Technology
The Growing Importance of Privacy Amongst Customers and How Businesses Should Cater to it
By Kehinde Ogundare and Veerakumar Natarajan
Privacy is a growing concern for technology consumers worldwide. While there was a time when that may not have been the case for countries like Nigeria and Kenya, that’s no longer the reality. As connectivity becomes more affordable and ubiquitous, Kenyans and Nigerians have become increasingly tech-savvy and conscious regarding how much data they share with technology companies and what the latter is doing with it.
In the face of these growing concerns, companies operating in Africa need to be mindful of the increasing privacy mindset of their customers. Aside from regulatory compliance, companies should actively demonstrate that they care about their customers’ privacy concerns to build and sustain trust and to show they’re taking a proactive approach to protect their personal information.
The importance of regulatory compliance
The first step any company should take to safeguard their customers’ privacy is ensuring they’re compliant with all of the relevant laws and regulations. In countries like Kenya and Nigeria, data protection regulations are relatively new.
The Data Protection Act of 2019, enforced by the Office of the Data Protection Commissioner (ODPC), regulates data protection in Kenya. The act expressly prohibits organisations from processing personal data if their consent has not been provided first. Each organisation must have a data controller and/or a data processor whose responsibility is to prove they’ve obtained consent before processing a person’s data.
Nigeria’s Data Protection Act, meanwhile, was signed into law in 2023. The act governs both manual and automatic data processing. The act also established the Nigeria Data Protection Commission (NDPC), which is an independent body that governs data protection and regulation in the country. In addition to defining sensitive personal data as including an individual’s genetic and biometric data as well as their race, ethnicity, and health status, among other things, the act also provides specific grounds for the processing of this sensitive personal data. According to the act, such data can be processed where consent is provided or where processing is necessary for social security or employment laws.
Both of these laws are in line with similar laws and regulations around the world, such as Europe’s GDPR. That means they’re not only a good place for Nigerian and Kenyan businesses to start for compliance, but they also help businesses gain a good footing when it comes to protecting customer data should they start operating internationally.
Beyond compliance
Companies should, however, view regulatory compliance as the bare minimum when it comes to meeting their customers’ privacy needs. Given the parlous state of privacy protection across many African countries, going above and beyond with customer privacy can be a positive differentiator for companies that get it right.
Among the initiatives they can undertake in this direction are investing in data centre security to minimise the collection of data, requesting permission from customers while collecting sensitive information, and ultimately reducing their reliance on selling user data for revenue gains. Another initiative that organisations can implement is implementing multi-factor authentication if they require customers to log in to an account to access their products and services.
Another aspect that businesses should pay close attention to is which technology vendor they work with to run their internal operations. Businesses should ensure the third-party tech tools they deploy within their IT infrastructure also come with strong data privacy and protection controls, and the corresponding vendors also practice transparent data collection practices. Should one of these vendors fall victim to a cybersecurity breach, the customer data of the organisations using it could easily fall into nefarious hands.
Businesses should, therefore, ensure they make use of software providers and vendors that are, themselves, compliant with all the relevant privacy laws and regulations, and offer a comprehensive set of security measures and procedures, including controlled user access, enterprise mobility management (EMM) integration, IP restrictions, and secure integrations.
Riding the positives of proactive protection
While there are many negatives associated with data protection failures, including reputational damage and legal punishments, it’s also important that organisations understand the positives associated with proactive data protection.
High up on the list of those positives is building trust. Customers who trust the companies they buy from are more likely to be loyal in the long term, make repeat purchases in the future, and act as evangelists to others. At a time when customers are increasingly concerned about data privacy, building that trust is more difficult, but also more rewarding than ever. It, in other words, is something worth investing in.
Kehinde Ogundare is the Country Manager for Zoho Nigeria and Veerakumar Natarajan is the Country Head for Kenya Zoho Corp.
By Aduragbemi Omiyale
Two of the major telecommunications companies in Africa, Airtel Africa Plc and MTN Group, have entered into agreements to share network infrastructure in Uganda and Nigeria.
The idea behind this is to cost operating costs and improve network coverage for quality mobile services to millions of customers, particularly in remote areas.
However, this would be carried out in compliance with local regulatory and statutory requirements.
The initiative is part of a growing global trend toward network sharing. By collaborating, telecoms operators can explore innovative and pro-competitive solutions to improve service quality while managing costs more effectively.
The sharing of infrastructure has the potential to enable the delivery of world-class, reliable mobile services to more and more customers across Africa.
Already, MTN and Airtel Africa are exploring various opportunities in other markets, including Congo-Brazzaville, Rwanda and Zambia.
Among the types of agreements considered are RAN sharing and those aimed at establishing commercial and technical agreements for fibre infrastructure sharing and, if necessary, the construction of fibre networks.
“As we compete fiercely in the market on the strength of our brand, services and our offerings we are building common infrastructure, within the permissible regulatory framework, to provide a more robust and extensive digital highway to drive digital and financial inclusion at the same time avoiding duplication of expensive infrastructure to drive operational efficiencies and benefits for our customers,” the chief executive of Airtel Africa, Mr Sunil Taldar, said.
His counterpart at MTN Group, Mr Ralph Mupita, while commenting on the development, said, “As MTN, we are driven by the vision of delivering digital solutions that drive Africa’s progress.
“We continue to see strong structural demand for digital and financial services across our markets. To meet this demand, we continue to invest in coverage and capacity to ensure high-quality connectivity for our customers.
“That said, there are opportunities within regulatory frameworks for sharing resources to drive higher efficiencies and improve returns.”
By Aduragbemi Omiyale
A mobile application, MyLagosApp, designed to provide real-time updates on events, entertainment, hospitality, transport services and government-related payments, has been launched by MTN Nigeria in partnership with the Lagos State Government.
The digital platform was created by the Software Lab in MTN, according to the Chief Information Officer of MTN Nigeria, Shoyinka Shodunke, and is embedded with global security standards and practices with ISO 27001 certification.
At the launch of the app last Thursday, it was emphasised that security was a key priority in the design and development of the app to ensure the protection of user data and secure access to the app’s features and functionalities.
MyLagosApp, currently entitled MyCityApp on the app store, is available for download on both Android and iOS platforms. Users have been encouraged to download it to experience firsthand how urban living in Lagos has been transformed with the app.
The Deputy Governor of Lagos, Mr Obafemi Hamzat, while speaking at the unveiling of the app, reinforced the government’s commitment to leveraging technology for enhanced city management and connectivity.
He described it as a demonstration of the administration’s dedication to enhancing the lives of citizens through technological innovation.
“I commend the collaboration between MTN Nigeria and the Lagos State Government, alongside other key stakeholders, for making this vision a reality.
“This partnership is a testament to the power of technology in bridging the gap between the public and private sectors to drive innovation and improve lives.
“The app serves as a vital link between the government and the people, simplifying access to public services, providing real-time updates, and promoting transparency and accountability in governance.
“Whether you need to navigate government processes, access essential city services, or stay informed about key developments, MyLagosApp places all the information you need right at your fingertips,” Mr Hamzat said on behalf of Governor Babajide Sanwo-Olu.
On his part, the chief executive of MTN Nigeria, Mr Karl Toriola, said, “As we embrace the future of e-governance, digital entertainment and commercial innovation, initiatives like this are essential in making Lagos a truly smart city, and we are proud to partner with the Lagos State Government to drive digital transformation and enhance urban living.
“With the launch of MyLagosApp, we are leveraging technology to simplify access to essential services, improve connectivity, and create a smarter, more efficient Lagos for residents and visitors alike.”
By Adedapo Adesanya
The Nigeria Data Protection Commission (NDPC) has launched an investigation into the data processing practices of Tiktok and Truecaller, amid growing concerns over potential privacy violations.
This was disclosed, the chief executive of NDPC, Mr Vincent Olatunji, at a press conference in Abuja, where he also announced the issuance of the Nigeria Data Protection Act – General Application and Implementation Directive (NDPC act – GAID 2025).
According to Mr Olatunji, the commission is particularly concerned about how these platforms handle Nigerian users’ personal data, including potential breaches of consent, data sharing with third parties, and overall compliance with the Nigeria Data Protection Act (NDPA), 2023.
He said the NDPC is actively investigating the data processing activities of Tiktok and Truecaller to ensure their compliance with Nigeria’s data protection laws.
He noted that the goal was to safeguard the privacy rights of Nigerians and hold organizations accountable for how they collect, store, and use personal data.
The investigation follows increasing scrutiny of global technology companies over data privacy concerns, particularly regarding how personal information is processed, stored, and transmitted beyond national borders.
The NDPC act – GAID, 2025 provides a comprehensive framework for the implementation of Nigeria’s data protection law, setting out specific guidelines for compliance, enforcement mechanisms, and obligations for both private and public sector organisations.
He emphasized that the directive aims to strengthen Nigeria’s digital economy by fostering trust in data governance while ensuring that individuals’ rights to privacy are upheld in line with international best practices.
Mr Olatunji further reiterated that companies operating in Nigeria must align with the country’s data protection regulations or face regulatory actions, including fines and potential restrictions on their operations.
The NDPC has called on the public to report any data privacy violations and reaffirmed its commitment to transparency and due process in its investigations.
The agency stated that reporting data breaches have become easier with dedicated channels of reaching out to the commission from its official website.
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