NCC vows sanctions for telecom operators over poor service quality

The Nigerian Communications Commission (NCC) has vowed to hold telecommunications operators accountable for poor service quality, warning that providers who fail to meet regulatory standards will face enforcement measures as it intensifies efforts to improve subscribers’ experience nationwide.

The Executive Vice Chairman of the NCC, Dr Aminu Maida, gave the assurance at the 95th Telecom Consumer Parliament in Lagos, held under the theme, “Enhancing Consumer Experience: Strengthening Service Quality and Consumer Protection in Nigeria’s Digital Economy.”

Maida said effective regulation must deliver measurable improvements in the daily experiences of telecommunications consumers, including reliable connectivity, transparent billing and accessible channels for resolving complaints.

He stressed that the Commission would continue to enforce service standards, protect subscribers’ rights and ensure operators take responsibility when the quality of service falls below expectations.

“We must judge our work by the difference it makes to your experience,” he said.

Illustrating the impact of poor network performance, Maida explained that network failures could cost traders sales when they are unable to confirm payments, while students risk missing deadlines because of slow internet connections.

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

Highlighting efforts to improve telecommunications services, the NCC chief disclosed that operators had carried out more than 6,500 network improvement interventions in 2026.

He said the interventions included network capacity expansions, equipment upgrades and the deployment of newer technologies designed to improve the reliability of voice calls and data services.

Maida also encouraged subscribers to use the Commission’s public network coverage maps and performance-monitoring tools available on its website to compare operators and make informed decisions based on service quality in their locations.

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“Our public coverage maps on the NCC website provide an independent comparison of networks using crowdsourced performance data from people’s everyday experience,” he said.

According to him, consumers can use the information to assess network coverage and performance in areas where they live, work or conduct business.

However, Maida identified the persistent vandalism of telecommunications infrastructure as a major challenge to service delivery.

He said fibre-optic cable cuts, equipment theft and damage to network facilities continued to disrupt connectivity, affecting individuals, businesses and the wider economy.

He emphasised that protecting critical telecommunications infrastructure was essential to maintaining reliable services across the country.

The EVC further disclosed that approximately 75 million subscribers had benefited from airtime compensation under the NCC’s Consumer Compensation Framework in 2026.

He said the Commission would sustain its consumer-protection measures and sanction operators where necessary to ensure compliance with established standards.

“We will continue to hold operators accountable for the quality of service they provide,” Maida assured subscribers.

Earlier, the Executive Commissioner for Stakeholders Management at the NCC, Rimini Makama, said the 95th Telecom Consumer Parliament was convened to strengthen discussions on network reliability, billing transparency and effective complaint resolution.

Makama called for greater collaboration among regulators, telecommunications operators, consumer groups and other stakeholders to build a sector that consistently delivers value and earns the confidence of subscribers.

She outlined three key expectations for consumers: dependable services, clear billing and timely responses to complaints.

“When you pay for a service, you should be able to depend on it,” she said.

Makama added that subscribers should be able to understand their data consumption, charges and value-added services without confusion or unexpected deductions.

She also stressed that consumers who lodge complaints deserved to be heard, treated fairly and assisted promptly, including those facing additional barriers to accessing telecommunications services.

The Commission’s renewed commitment comes amid persistent consumer concerns over dropped calls, slow internet speeds, failed transactions and unexplained deductions, placing greater emphasis on regulatory enforcement and operators’ responsibility to deliver services that match subscribers’ expectations.