Consumer group hails NCC directive on telecom compensation
The National Consumers Advocacy Network (NCAN) has commended the Executive Vice Chairman of the Nigerian Communications Commission, Aminu Maida, for mandating telecom operators to compensate subscribers for poor network service.
The National Consumers Advocacy Network (NCAN) has commended the Executive Vice Chairman of the Nigerian Communications Commission, Aminu Maida, for mandating telecom operators to compensate subscribers for poor network service.
In a statement issued on Tuesday and signed by its President, Dr Tobi Olanrewaju, the group said the directive represents a decisive shift in regulatory enforcement, placing consumer interests at the centre of telecommunications governance.
NCAN noted that the policy, which has already prompted major operators to begin issuing airtime credits to affected subscribers, marks a departure from what it described as an era of regulatory leniency to one defined by measurable accountability.
“For years, Nigerian telecom subscribers have endured substandard service with little or no consequence for operators. What we are witnessing under Aminu Maida is a clear assertion that regulatory oversight must deliver tangible benefits for consumers. This is not merely about compensation; it is about restoring trust in the system,” the statement said.
The group described the intervention as a practical demonstration of responsive leadership, aligning with global best practices where service providers are held accountable for failing to meet established standards.
It added that the decision to enforce automatic compensation, without requiring subscribers to file complaints, reflects an understanding of the realities faced by many users who lack the time or resources to pursue formal redress.
“This intervention reinforces a fundamental principle that the burden of service failure should not rest on the consumer. By linking compensation directly to verified service disruptions at the local level, the Commission has set a new benchmark for regulatory innovation in Nigeria,” Olanrewaju stated.
The group also commended the Commission’s focus on monitoring service quality at the Local Government Area level, noting that it would provide a more accurate reflection of user experience than broad national averages.
According to NCAN, the policy extends beyond immediate relief, citing the Commission’s parallel push for increased infrastructure investment as part of a long-term strategy to improve service delivery.
“It is particularly commendable that the Commission is not stopping at compensation but is compelling operators to invest in network upgrades. This dual approach ensures that while consumers receive immediate value for past deficiencies, the root causes of poor service are being systematically addressed.”
He added that the reported commitment by telecom operators to significantly scale up infrastructure investment reflects the effectiveness of firm but constructive regulation.
The group urged operators to embrace the directive not as a punitive measure but as an opportunity to rebuild consumer confidence and strengthen their service offerings.
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Dr Olanrewaju further called on other regulatory agencies to draw lessons from the NCC’s approach, noting that proactive and people-focused policies are essential in addressing systemic inefficiencies across sectors.
“At a time when Nigerians are grappling with economic pressures, policies that directly impact their daily lives must be prioritised. Dr Maida has demonstrated that regulation, when properly executed, can serve as a powerful tool for social and economic justice.”
The group reaffirmed its support for the Commission’s reforms and encouraged continued engagement between regulators, operators, and consumers to sustain improvements in service quality.
He added that the success of the policy would ultimately be measured not just by the compensation already disbursed, but by the extent to which it drives lasting improvements in network performance across the country.
