The Federal Competition and Consumer Protection Commission (FCCPC) of Nigeria has initiated an investigation into the telecommunications giant MTN Nigeria following numerous consumer complaints regarding poor service quality.
In a statement released this week, the FCCPC announced that the investigation would be conducted from December 3 to December 5. During this period, MTN Nigeria is required to provide information to assist the FCCPC in addressing and resolving these issues.
FCCPC’s press release stated;
MTN will be required to appear before the Commission on designated days to provide information and responses to enable the Commission to make determinations and resolve pending issues promptly.
The FCCPC reiterated its commitment to protecting consumer rights and ensuring fair market practices. The investigation is being carried out under the Federal Competition and Consumer Protection Act, which empowers the commission to examine actions that violate consumer rights and disrupt market fairness.
MTN Nigeria has been facing ongoing service outages and a decline in internet connection quality, which have hindered customers’ online activities. The company reported a significant loss of $313 million in the first half of 2024, attributed to foreign exchange losses caused by high inflation and the depreciation of the naira.
Additionally, MTN claims it is owed $150 million by Nigerian banks for USSD services, which has affected its ability to maintain its network. MTN CEO Karl Toriola has called for an urgent adjustment in data pricing, warning that without this change, the company may be forced to cease operations.
There should be no delusion; if the tariff doesn’t go up, we will shut down.
Karl Toriola, MTN CEO
As part of the investigation, the FCCPC plans to question Toriola about ongoing concerns related to MTN’s data services, including alleged unexplained data depletion and inadequate customer care. The FCCPC has also encouraged consumers to report instances of poor service and unethical practices through its official channels.
