NCC warns telecom operators as 75 million subscribers receive airtime compensation

By Victor Onu

The Nigerian Communications Commission (NCC) has reiterated its determination to hold telecommunications operators accountable for poor service delivery, disclosing that about 75 million subscribers benefited from airtime compensation under its Consumer Compensation Framework in 2026.
The Commission said it would strengthen regulatory enforcement to ensure that telecom operators meet prescribed service standards and provide reliable connectivity, transparent billing and effective complaint-resolution mechanisms.
The Executive Vice Chairman of the NCC, Dr Aminu Maida, disclosed this at the 95th Telecom Consumer Parliament in Lagos, which focused on enhancing consumer experience through improved service quality and stronger consumer protection in Nigeria’s digital economy.
Maida said the Commission’s regulatory performance should be measured by the practical improvements subscribers experience in their daily lives, rather than policies and enforcement measures alone.
He noted that poor network performance could have serious economic and social consequences, particularly for small businesses, students and other Nigerians who depend on telecommunications services 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,” he said.
According to him, consumers deserve services that work as expected, billing systems they can understand and accessible channels through which they can seek redress when operators fail to meet their obligations.
Maida maintained that the NCC would continue to enforce service standards, protect subscribers’ rights and sanction operators that violate regulatory requirements.
He added that telecommunications companies must take responsibility for the quality of services they provide, stressing that the Commission remained committed to ensuring that consumers receive value for their money.
Operators Undertake 6,500 Network Improvement Projects
As part of efforts to improve service delivery, Maida disclosed that telecommunications operators had undertaken more than 6,500 network improvement interventions in 2026.
The interventions, he said, included capacity expansion, equipment upgrades and the deployment of newer technologies to improve voice and data services across the country.
He, however, urged subscribers to take advantage of the NCC’s public coverage maps and network performance-monitoring tools to make informed decisions when selecting service providers.
According to him, the publicly available coverage maps provide an independent comparison of network performance using crowdsourced data reflecting users’ everyday experiences.
Consumers can use the information to assess network coverage and performance in their residential areas, workplaces and business locations before deciding which operator best meets their needs.
The NCC chief said informed consumer choices, alongside effective regulation, could contribute to improved service delivery and greater accountability within the telecommunications industry.
Infrastructure Vandalism Remains a Challenge
Despite ongoing network improvement efforts, Maida expressed concern over the persistent vandalism of telecommunications infrastructure, warning that damage to critical facilities continued to disrupt services and affect businesses and individuals.
He identified fibre-optic cable cuts, equipment theft and damage to network facilities as some of the challenges undermining service availability.
He stressed that protecting telecommunications infrastructure was essential to maintaining reliable connectivity nationwide, calling attention to the need for collective efforts to safeguard facilities supporting Nigeria’s digital economy.
NCC Seeks Stronger Consumer Complaint Resolution
Earlier, the Executive Commissioner, Stakeholders Management, Rimini Makama, said the 95th Telecom Consumer Parliament was organised to deepen discussions on service reliability, billing transparency and effective resolution of consumer complaints.
Makama called for stronger collaboration among regulators, telecommunications operators, consumer groups and other stakeholders to build a sector that consistently delivers value and earns public confidence.
She emphasised that subscribers should be able to depend on the services they pay for, understand their data consumption and charges, and receive assistance when they report complaints.
“When you pay for a service, you should be able to depend on it,” she said, stressing the need for clear billing without unexpected deductions and a complaint-resolution system that ensures every consumer is heard.
She added that consumer protection efforts must also address the needs of subscribers who face additional barriers in accessing telecommunications services.
The Commission’s renewed commitment comes amid growing dependence on telecommunications services for commercial transactions, education, communication and other essential activities.
Maida assured subscribers that the NCC would sustain its regulatory interventions and hold operators responsible for service failures, while continuing to pursue improvements in network quality and consumer protection.