NCC Slams N1.17bn Penalty on ETISALAT, Globacom over Poor Quality of Service

Posted on 11/06/2012

NCC Slams N1.17bn Penalty on ETISALAT, Globacom over Poor Quality of Service

Four Nigerian mobile service providers, MTN Nigeria, Etisalat, Airtel and Globacom are to pay a cumulative sum of N1.17 billion penalty for the poor quality of services rendered to their different subscribers in the months of March and April 2012.

The details of the penalties already communicated to the different operators indicate that MTN Nigeria Communications and Etisalat, will pay the sum of N360 million each while Airtel is to pay the sum of N270 million. Globacom attracted a penalty in the sum of N180 million.

All the operators are to pay the penalties on or before May 21, 2012 or be liable to payment of additional N2.5 million per day for as long as the contravention persists.

The penalties are as a result of the contravention of the provisions of the Quality of Service Regulations by the Nigerian Communications Commission as the operators failed to meet with the minimum standard of quality of service including the Key Performance Indicators, KPIs.

The Commission has in line with the provisions of the regulation, monitored the performance of the operators on the different parameters as provided and the result showed that the service providers are in contravention of the provisions.

Paragraph 13 & Schedule 3 Paragraph 2 of the Quality of Service Regulation 2012, provides that any company which contravenes this provision will be liable to pay fine as follows:

1: The sum of N15 million for each parameter for a service contravened in the month of March, 2012.

2: A further sum of N2.5 million (two million five hundred thousand naira only) for each parameter for a service for each day the contravention continued throughout the month of April, 2012.

Monitoring of the quality of service from the different operators in the months of March and April 2012, are as indicated in the tables below:

MARCH & APRIL 2012 MTN QoS KPI SUMMARY SHEET

KPI	CSSR	CDR	HoSR	SDCCH	CCR	TCH CoNG.
MONTH	MARCH’ 12	MARCH’ 12	MARCH’ 12	MARCH’ 12	MARCH’ 12	MARCH’ 12
MONTH	97.07	1.33	95.14	0.58	95.78	1.33
MINIMUM THRESHOLD	≥98%	≤2%	≥98%	≤0.2	≥96%	≤2%

KPI	CSSR	CDR	HoSR	SDCCH	CCR	TCH CoNG.
MONTH	APRIL’ 12	APRIL’ 12	APRIL’ 12	APRIL’ 12	APRIL’ 12	APRIL’ 12
MONTH	96.42	1.41	94.67	0.61	95.20	0.89
MINIMUM THRESHOLD	≥98%	≤2%	≥98%	≤0.2	≥96%	≤2%

MARCH & APRIL 2012 AIRTEL QoS KPI SUMMARY SHEET

KPI	CSSR	CDR	HoSR	SDCCH	CCR	TCH CoNG.
MONTH	MAR’ 12	MAR’ 12	MAR’ 12	MAR’ 12	MAR’ 12	MAR’ 12
MONTH	97.39	0.86	96.64	0.58	96.56	0.54
MINIMUM THRESHOLD	≥98%	≤2%	≥98%	≤0.2	≥96%	≤2%

KPI	CSSR	CDR	HoSR	SDCCH	CCR	TCH CoNG.
MONTH	APRIL’ 12	APRIL’ 12	APRIL’ 12	APRIL’ 12	APRIL’ 12	APRIL’ 12
MONTH	97.48	0.92	96.33	0.47	96.59	0.55
MINUMUM THRESHOLD	≥98%	≤2%	≥98%	≤0.2	≥96%	≤2%

MARCH & APRIL, 2012 ETISALAT QoS KPI SUMMARY SHEET

KPI	CSSR	CDR	HoSR	SDCCH	CCR	TCH CoNG.
MONTH	MAR’ 12	MAR’ 12	MAR’ 12	MAR’ 12	MAR’ 12	MAR’ 12
MONTH	98.04	1.21	92.98	1.32	96.94	1.34
MINIMUM THRESHOLD	≥98%	≤2%	≥98%	≤0.2	≥96%	≤2%

KPI	CSSR	CDR	HoSR	SDCCH	CCR	TCH CoNG.
MONTH	APR’12	APR’12	APR’12	APR’12	APR’12	APR’12
	97.80	1.32	92.90	2.25	96.61	1.38
MINIMUM THRESHOLD	≥98%	≤2%	≥98%	≤0.2	≥96%	≤2%

MARCH & APRIL 2012 GLOBACOM QoS KPI SUMMARY SHEET

KPI	CSSR	CDR	HoSR	SDCCH	CCR	TCH CoNG.
MONTH	MARCH’ 12	MARCH’ 12	MARCH’ 12	MARCH’ 12	MARCH’ 12	MARCH’ 12
MONTH	98.33	1.13	97.73	0.39	97.44	1.09
MINIMUM THRESHOLD	≥98%	≤2%	≥98%	≤0.2	≥96%	≤2%

KPI	CSSR	CDR	HoSR	SDCCH	CCR	TCH CoNG.
MONTH	APRIL’ 12	APRIL’ 12	APRIL’ 12	APRIL’ 12	APRIL’ 12	APRIL’ 12
MONTH	98.02	1.17	97.67	0.39	97.45	1.09
MINIMUM THRESHOLD	≥98%	≤2%	≥98%	≤0.2	≥96%	≤2%

In the letter communicating the penalties to the different operators, signed by the Director, Legal and Regulatory Services, Ms. Josephine Amuwa, and the Head of Compliance Monitoring and Enforcement, Engr. Ubale Maska, the Commission said that “ it had noted the performances in the months of January and February 2012 as being below the specified thresholds, however, for the purpose of enforcement of the new Quality of Service Regulations, the Commission had taken these periods as grace period.”

The current penalties signal a new regime of quality of service management in the Nigerian telecommunications industry as promised by the leadership of the Commission under Dr. Eugene Juwah.