Data On Trial: Why MTN Chose Transparency Over Corporate Silence
At a time when complaints about data usage frequently dominate conversations on social media, MTN Nigeria chose a different response. Instead of releasing another public statement, the telecommunications company invited customers, critics, influencers and journalists to its Data On Trial event in Lagos to openly discuss concerns about data consumption.
The event gave attendees an opportunity to better understand the factors influencing data usage in Nigeria’s digital space. MTN Nigeria Chief Executive Officer, Dr Karl Toriola, welcomed tough questions from participants, saying, “Give it to us as hard as you can. Ask us the most difficult questions, don’t hold back.” During the session, the company explained that activities such as automatic cloud backups, video streaming and background app settings can significantly increase data usage without users always noticing.
In addition to addressing customer concerns, MTN spoke about the huge financial commitment required to maintain and expand its network. Toriola revealed that the company invested nearly ₦1 trillion in network infrastructure last year and expects to spend even more this year. According to him, the investment is aimed at expanding coverage, increasing network capacity and improving service delivery across Nigeria.
The programme also focused on the company’s approach to accountability. MTN executives said the firm’s billing systems are independently audited and subject to regulatory oversight to ensure customers are billed correctly. Reaffirming the company’s stance, Toriola said, “What we are saying authoritatively is we will never deliberately shortchange you on the consumption of your data.”
Beyond responding to questions about data usage, the event demonstrated MTN’s willingness to engage directly with the public. As digital services continue to play an essential role in daily life, the company presented the initiative as part of its broader efforts to promote openness, improve customer understanding and sustain investment in Nigeria’s digital infrastructure.
