MTN Nigeria has thrown open its data billing and network operations to public examination in a move aimed at addressing persistent complaints from subscribers over alleged data depletion and strengthening customer confidence in its services.
The telecom operator said the initiative, known as “Data on Trial,” would provide Nigerians with an opportunity to independently assess how data is consumed and billed on its network while allowing customers to engage directly with the company’s technical experts and raise concerns.
Speaking at a press conference in Lagos, MTN Nigeria’s Chief Corporate Services and Sustainability Officer, Tobe Okigbo, said the exercise was designed to determine whether the complaints were the result of technical issues, customer misunderstandings, or a need for greater consumer education.
Okigbo recalled that MTN had adopted a similar approach in the past when subscribers complained about unauthorised value-added service subscriptions and deductions. According to him, the company responded by suspending the affected services, subjecting its systems to regulatory scrutiny, and implementing corrective measures that helped rebuild customer trust.
He said MTN was encouraging Nigerians to openly identify perceived problems, ask questions, and contribute to finding practical solutions. He stressed that trust remains essential in the telecommunications industry, noting that consumers are more willing to embrace digital services when they understand how billing systems operate and how charges are calculated.
Okigbo further disclosed that the public engagement session would be streamed live to enable broader participation from subscribers and stakeholders across the country.
Also speaking on the initiative, MTN’s General Manager for Network Quality, Mike Ndukwe, rejected claims that telecom operators arbitrarily deduct customers’ data. He explained that most data consumption results from routine digital activities such as video streaming, application usage, file downloads, and background processes running on mobile devices.
Using TikTok as an example, Ndukwe noted that streaming high-definition videos consumes significantly more data than standard-definition content. He added that features such as autoplay, cloud backups, hotspot sharing, and background application updates can also contribute to rapid data consumption without users immediately noticing.
According to him, the expansion of 4G and 5G networks has further increased data usage, as faster internet speeds encourage the delivery of higher-quality content and greater online activity.
Ndukwe advised subscribers to manage their data more effectively by reducing video quality settings, limiting background applications, and regularly monitoring their device configurations. He also explained that data usage is measured through globally accepted standards and verified billing systems, noting that differences may sometimes arise because customer devices, network infrastructure, and billing platforms record usage at different stages of data transmission.
He added that MTN’s billing systems undergo periodic audits by the Nigerian Communications Commission and independent assessors to ensure compliance and transparency.
The development comes amid increasing pressure on telecommunications operators to address growing consumer concerns over data depletion. Industry players have been exploring various solutions, while the telecom regulator has pushed operators to demonstrate greater transparency in their billing processes.
As part of ongoing measures, telecom companies now provide subscribers with daily reports detailing their previous day’s data usage. Operators are also considering the introduction of data-calculation tools that would allow customers to track and better understand how their data is consumed on a daily basis.
