Nigeria: NCC pushes for better telecom service quality beyond subscriber compensation

The Nigerian Communications Commission (NCC) has reported that more than 75 million telecom subscribers received airtime and service compensation in 2026, alongside 7,000 targeted network interventions aimed at addressing persistent service disruptions across the country.

Speaking at the 95th Telecom Consumers Parliament in Lagos, NCC Executive Vice Chairman Dr Aminu Maida said compensation provides some relief to affected customers but cannot replace the need to address the underlying infrastructure problems responsible for poor network performance.

The regulator is prioritising improvements in service quality, transparency and complaint resolution as Nigeria’s telecommunications sector faces continued pressure to deliver reliable connectivity to consumers.

NCC prioritises lasting solutions to network failures

Maida said financial compensation could not fully account for the inconvenience and economic losses customers experience when calls drop or connectivity fails during important activities.

“Compensation matters, but it cannot make up for losses of small jobs or an important conversation that was taking place,” he said.

The NCC has also made public coverage maps based on crowdsourced network performance data available through its portal. The initiative is intended to help consumers assess network reliability in their immediate locations and make more informed decisions about service providers.

The regulator’s position reflects a broader distinction between compensating customers after service failures and improving the infrastructure and operational systems needed to prevent recurring disruptions.

Consumer advocates question network coverage statistics

Civil society representatives at the event called for telecom service assessments to reflect consumers’ everyday experiences, particularly those of people who continue to rely on older network technologies or live in areas with limited connectivity.

Professor Chiso Ndukwu-Okafor, Executive Director of the Consumer Advocacy and Empowerment Foundation (CADEF), cautioned against interpreting national coverage figures without considering the differences in service quality and technology available to subscribers.

“36% of subscriptions are 2G. We need to be careful how we read these statistics,” she said.

Ndukwu-Okafor noted that rural communities continue to experience network dead zones, while some consumers face difficulties accessing app-based customer support and complaint channels.

She called for improvements in complaint tracking and accountability, arguing that consumer trust must be supported by effective systems rather than treated as a slogan.

“If you begin to think of trust, not as a phrase, but as an infrastructure, then what you will do is create a strategy in building that trust,” she said.

Her remarks highlighted the need for consumer protection mechanisms that account for differences in connectivity, device capabilities and access to digital services.

MTN highlights data monitoring and service diagnostics

Responding on behalf of network operators, MTN Nigeria outlined its ongoing network investments and addressed subscriber concerns about rapid data depletion.

Winifred Umerah, General Manager of Customer Strategy Management and Insights at MTN Nigeria, explained that mobile data consumption differs from traditional voice calls and SMS because applications can continue using data in the background.

She said MTN had introduced real-time data monitoring tools that allow subscribers to identify applications consuming the most data on their smartphones. Customers can also compare application-level usage information with network records to investigate discrepancies and raise concerns with their service provider.

Umerah added that operators’ diagnostic capabilities extend beyond general coverage information, allowing them to distinguish between problems associated with a subscriber’s device and those originating from network infrastructure.

“Access does not translate to satisfactory usage,” Umerah explained. “When you call to lay complaints from your number, we are able to check: is it an experience that we caused, or as a result of your phone or device, or as a result of the transmission station?”

The distinction is important because a subscriber may be within a coverage area without necessarily experiencing reliable service. Effective diagnostics can help identify the source of a problem and support more targeted resolution.

Umerah reaffirmed MTN’s commitment to investing in tools designed to improve accessibility and help customers understand their data usage and network experience.

NCC raises concerns over infrastructure vandalism

The NCC also urged telecom subscribers to remain vigilant against infrastructure vandalism, which can disrupt connectivity across affected communities. Damage to telecommunications infrastructure can undermine network improvements and contribute to recurring service interruptions.

Maida stressed that providers must take responsibility for service quality, ensure that billing is transparent and honour commitments made to customers when complaints are raised.

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

The regulator’s message reinforced the importance of linking network investment with measurable improvements in customer experience. Compensation, coverage information and data monitoring tools can help address individual concerns, but lasting improvements also depend on reliable infrastructure and effective service management.

How subscribers can escalate unresolved complaints

The NCC reiterated that consumers with unresolved billing or network complaints should first obtain a formal complaint reference number from their service provider before escalating the matter to the regulator.

Subscribers can contact the NCC through its toll-free helpline, 622, or use the commission’s official online channels to pursue unresolved grievances.

The regulator’s approach places greater emphasis on accountability across the telecom service chain, from network performance and billing transparency to accessible complaint handling.

As Nigeria’s digital economy becomes increasingly dependent on reliable connectivity, the effectiveness of consumer protection will be measured not only by the number of subscribers compensated, but also by whether service disruptions decline and customers receive timely, transparent resolutions.