This is notable due to the fact that it’s the first-ever of such conference to be convened and invariably hosted in Nigeria under the watchful and supporting eyes of the Nigerian Communications Commission (NCC) led by Dr. Eugene Juwah.
It is no doubt that Nigeria’s telecom apex body, the NCC is leading the way for other regulators on the continent of Africa to follow, especially in de-emphasising attention on licensing by channeling its contemporary energy on consumer affairs and how telecom consumers could adapt and absorb the exploration of the already licensed services by their respective providers.
Strengthening consumers trust:With increased presence of regulatory organs across the continent of Africa in the telecommunications sector, numbering over 44, it was very apt for such assemblage in order to strengthen consumers trust and behavour towards the infrastructure deployed thereof.
ITRealms gathered that the Nigerian Communications Commission (NCC) in the discharge of its mandate to protect and promote the interests of telecoms consumers, and in a determined effort to synergize with other telecom regulators in Africa, organized this first annual conference of African Telecom Regulators on Consumer Affairs, between October 17 and 18, 2013, at the Eko Hotel and Suites, Victoria Island, Lagos.
With the theme “Harnessing Regulatory Policies to Protect Telecom Consumers in Africa,” the conference provided a platform for policy makers, regulators, consumers, legislators, operators, and other key stakeholders to discuss the very important issues and problems affecting telecom consumers in Africa.
As expected at the end of the conference, a roadmap to resolving consumer-related issues in Africa was put forward for every regulator to come up with somewhat design that could best serve the interest of their respective country-based telecom consumers considering the uniqueness of every country.
Handful of challenges:There is no gain saying that regulation of telecommunications in Africa has grown faster than most industry watchers expected, hence leaving regulators with handful of challenges to battle with in the terms of regulatory policies parallel to the various interests of stakeholders.
Exploring the theme “Harnessing regulatory policies to protect telecoms consumers in Africa,” stakeholders on the continent took advantage of that to strategise on the roles consumers play in the success of telecoms business on the continent. Just as it is not disputable that continuous growth of the telecom industry has its umbilical cord tied to the loyalty of telecom consumers, so, the interest of consumers should be seen as very significant to the success of telecom business and sector entirely.
In his address to the occasion, the Executive Vice Chairman, Nigeria Communications Commission, Dr. Eugene Juwah, noted that in Nigeria, the regulator had taken the general direction that clearly showed the steps of consumer affairs.
He told ITRealms that in Nigeria, there had always been some well-thought out policies and intervention mechanisms deliberately instituted to grow the industry while protecting, informing and educating the consumers.
Fulfilling CAB objectives:The EVC, ably represented by the Executive Commissioner for Stakeholders Management at NCC, Dr. Okechukwu Itanyi, said the establishment of the Consumer Affairs Bureau (CAB) of the NCC in September 2001 was a unique approach in regulation.
According to him, CAB had been effectively serving as the industry’s watchdog, fulfilling its objectives, stressing that specific programmes embarked upon by CAB include the Telecoms Consumer Parliaments, Consumer Outreach Programmes and Town Hall Meetings.
In addition, he noted that there are other numerous initiatives designed to deepen telecoms services penetration, including the establishment of the Digital Bridge Institute (DBI), the Digital Appreciation Project, Emergency Communication Centre, Advanced Digital Access Programme for Tertiary Institutions, Wireless Cloud Programme and School Access Programme to name but a few.
“As expected, there are a number of regulatory risks that are encountered from time to time. The mindset in dealing with the risks, however, has always been to strike a balance among various, sometimes conflicting interests of affected stakeholders,” he said, describing the demand for bandwidth resources as one of the challenges on the table currently.
As said by him, the demand for broadband has often exposed regulators to huge challenges, specifically in the area of extending the few single submarine cable landing points across the surrounding areas of the country.
Developing implementation strategies from broadband plan:He said that NCC has been developing a parallel broadband implementation strategy derived from the National Broadband Plan. Pointing out that the strategy is envisioned to encourage investment in infrastructure as well as offer consumers access to digital information as part of their fundamental human rights.
The NCC boss equally noted that the allocation of scarce resources and increasing need for collaboration with other regulatory agencies as some of the emerging challenges cannot be over-emphasised.
On dispute resolution, he disclosed to ITRealms that dealing with conflicts among stakeholders often poses serious regulatory challenges, citing for instance in the cases of the conflict between service providers and the consumers. Adding that for these type of cases, NCC provides second level support to the consumers, which facilitates complaint resolution with service providers.
“However, in situations where resolutions of conflict are not easily achieved, NCC provides further options for consumers to redress their cases. Apart from training workshops organised for judges handling Information and Communications Technology cases, there is also alternative dispute resolution option open to the consumers,” he said.
Elucidating that the growth NCC envisaged for the sector could only come upon successful deliberations on how to bring better regulation for the benefits of the consumers. He urged stakeholders for closer examination of some consumer-related concerns in peculiar African countries. Just as he further outlined some of these issues as customer care and quality of service; physically challenged persons and services provisioning, promotion and lottery, dispute resolution, monitoring compliances, enhancing consumer awareness through information dissemination and education, consumer data protection and consumer rights among others.
For the Director, Legal and Regulatory Services Department at NCC, Ms. Josephine Amuwa, the ICT industry remains one of the most vibrant and dynamic global markets and regulation as always is required as a tool for social and economic development.
Contribution to telecoms:
“In Nigeria, with the liberalisation and privatisation of the telecommunications sector, the contribution of telecoms to the society is felt in all areas of the economy. Regulation is a necessary mechanism in the industry to prevent market failure, foster effective competition, protect consumer interests and increase access to technology and services,” she said, observing that regulators must balance public interest of consumers, states and federal governments, ministries of government, legislators, operators, so as to effectively play their roles.
Regulation, she said, is absolutely necessary to make certain that there is orderliness in the sector and that services are rendered to consumers in the most efficient and equitable manner. Ms Amuwa described an effective regulator, as one that ensures credible market entry, compliance with and enforcement of existing regulations and order in the industry.
“To carry out its mandate, the regulator must be structurally and financially independent. This will help to avoid market failure, foster effective competition, protect consumer interests and increase access to technology and services,” she submitted, noting that regulators main headache within Africa should be to adopt the most suitable regulatory approach to serve the interests of the people and economy of their respective countries, maintaining that adopted approach should be seen as promoting the long-term interests of consumers and the efficiency as well as competitiveness of services within the region.
South Africa experience:
The General Manager, Consumer Affairs, Independent Communications Authority of South Africa, Mr. Phosa Mashangoane, in a presentation entitled, “The Regulation in the Public Interest – A Pan African Perspective,” stated that the theory of public interest was rooted in the perception that the government must step in to regulate markets in instances, where markets were unable to regulate themselves.
Consumer affairs, Mr. Mashangoane told ITRealms, must been seen as a coordinated structure among many telecoms regulators, providing a crucial service to the consumers. Declaring, “The function of consumer affairs in the telecom regulators is to protect consumers, including persons with disabilities and the elderly citizens. Consumer affairs unit uses the regulator’s consumer protection regulations to ensure that the operators in the ICT industry provide quality service that is accessible, available, reliable and affordable.”
Stakeholder voices:
There were remarks from chairman, House Committee on Communications, chairman, Association of Licensed Telecom Operators of Nigeria (ALTON) Mr. Gbenga Adebayo, Association of Telecom Companies of Nigeria, Mr. Lanre Ajayi, while the Head of CAB at NCC Dr. J.O. Atoyebi gave the vote of thanks, even as the President of the Nigeria Internet Registration Association (NIRA) Mrs. Mrs. Mary Uduma shared her views on ‘Striking a balance between regulating services and technologies - a populist view.
As part of the event, there was a roundtable discussion on “How multiple regulation impacts telecom expansion and penetration with discussants drawn from regulators from Nigeria, Kenya, Cameroun, Algeria, Zambia, whereas the chief executive of OpenMedia, Dr. Ernest Ndukwe dwelt on Consumer-centric regulation for the benefit of the Africa Telecom Consumers to wrap-up the first day followed with the African night for all participants.
The second day, however began with paper presented by the Director, Policy Competition and Economic Analysis, Mrs. Lolia Emakpore, on “Promos, quality of service and the interest of the consumer in a deregulated industry.” in addition to a presented on “Regulating for the good of the consumer; the legal imperatives” by Paul Usoro, SAN, before the communiqué and follow-up announcement were taken by Dr. Atoyebi.
NATCOMS thumbs up for NCC:
National President, National Association of Telecom Subscribers (NATCOMS) Chief Deolu Ogunbanjo told DigitalSENSE Business News that the first annual conference of African Telecommunications Regulators on Consumers was quite commendable as Nigeria, as usual took the first step in organizing African Regulators to realise the fact that Consumer is King.
The Nigerian Communications Commission has again taken the initiative to lead other African nations in bringing to focus the importance of consumers and regulation through this conference.
Summary:
As stakeholders look forward to the 2014 edition of CATCO, the role of NCC as a leading light among African Telecom Regulators cannot be overlooked, therefore, its commendable that Nigeria, through the NCC could successfully pioneer this event, which most stakeholders agreed encourages even development of regulatory policies and sharing of knowledge to make the continent better despite all the odds.
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