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Cameroon’s Telecoms Regulator has Fined MTN and Orange a Combined $4.6 Million for Poor Services to Customers
Cameroon’s telecoms regulator has fined MTN and Orange a combined $4.6 million for poor services to customers. This decision was announced by the Cameroon Telecommunications Regulatory Board (TRB) after inspections revealed that both companies failed to meet their coverage and quality of service obligations as set out in their operating licenses.
The TRB carried out thorough inspections between April and May 2024 in several key regions including Yaounde, Mbalmayo, Ebolowa, Kyé-Ossi, Mintom, Ntam, and the cities of Yaounde and Douala. These inspections also included visits to the headquarters of MTN Cameroon and Orange Cameroon in Douala, focusing on their pricing practices. The regulator found that the network coverage provided by both MTN and Orange was below the required standards in many important areas, and the quality of service did not meet contractual commitments.
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As a result, Orange Cameroon was fined $2.5 million (1.4 billion francs CFA), while MTN Cameroon received a fine of $1.8 million (1 billion francs CFA). In addition, Orange Cameroon was hit with an extra $357,600 (200 million francs CFA) penalty for not complying with pricing regulations and for issues related to malfunctioning opt-out codes for value-added services. These violations raised concerns about transparency and fairness in pricing.
Philémon Zoo Zame, the Director General of TRB, emphasized that the fines send a clear message to mobile network operators that failing to meet regulatory obligations will not be tolerated. He highlighted that ensuring consistent access to quality telecom services is not only a regulatory requirement but also essential for the country’s development.
This action by Cameroon’s regulator follows a pattern of enforcement seen in previous years. In 2023, the TRB fined four telecom companies a total of $9.7 million for poor network coverage and service quality. Orange Cameroon faced the largest fine at $3.5 million, followed by Nexttel, MTN Cameroon, and Camtel. These fines came after widespread public complaints about slow and unstable internet, poor call quality, and high costs of data bundles. Despite promises from operators to improve services and invest in network upgrades, many users have reported little improvement.
The fines against MTN and Orange come at a time when the regulator is also focused on recovering over $52 million in unpaid license fees and penalties from telecom operators. This debt recovery effort is part of a broader government initiative to enforce compliance, promote accountability, and boost competitiveness in the telecom sector. The government of Cameroon, led by President Paul Biya, is pushing to expand digital infrastructure as part of its Vision 2035 agenda to transform the country into an emerging economy.
Despite having one of the highest mobile penetration rates in Central Africa at 87%, Cameroon still lags behind regional peers like Nigeria and Ghana in network reliability. Poor service quality and non-compliance with regulations have hindered efforts to improve broadband networks and rural connectivity.
The ongoing challenges in Cameroon’s telecom sector include acts of vandalism on infrastructure, power supply problems, and public works disrupting networks. Camtel, which manages the national fiber optic backbone, has reported numerous incidents of sabotage affecting service quality. The government and telecom operators have called for greater protection of telecom infrastructure to support the country’s digital economy and social development.
Cameroon’s regulator has fined MTN and Orange a combined $4.6 million for failing to provide adequate network coverage and quality services. This enforcement action underscores the regulator’s commitment to protecting consumer rights and improving telecom service standards in Cameroon’s growing digital market.
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