Urging Airtel, Glo, MTN And 9mobile To Eschew Violation Of Customers’ Rights In Their Zeal To Implement NIN-SIM linkage -By Isaac Asabor

It is no more news that the issue of barring customers’ lines over NIN (National Identity Number) re-registration by mobile telecommunication companies (Telcos) has become a disservice to not few customers even as those who have already complied with the directive have undeservedly had their lines barred. In as much as it is understood that the exercise is a matter of regulatory compliance, it is equally expedient for the service providers to carry out the exercise in such a way that customers’ rights are not violated.

It will be recalled in this context that the Mobile Telephone Networks which majorly cut across Glo, MTN, and 9Mobile had to block some subscribers from making calls due to a directive from the Federal Government. This directive requires the companies to bar SIM cards that were not linked to the NIN from making outgoing calls. The Nigerian Communication Commission (NCC) ordered the Telcos to enforce this policy strictly, and the deadline for compliance was set for April 4, 2022.

President Muhammadu Buhari approved the implementation of the policy to enhance security and socio-economic planning in the country. Therefore, subscribers were advised to link their SIMs to their NINs to avoid call restrictions. The SIM-NIN linkage aims to address insecurity by enabling authorities to track down bandits and terrorists.

Ostensibly due to non-compliance by subscribers to the services of the mobile phone service providers, the issue came up again last year with deadline set for April 2024.

Unfortunately, since the implementation exercise in the latest directive commenced, not a few telecommunications subscribers who previously linked their SIM cards to their NINs have unjustifiably had their mobile lines barred.

While explaining the situation on Monday, March 4, 2024 to Journalists, the Nigerian Communications Commission (NCC), explained why some telecommunications subscribers who previously linked their SIM cards to their NINs have their mobile lines barred.

NCC spokesman, Reuben Muoka, said “People who probably didn’t get a cleared or verified NIN” have been barred because “the earlier ones they submitted was not good”.

Muoka, who was on Channels Television’s “The Morning Brief programme”, said some SIM cards have verification and identification issues like disparity in information such names and other data.
“There are still some subscribers whose NINs are yet to be verified by NIMC and those have to also be corrected,” he said.

Still on the same issue as not a few telephone subscribers were averse to the anomaly as it was not their own making, Mouka on Tuesday, March 5, 2024 disclosed that over 40 million telephone lines were barred after failing to link to the NIN, and threatened that they face the risk of forfeiting the barred lines.

According to him, the telephone lines barred by the telecommunication operators have breached the February 28, 2024 deadline issued by the commission mandating telecom customers to link their Subscriber Identity Modules (SIMs) to their NIN.

He said, “If the barred lines are not acted upon in the next 180 days, they won’t be able to receive calls but will only be able to text and make calls. But after the stipulated days, they would be barred from making calls too. And might forfeit their lines to their respective service provider within 365 days.”

In fact, to ensure a smooth implementation of the NIN-SIM linkage directive by the Federal Government, Airtel, MTN, Glo, and 9mobile should take the following steps:

First and foremost, clear communication should be embarked on. The reason for expressing this view cannot not be farfetched as Airtel on April 14, 2024 barred not a few of its customers from making and receiving calls with their SIM. Consequently, SMS was sent by Airtel to the affected customers saying, “Dear customer, Airtel Shops are open Saturdays and Sundays to assist with your line re-registration.

Dial x306# for the Airtel Shop near you. Thank you”.

However, as the directive was complied with by most subscribers, particularly as witnessed by this writer at Airtel Shop on Ogunnusi Rd, located at Ogba in Ikeja, Lagos, the shop was found to be under lock and key. Given the foregoing, it is expedient to note at this juncture that Airtel literarily added salt to the injury of the affected subscribers as other networks such as Glo, 9Mobile and MTN have taken equal steps toward the implementation of the directive.

In fact, for Telcos not to continue violating consumer’s rights as been done since the implementation of the NIN-SIM linkage commenced, it is expedient to urge them to consider the following strategies:

One of the strategies is that they should understand the dynamics of customer expectations by gathering insights into what customers expect from the NIN-SIM linkage process. This could involve surveys, focus groups, or analyzing customer feedback to understand their concerns and expectations.

Again, there is need to leverage on AI-Powered analytics and data by using advanced analytics. In fact, telcos can gain a deeper understanding of customer behavior and preferences, which can help tailor the NIN-SIM linkage process to be more user-friendly.

In a similar vein, there is an urgent need to empower customer service representatives by training them to handle inquiries and issues related to NIN-SIM linkage as the strategy can efficiently improve customer satisfaction. In fact, representatives should be well-informed and equipped to assist customers through the process.

Also, there is the need to personalize the customer service experience. This is as personalization can make customers feel valued and supported. Telcos can use customer data to provide personalized guidance and support during the NIN-SIM linkage process.

Another important strategy to be adopted by telcos is to resort to educating and enlightening customers by launching educational campaigns to inform customers about the importance of NIN-SIM linkage, how to do it, and the benefits it brings. Without any iota of exaggeration, clear communication can reduce confusion as been witnessed, and increase compliance.

Another strategy is for telcos to streamline the Linkage process. Carrying out the foregoing strategy should involve the simplification of the process as much as possible. For example, providing an easy-to-use mobile app or USSD code service for customers to link their NIN to their SIMs can make the process more accessible.

Also, it is not exaggeration to opine that there is no auspicious time to collaborate with Regulatory Bodies than now. Without doubt, this is the time for telcos to work closely with the leadership of the NCC and National Identity Management Commission (NIMC) to align policies and ensure a smooth linkage process.

In a similar vein, they should ensure compliance with Data Protection Regulations, and by that respect customer privacy and comply with data protection regulations while handling customer data during the NIN-SIM linkage process.

Without a doubt, by focusing on these customer-centric strategies, telcos can facilitate a smoother NIN-SIM linkage process that is less disruptive and more acceptable to customers, ultimately leading to higher compliance rates and improved customer satisfaction.