The Regulatory Authority for Electronic Communications and Posts (ARCEP) in Togo recently criticized local telecom operators, Togocom and Moov Africa Togo, for their lack of innovation in mobile services. Michel Yaovi Galley, director of ARCEP, denounced the stagnation of service offerings, comparing their current conception to that of ten years ago. These criticisms follow the results of a satisfaction survey conducted by ARCEP, which revealed a satisfaction rate of only 51% in 2024.
Michel Yaovi Galley reacted strongly to the results of this survey, emphasizing that operators continue to focus on the sale of terminals rather than on improving mobile services. He urged operators to rethink their strategies and adopt a more innovation-driven approach, including through the integration of new technologies such as artificial intelligence and satellite connectivity.
The ARCEP investigation also highlights prices considered too high and poor quality of service. According to the International Telecommunications Union (ITU) report, the cost of mobile services in Togo reaches 17.4% of monthly gross national income per capita, well above the ITU’s recommendation of 2% and the African average of 4.5%.
Galley encourages consumer associations to step up their efforts to push operators to improve the quality of services and make prices more affordable. The lack of innovation and the slow pace of improvement risk compromising the competitiveness of the Togolese telecom sector in the face of global advances.
Togo finds itself at a crossroads where a strategic review by telecom operators is necessary to meet consumer expectations and comply with international standards. ARCEP’s call highlights the urgency of modernizing service offerings to support the country’s digital transformation.
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