The Nigerian Communications Commission has vowed to strengthen consumer protection and hold telecommunications operators accountable for poor service quality, as about 75 million subscribers benefited from airtime compensation in 2026.
The commission said it would intensify regulatory enforcement to ensure that telecom operators provide reliable network services, transparent billing and effective complaint resolution for subscribers across the country.
The Executive Vice Chairman of the NCC, Dr Aminu Maida, stated this at the 95th edition of the Telecom Consumer Parliament held at Centre Point, Ikoyi, Lagos State, on Tuesday.
The event, themed “Enhancing Consumer Experience: Strengthening Service Quality and Consumer Protection in Nigeria’s Digital Economy,” brought together industry stakeholders to deliberate on improving telecommunications services and protecting subscribers’ rights.
Maida said the commission would continue to enforce service standards and sanction operators that failed to meet their obligations, stressing that regulation must translate into measurable improvements in consumers’ daily experiences.
According to him, subscribers deserve dependable connectivity, understandable billing and accessible channels through which they can seek redress when service providers fail to meet expectations.
He said poor network services could have serious consequences for individuals and businesses that depend on telecommunications for their daily activities.
“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,” Maida said.
He added that consumers expected their phones to work, their charges to be clear and operators to take responsibility whenever service failures occurred.
The NCC boss disclosed that telecommunications operators had undertaken more than 6,500 network improvement interventions in 2026.
He said the interventions included capacity expansions, equipment upgrades and the deployment of newer technologies designed to improve voice and data services.
Maida, however, maintained that the commission would continue to monitor operators’ performance to ensure that the investments translated into better services for subscribers.
He urged consumers to take advantage of the NCC’s public coverage maps and network performance-monitoring tools to compare service quality among operators in their respective locations.
According to him, the tools provide network performance information based on crowdsourced data, enabling subscribers to assess connectivity in areas where they live, work or conduct business.
He said the initiative would help consumers make informed decisions when choosing telecommunications providers.
The NCC executive vice chairman also expressed concern over the persistent vandalism of telecommunications infrastructure, warning that fibre-optic cable cuts, equipment theft and damage to network facilities continued to disrupt services.
He stressed that protecting critical telecommunications infrastructure was essential to maintaining network availability and minimising disruptions to individuals, businesses and other users.
On consumer compensation, Maida disclosed that approximately 75 million subscribers had benefited from airtime compensation under the commission’s Consumer Compensation Framework in 2026.
He said the NCC would sustain its enforcement efforts and take appropriate action against operators that violated regulatory requirements.
“We will continue to hold operators accountable for the quality of service they provide,” he assured subscribers.
Earlier, the Executive Commissioner, Stakeholder Management, NCC, Ms Rimini Makama, said the 95th edition of the Telecom Consumer Parliament was designed to strengthen discussions on network reliability, billing transparency and the effective resolution of consumer complaints.
Makama called for closer collaboration among regulators, telecommunications operators, consumer groups and other stakeholders to build a system that prioritised subscribers’ interests.
She outlined three key expectations for consumers: reliable services, clear billing and timely attention to complaints.
According to her, subscribers should be able to depend on services for which they have paid, understand their data consumption and charges, and avoid unexplained deductions from their accounts.
She also stressed the need for operators to listen to complaints, treat subscribers fairly and resolve reported problems promptly.
Makama added that consumer protection efforts must take into account subscribers who face additional barriers in accessing telecommunications services.
The NCC’s renewed commitment comes amid persistent complaints by subscribers over poor network connectivity, unexpected deductions and difficulties accessing effective customer support.
The commission said its regulatory approach would continue to focus on ensuring that telecommunications operators deliver services that meet consumers’ expectations and protect their rights in Nigeria’s growing digital economy.
L-R: Executive Commissioner, Stakeholder Management, NCC, Ms Rimini Makama; Executive Vice Chairman and Chief Executive Officer, NCC, Dr Aminu Maida; Executive Commissioner, Technical Services, NCC, Engr Abraham Oshadami; and Chief Executive Officer, Airtel Nigeria, Mr Dinesh Balsingh, at the 95th edition of the Telecom Consumer Parliament held at Centre Point, Ikoyi, Lagos State, on October 20, 2026.
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