In Congo, 48.31% of consumers are unhappy with the mobile Internet services provided by telecom operators MTN and Airtel. This finding comes from the “Satisfaction Survey on Postal and Telecommunications Services” released last week by the Agency for the Regulation of Posts and Electronic Communications (ARPCE). The survey collected responses from around 12,000 consumers.

The ARPCE report stated, “The main complaints from respondents include network and connection issues, along with concerns about quickly running out of credits or packages, whether for calls and SMS (27.92% and 37.69%) or mobile Internet service (35.33% and 30.59%).”

Moreover, 54.23% of those surveyed feel that the prices for mobile Internet services are either “expensive” or “too expensive.” The report notes that 52.15% of respondents consider the overall quality of mobile Internet service to be “good.” Among telecom operators, 40.86% of MTN users and 33.4% of Airtel users rated the quality of services as “average.”

In August, ARPCE issued warnings to MTN and Airtel for failing to meet quality and availability standards. This action comes as the Congolese government launches initiatives to enhance the quality and coverage of telecom services as part of its digital transformation goals. As of December 31, 2023, Congo had 3.4 million mobile Internet subscribers, with a penetration rate of 59.7%, according to the telecom regulator.

In a study published in January 2024, the World Bank highlighted that improving the quality of connectivity services can lead to greater digital inclusion for the population. The institution noted that digital inclusion positively impacts job creation and poverty reduction. For example, in Nigeria and Tanzania, extreme poverty fell by about 7% after three years or more of access to Internet coverage, while participation in the labor market and salaried employment increased by up to 8%.