The Nigerian Communications Commission (NCC) has warned telecommunications operators that persistent poor service, billing irregularities and failure to resolve consumer complaints will no longer be treated lightly.
The Executive Vice Chairman of the NCC, Dr Aminu Maida, issued the warning at the 95th Telecom Consumer Parliament in Lagos, according to a statement made available on Wednesday by the Director Public Affairs, Mrs Nnenna Ukoha.
At the 95th Telecom Consumer Parliament, themed “Enhancing Consumer Experience: Strengthening Service Quality and Consumer Protection in Nigeria’s Digital Economy,” Maida declared that operators must take responsibility for the quality of services delivered to millions of subscribers.
Maida said the regulator’s success should not be measured merely by policies and directives but by whether consumers experience noticeable improvements in network quality.
“For a trader waiting to confirm a customer’s payment, a network failure can mean a lost sale, while a student trying to submit an assignment can miss a deadline because of a slow connection,” he said.
He disclosed that operators had undertaken more than 6,500 network improvement interventions in 2026, covering capacity expansion, equipment upgrades and deployment of newer technologies.
Despite the investments, however, network disruptions remain a major concern, with the NCC blaming part of the problem on the persistent vandalism of telecommunications infrastructure.
According to Maida, fibre cuts, equipment theft and damage to network facilities continue to undermine service availability, with consequences for both consumers and businesses.
The regulator also revealed that about 75 million subscribers received airtime compensation in 2026 under its Consumer Compensation Framework, highlighting the extent of regulatory intervention over service-related failures.
Maida said the NCC would continue to sanction operators that violate service obligations.
“We will continue to hold operators accountable for the quality of service they provide,” he said.
The Commission also urged subscribers to become more active in assessing the quality of their networks, directing them to its public coverage maps and performance-monitoring tools.
Maida said the platforms allow consumers to compare network performance in areas where they live, work or conduct business before making decisions about their service providers.
The Executive Commissioner, Stakeholder Management, Rimini Makama, said the regulator’s consumer protection agenda was anchored on three expectations: reliable service, transparent billing and prompt resolution of complaints.
“When you pay for a service, you should be able to depend on it,” Makama said, adding that consumers should also have “clear billing, no surprises.”
She said subscribers should understand their data usage, charges and value-added services without unexplained deductions, while complaints should be treated fairly and resolved within a reasonable time.
