MTN Opens Data Billing to Public Review

MTN Nigeria has launched a transparency initiative aimed at addressing concerns about data consumption and billing by allowing the public to scrutinise its network operations.

Speaking at a press conference titled Data on Trial in Lagos on Saturday, Tobe Okigbo, Chief Corporate Services and Sustainability Officer at MTN, said the exercise would give Nigerians an opportunity to examine how data is used and charged on the network. The move seeks to address long-standing complaints about alleged data depletion and strengthen customer confidence.

According to Okigbo, the initiative will help determine whether customer concerns stem from genuine technical issues, misunderstandings about data consumption, or gaps in consumer awareness. He noted that MTN adopted a similar strategy in the past when subscribers raised concerns about unauthorised value-added service deductions.

“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.

The company plans to stream the engagement live, enabling customers and industry stakeholders across the country to participate, ask questions and gain a clearer understanding of how billing systems operate.

Also speaking at the event, Mike Ndukwe, MTN’s General Manager for Network Quality, rejected claims that telecom operators arbitrarily deduct customer data. He explained that data consumption occurs whenever users stream videos, browse the internet, download content or run applications in the background.

Ndukwe noted that factors such as video quality, autoplay features, cloud backups, software updates and hotspot usage can significantly increase data consumption without users immediately noticing. He added that faster technologies such as 4G and 5G often lead to higher usage because they support richer digital content.

The executive further explained that MTN relies on internationally recognised measurement standards and verified billing systems. He stressed that the company’s billing processes undergo regular audits by the Nigerian Communications Commission and independent assessors.

Addressing network performance, Asura Mshelia, General Manager for Network Services, said vandalism, fibre cuts, equipment faults and power failures remain major challenges affecting service delivery. He urged Nigerians to help protect telecom infrastructure, noting that attacks on network facilities often disrupt services for thousands of subscribers.

The initiative, according to MTN, is designed to improve transparency, increase public understanding of data consumption, and strengthen trust between telecom operators and their customers.

Do you think greater transparency from telecom companies will help resolve concerns about data usage and billing?