NCC commends Globacom for exceeding customer complaint resolution targets

The Nigerian Communications Commission (NCC) has commended telecommunications operator Globacom for exceeding its prescribed thresholds for resolving consumer complaints in August 2026.

The commendation was conveyed in a letter signed by Kabiru S. Haruna, Principal Manager, Consumer Protection and Advocacy, Consumer Affairs Bureau (CAB), in which the commission acknowledged the company’s performance in handling and resolving customer complaints during the period.

According to the NCC, Globacom surpassed the commission’s complaint resolution thresholds of 90 per cent and 97 per cent for Level 2 (L2) complaints, describing the achievement as evidence of the operator’s commitment to regulatory compliance and customer satisfaction.

“We are pleased to note that your organisation achieved and surpassed the Commission’s complaint resolution thresholds of 90% and 97% for Level 2 (L2) complaints,” the letter stated.

The commission added that the performance reflected Globacom’s commitment to improving service delivery and addressing consumer concerns.

It also noted that the company’s efforts towards timely complaint resolution and compliance with established Service Level Agreements (SLAs) had contributed to strengthening consumer confidence and promoting a positive customer experience in the telecommunications sector.

The NCC urged Globacom to sustain the performance while continuing to implement measures aimed at improving service quality and customer satisfaction.

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The recognition comes amid ongoing efforts by the telecommunications regulator to ensure that operators address subscribers’ complaints promptly and comply with consumer protection standards.

Globacom attributed the improvement in its complaint management process to continuous training for customer-facing employees and investments in modern technology.

The company said the measures had helped improve its handling of customer issues and pledged to sustain the efforts to deliver better services to subscribers.

The NCC’s commendation highlights the importance of effective complaint resolution in the telecommunications industry, where the quality of customer support remains a key aspect of consumer experience and regulatory compliance.