In an era where customer complaints about data consumption often play out on social media, MTN Nigeria took an unusual step. Rather than issue another statement, the company opened its doors and invited critics, customers, influencers and journalists to interrogate its operations at the Data On Trial in Lagos.
Dr Karl Toriola, MTN Nigeria
The session offered a rare glimpse into the realities behind Nigeria’s digital economy. MTN Nigeria CEO, Dr Karl Toriola, acknowledged public concerns and encouraged participants to ask difficult questions. “Give it to us as hard as you can. Ask us the most difficult questions, don’t hold back,” he said. The company used the platform to explain how factors such as automatic cloud backups, video streaming and app settings contribute significantly to data consumption, issues many users often overlook.
Beyond addressing consumer concerns, MTN shed light on the scale of investment required to keep Nigeria connected. Toriola disclosed that the company invested close to ₦1 trillion in network infrastructure last year and plans to exceed that figure this year.
He explained that these investments support network expansion, improved capacity and service delivery for millions of Nigerians across the country.
The session also highlighted MTN’s commitment to accountability. Company executives explained that MTN’s billing systems are independently audited and reviewed by regulators to ensure accuracy and fairness. “What we are saying authoritatively is we will never deliberately shortchange you on the consumption of your data,” Toriola stated, reaffirming the company’s position on customer trust and transparency.
More than a defence of its network, Data On Trial reflected a company willing to engage openly with the people it serves. At a time when digital connectivity has become central to everyday life, MTN’s decision to answer tough questions in public signalled a broader commitment to transparency, customer education and continuous investment in Nigeria’s digital future.
