By Olawale Lamina
The Nigerian Communications Commission, NCC, has reaffirmed its commitment to protecting telecommunications consumers, stressing that operators will be held accountable for service failures and poor service quality as the Commission intensifies regulatory measures to improve customer experience across the nation.
The Executive Vice Chairman of the NCC, Dr. Aminu Maida, made the commitment at the 95th Telecom Consumer Parliament in Lagos, with the theme “Enhancing Consumer Experience: Strengthening Service Quality and Consumer Protection in Nigeria’s Digital Economy.” He stressed that effective regulation must translate into tangible improvements in the daily experiences of consumers.
Maida stressed that the Commission remains focused on enforcing service standards, protecting consumer rights, and ensuring that telecommunications operators deliver the quality of service promised to subscribers. He noted that consumers deserve reliable connectivity, transparent billing, and accessible avenues for redress whenever service expectations are not met.
The EVC emphasized that protecting telecommunications infrastructure remains critical to sustaining service availability nationwide.
Reinforcing the Commission’s consumer-centred regulatory approach, Maida revealed that approximately 75 million subscribers have benefited from airtime compensation under the NCC’s Consumer Compensation Framework in 2026, stressing that the Commission will continue to enforce compliance and sanction breaches where necessary to safeguard consumer interests.
“He assured that, We will continue to hold operators accountable for the quality of service they provide.”
Earlier in her welcome remarks, the Executive Commissioner Stakeholders Management (ECSM), Rimini Makama, informed the gathering that the 95th edition of the Parliament was designed to deepen conversations around service reliability, billing transparency, and effective consumer complaint resolution. She called for stronger collaboration among regulators, operators, consumer groups, and other stakeholders to build a telecommunications ecosystem that consistently delivers value and confidence to Nigerian consumers.
“When you pay for a service, you should be able to depend on it, while the second is Clear Billing, No Surprises. You should be able to understand your data usage, your charges and any Value-Added Services on your line, without confusion or unexpected deductions, and the third is Every Voice Heard, No One Ignored. When you raise a complaint, you deserve to be listened to, treated fairly and helped in good time. That includes consumers who may face additional barriers in accessing services,” Rimini stated.
It is expected that if telecom subscribers can enjoy reliable connectivity, transparent billing and good customer interface across the country, the 95th Telecom Consumer Parliament would have gone a long way in addressing recurring critical challenges thereby restoring consumer satisfaction and value for money.
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