…Operator launches “Data on Trial” initiative, inviting subscribers to scrutinise data usage and billing processes in a bid to rebuild trust.
MTN Nigeria has opened its data billing and network operations to public scrutiny as part of a new initiative aimed at addressing persistent consumer complaints over rapid data depletion and strengthening customer confidence.
The telecom operator announced the initiative, tagged “Data on Trial,” during a press conference in Lagos, saying it would give subscribers and stakeholders an opportunity to independently examine how data is consumed and billed on its network.
The programme is designed to allow customers to engage directly with MTN’s technical teams, ask questions about data usage, and raise concerns regarding billing practices.
Speaking at the event, Tobe Okigbo, Chief Corporate Services and Sustainability Officer of MTN Nigeria, said the initiative was intended to determine whether the complaints stem from technical issues, customer misconceptions, or gaps in consumer education.
“We want Nigerians to tell us what is wrong, ask questions and help us identify issues so that we can collectively find solutions,” Okigbo said.
According to him, trust remains a critical component of the telecommunications industry, particularly as consumers increasingly rely on digital services for work, business, education and entertainment.
He recalled that MTN adopted a similar transparency-driven approach several years ago when subscribers complained about unauthorised value-added service subscriptions and deductions. The company subsequently suspended affected services, subjected its systems to regulatory reviews and introduced reforms that helped restore customer confidence.
Okigbo noted that the “Data on Trial” sessions would also be streamed live to enable participation from subscribers across the country.
Providing further insight, Mike Ndukwe, MTN’s General Manager for Network Quality, dismissed allegations that telecom operators arbitrarily deduct customer data.
According to him, most data consumption occurs through normal digital activities such as video streaming, social media usage, app downloads, cloud backups and background processes running on smartphones and other connected devices.
Using TikTok as an example, Ndukwe explained that high-definition video streaming consumes substantially more data than standard-definition content. He added that features such as autoplay videos, automatic app updates, hotspot sharing and cloud synchronisation often use data without users immediately noticing.
He also pointed out that the widespread adoption of 4G and 5G technologies has increased data consumption because faster internet speeds encourage higher-quality content delivery and more intensive online activity.
To help subscribers better manage their data usage, Ndukwe advised users to reduce video streaming quality, limit background app activity and regularly monitor device settings.
Addressing concerns about billing accuracy, Ndukwe said MTN’s data usage measurements are based on globally accepted standards and verified billing systems.
He explained that differences can sometimes arise because customer devices, network systems and billing platforms often record data usage at different transmission stages.
According to him, MTN’s billing systems undergo periodic audits by the Nigerian Communications Commission (NCC) as well as independent assessors to ensure transparency and compliance with industry standards.
The initiative comes amid growing pressure on telecom operators to address customer concerns over data consumption and billing practices.
The Nigerian Communications Commission has recently directed operators to improve transparency and provide clearer information on how subscribers consume data.
As part of these efforts, telecom operators now issue daily reports showing customers how much data they used the previous day. Operators are also exploring the deployment of data-calculator tools that will allow subscribers to track and better understand their data usage patterns.
Industry observers say MTN’s decision to open its systems to public scrutiny represents one of the most direct attempts by a telecom operator to address the long-running debate over data depletion and rebuild customer trust through greater transparency.
