under the Federal Competition and Consumer Protection Act (FCCPA) 2018, which allows the FCCPC to investigate actions that infringe on consumer rights or disrupt market fairness.

MTN is facing widespread customer dissatisfaction, including ongoing service outages and deteriorating internet connection quality. The FCCPC plans to question MTN about the company’s data services, including concerns over unexplained depletion and poor customer care.

The telco currently holds 51.09% of the market share, according to data from the Nigerian Communications Commission, making it the dominant player in Nigeria's telecommunications industry. As the leading telecom provider, MTN's performance significantly impacts the market. Any service disruptions or issues related to customer satisfaction could affect a large portion of Nigeria's population, potentially leading to broader economic consequences.

Hikmatu Bilali

Editing by Sèna de Sodji