NCC Warns Telecom Operators Over Poor Service, Says Consumers Must Get Compensation

The Nigerian Communications Commission (NCC) has reaffirmed its commitment to protecting telecommunications consumers, warning operators that they will be held accountable for poor service quality and service failures.

The Commission said it was strengthening regulatory measures to improve customer experience and ensure that telecom providers deliver services that meet established standards.

The Executive Vice Chairman of the NCC, Dr Aminu Maida, gave the assurance at the 95th Telecom Consumer Parliament in Lagos, themed “Enhancing Consumer Experience: Strengthening Service Quality and Consumer Protection in Nigeria’s Digital Economy.”

Maida said effective regulation must result in measurable improvements in the daily experiences of telecommunications subscribers.

He explained that the Commission would continue to enforce service standards, protect consumer rights and ensure operators provide the quality of service promised to customers.

According to him, subscribers deserve reliable connectivity, transparent billing and accessible channels for resolving complaints whenever service expectations are not met.

The NCC chief stressed that the regulator must establish clear standards, hold service providers accountable and provide consumers with fair opportunities to seek redress.

“We must judge our work by the difference it makes to your experience,” Maida said.

He illustrated the impact of poor network performance on everyday activities, noting that a trader could lose a sale while waiting to confirm a customer’s payment, while a student might miss an assignment deadline because of a slow internet connection.

“These everyday experiences should guide our conversation today, because people want their phones to work, their charges to make sense, and someone to take responsibility when things go wrong,” he added.

Speaking on the event’s theme, Maida said the focus on service quality and consumer protection reflected the Commission’s responsibility to improve telecommunications services across the country.

He disclosed that telecom operators had carried out more than 6,500 network improvement interventions in 2026. The interventions included capacity expansion, equipment upgrades and the deployment of newer technologies to improve voice and data services.

Maida also encouraged subscribers to use the NCC’s public coverage maps and performance-monitoring tools to compare network performance in their locations before choosing service providers.

He said the publicly available tools draw on crowdsourced performance data, allowing consumers to assess network coverage and service quality in areas where they live, work or conduct business.

The EVC, however, expressed concern over the persistent vandalism of telecommunications infrastructure, including fibre cuts, equipment theft and damage to network facilities.

He warned that such incidents continued to disrupt services and negatively affect consumers and businesses, stressing that infrastructure protection was essential to maintaining reliable telecommunications nationwide.

On consumer compensation, Maida revealed that approximately 75 million subscribers had benefited from airtime compensation under the NCC’s Consumer Compensation Framework in 2026.

He added that the Commission would sustain its enforcement efforts and impose sanctions where necessary to protect subscribers’ interests.

“We will continue to hold operators accountable for the quality of service they provide,” he assured.

Earlier, the Executive Commissioner for Stakeholders Management, Rimini Makama, said the 95th Telecom Consumer Parliament was organised to strengthen discussions on network reliability, billing transparency and effective resolution of consumer complaints.

Makama called for greater collaboration among regulators, telecom operators, consumer groups and other stakeholders to build a telecommunications sector that consistently delivers value and inspires confidence among Nigerian subscribers.

She outlined three key expectations for consumers: dependable services, clear billing without unexpected charges, and timely responses to complaints.

Makama also stressed the need to ensure that all consumers, including those facing additional barriers to accessing services, were heard and treated fairly.