MTN Nigeria has opened its data billing and network operations to public scrutiny in a move aimed at addressing persistent consumer complaints about rapid data depletion and improving customer trust.
Speaking at a public engagement session tagged “Data on Trial” in Lagos on Saturday, Tobe Okigbo, MTN’s chief corporate services and sustainability officer, said the initiative would allow customers and stakeholders to independently examine how data is consumed and billed on the network.
Okigbo explained that the exercise was designed to determine whether customer complaints stem from genuine system issues, user misconceptions, or a lack of understanding about data consumption patterns.
He noted that MTN had adopted a similar approach in the past when subscribers complained about unauthorized value-added service deductions, leading to reforms that restored customer confidence.
“We want Nigerians to tell us what is wrong, ask questions, and help us identify issues so that we can collectively find solutions,” he said.
According to him, the engagement will be streamed live to enable consumers across the country to participate and seek clarification on data billing practices.
Mike Ndukwe, MTN’s general manager, network quality dismissed claims that telecom operators arbitrarily deduct customers’ data. He explained that data is consumed through activities such as video streaming, website browsing, downloads, app updates, cloud backups, and hotspot connections.
Using TikTok as an example, Ndukwe said high-definition videos consume significantly more data than standard-definition content, while background applications can also drain data without users noticing.
He added that faster technologies such as 4G and 5G often result in higher data consumption because they support richer content and faster downloads.
Ndukwe advised subscribers to monitor device settings, reduce video quality where necessary, and limit background app activity to better manage their data usage.
He further stated that MTN’s billing systems are based on internationally recognized standards and undergo periodic audits by the Nigerian Communications Commission (NCC) and independent assessors.
Also speaking, Asura Mshelia, general manager, network services said network performance depends on several interconnected systems, including base stations, transmission links, switching centres, and internet gateways.
He identified vandalism, fibre cuts, equipment faults, and power outages as major challenges affecting service delivery and network quality across the country.
Mshelia urged Nigerians to protect telecommunications infrastructure, noting that attacks on network facilities often lead to widespread service disruptions affecting millions of subscribers.
The company said the initiative is part of efforts to improve transparency, address consumer concerns, and strengthen trust between telecom operators and customers.