Airtel Nigeria has hosted its inaugural Customer Forum in Lagos, bringing together regulators, high-data users, 5G subscribers, and industry stakeholders in a bid to tackle growing concerns around data depletion, transparency, and user experience.
The landmark event, held in Ikeja, signals a strategic shift by the telecom operator to deepen engagement with customers and build trust in Nigeria’s fast-expanding digital economy.
Representatives from the Nigerian Communications Commission (NCC) were also in attendance, alongside subscribers who have raised concerns about data consumption patterns in recent months.
Delivering the keynote address, Ismail Adeshina described the forum as a pivotal moment for both the company and the telecom industry.
“This is more than an event; it is a clear statement that in today’s digital economy, the most important voice is the informed customer,” he said, noting that the forum’s theme, “Understanding Your Data: How to Take Control,” reflects Airtel’s commitment to transparency.
Adeshina acknowledged that while data has become essential across sectors—from education to healthcare—questions around value for money and usage accuracy remain a major concern for consumers.
“Data is no longer a luxury; it is as essential as electricity and water. As usage increases, customers want to know if they are truly getting value. This is not just a technical issue; it is about trust,” he added.
He explained that modern usage trends, including high-definition streaming, cloud services, and background app activity, have significantly increased data consumption compared to previous years.
According to him, the forum was designed not only as a listening platform but also as an educational initiative to help customers better understand how their data is consumed and managed.
Also speaking, Freda Ruth Bruce-Bennett, Director of the Consumer Affairs Bureau at the NCC, reaffirmed the commission’s commitment to protecting telecom consumers and ensuring service quality.
She noted that with data now deeply embedded in everyday life, any perceived loss or unexplained depletion is taken seriously by regulators.
“The NCC has put mechanisms in place to ensure consumers receive the quality of service they deserve and that their concerns are addressed promptly,” she said, encouraging users to utilise the commission’s consumer portal for data management guidance and complaint resolution.
On service delivery, Oladokun Oye highlighted Airtel’s multi-channel customer support system, which includes over 1,000 retail outlets, a dedicated contact centre, and digital platforms such as the MyAirtel App and AI-powered chatbots.
He added that the company is enhancing its digital tools to provide real-time data tracking and clearer usage dashboards, enabling customers to better monitor and control their consumption.
The forum forms part of a broader collaboration between Airtel and the NCC to promote data awareness, improve billing transparency, and strengthen consumer education across the telecom sector.
By creating a platform for open dialogue, Airtel Nigeria is repositioning its relationship with subscribers—from a transactional model to a more transparent and collaborative partnership.
The company said insights gathered from the forum will shape future improvements in service delivery, customer communication, and digital innovation as it continues to support Nigeria’s journey toward a more inclusive digital economy.
