NCC boss reiterates consumer rights and ethical AI use at World Consumer Rights Day Celebration

The Executive Vice Chairman/Chief Executive Officer of the Nigerian Communications Commission (NCC), on March 15, Dr. Aminu Maida, addressed attendees at the World Consumer Rights Day celebration held at the NCC head office in Maitama, Abuja.

Dr. Maida emphasised the critical role of consumers in any business and underscored the importance of protecting their rights. World Consumer Rights Day is observed annually to raise awareness about consumer rights and to safeguard them from unfair trade practices.

The origins of World Consumer Rights Day are traced back to 1962 when President John F. Kennedy introduced four fundamental consumer rights in a speech to the US Congress. These rights included the right to safety, the right to be informed, the right to choose, and the right to be heard.

This historical foundation has since evolved, adding new consumer rights such as the right to privacy, the right to quality service, and the right to timely redress, among others.

Dr. Maida highlighted how the NCC has remained committed to this day to emphasize the significant role of telecom consumers within Nigeria’s telecommunications ecosystem. The Commission has consistently worked to uphold and expand consumer rights, ensuring that they keep pace with technological advancements and changing market dynamics.

This year’s World Consumer Rights Day theme was “Fair and Responsible Artificial Intelligence (AI) for the Consumer,” reflecting global trends and concerns about AI. AI, which has been a focal point of innovation across various sectors, poses both opportunities and challenges. It’s transforming industries from healthcare to finance but also raises ethical questions about fairness, privacy, and accountability.

Dr. Maida acknowledged the remarkable impact of AI on daily life, from voice assistants and recommendation algorithms to advancements in various fields. However, he also emphasized the need for ethical considerations, such as ensuring AI systems are unbiased and protecting user privacy in an age of extensive data collection.

The concept of responsible AI was central to Dr. Maida’s address. He explained that using AI responsibly involves ensuring transparency, addressing bias, and maintaining accountability throughout the development and deployment of AI systems. By doing so, AI can be used to empower consumers and build trust while minimizing negative impacts.

He also stressed the importance of privacy protection, noting that organizations must adhere to strict privacy regulations to maintain consumer trust. Ensuring that AI systems are transparent about their data and decision-making processes helps prevent discrimination and promotes fairness.

The NCC has taken significant steps to advance digital services and enhance communication infrastructure in Nigeria. This includes conducting transparent auctions for 5G services, with MTN and MAFAB emerging as successful bidders in 2021 and Airtel Networks Nigeria winning in the 2022 auction. These efforts reflect the Commission’s commitment to fostering a competitive and consumer-centric telecom environment.

Since the introduction of 5G services, there has been noticeable growth in the development and deployment of AI systems in Nigeria.

The NCC continues to monitor this growth to ensure that it adds value to consumer satisfaction and contributes to economic growth, demonstrating its dedication to both technological advancement and consumer protection.

Dr. Maida concluded his speech by reaffirming the NCC’s dedication to consumer rights and the responsible use of emerging technologies. The Commission remains focused on ensuring that technological advancements enhance the overall consumer experience and drive positive economic outcomes.

Maida further stated in his speech:

Regulatory Challenges

Developing regulations and policies to govern AI deployment can be complex as well as playing catch up due to technological advancements. Although most Legislative and governing Bodies are looking to regulate this technology, there has been a continuous struggle to strike the right balance between risk mitigation and stifling innovation, while promoting innovation and ensuring security and trust. In this era that has seen the rise of AI and IoT cybersecurity, it is important to break silos and foster collaboration of the Quadruple Helix Innovation model comprising the Academia, the Industry, Government and Society to share ideas. AI developers and Regulators have to ensure AI system algorithms consider, ethics and inclusivity.

The rapid advancement of artificial intelligence (AI) is reshaping industries and transforming the way we live and work. However, as AI technologies become increasingly integrated into various aspects of society, so they bring forth a complex web of legal and regulatory challenges. Navigating this uncharted territory requires a careful examination of existing laws, the development of new regulations, and ethical considerations to ensure that AI benefits society without compromising fundamental rights and values.

Consumer-centric Initiatives

While the theme of this year’s World Consumer Rights Day is Fair and Responsible AI for the Consumer, I cannot but speak to important thematic issues in the Nigerian Telecom Space.

With the Commission’s special interest and commitment to Consumer Protection, we have proactively put in place consumer-centric initiatives to deal with first-level complaints by the telecom consumer. These initiatives include the Consumer Complaints Management (CCM), through which various channels of lodging complaints were created, the NCC Toll-free line 622 available between 8:00 am to 8:00 pm daily except on Sundays and Public Holidays, the Do-Not-Disturb (DND) Code 2442, for stopping unsolicited messages, the Consumer Portal-http://consumer.ncc.gov.ng, and the Commission Consumer X account @Consumersncc.

Other initiatives include the Telecom Consumer Assistance, Resolution and Enquiries (TELCARE), at Nnamdi Azikiwe International Airport, Abuja, an additional platform to enhance awareness of the Commission’s activities, make enquiries on consumer complaints and also for advocacy on any thematic telecom issues or concern. Also not to overlook the most recent, the Harmonized Short Codes initiative which enables consumers to use the same codes to access services across all networks. Recall that one major focus area of the strategic roadmap of the Nigerian Communications Commission’s current Management is the Consumer.

Conclusion

Distinguished Executives Commissioners, Directors and Staff of the Commission, and respected stakeholders in the telecommunications industry in Nigeria, as the global community celebrates the World Consumer Right Day (WCRD) 2024, the Commission is affirming that the theme of this year will be an integral part of its activities considering that AI is a force that is shaping our future in profound ways. It holds incredible potential to improve our lives, but it also challenges us to think critically about how we harness this power responsibly.

Our continuous resolve to Protect, Inform and Educate (PIE Mandate) the telecom consumer is unwavering, particularly as AI technologies continue to advance there is a need to foster innovation while safeguarding fundamental rights, values, and dignity of consumers.