NCC vows sanctions for telecom operators over poor service, says 75m subscribers compensated

The Nigerian Communications Commission (NCC) has vowed to intensify enforcement against telecommunications operators and service providers that fail to meet prescribed service quality standards, warning that companies will be held accountable for poor network performance and other service failures.

The commission said it would strengthen regulatory measures to protect subscribers, improve service delivery and ensure consumers receive value for the services they pay for.

Executive Vice Chairman and Chief Executive Officer of the NCC, Dr Aminu Maida, stated this at the 95th Telecom Consumer Parliament in Lagos, themed, “Enhancing Consumer Experience: Strengthening Service Quality and Consumer Protection in Nigeria’s Digital Economy.”

Maida said the commission would continue to enforce service standards and protect subscribers from poor service delivery, adding that regulatory efforts must translate into tangible improvements in consumers’ daily experiences.

He said telecommunications users deserved reliable connectivity, transparent billing and accessible channels for resolving complaints whenever operators failed to meet service expectations.

“The NCC, as the regulator, has an obligation to protect consumers by setting clear standards, holding service providers accountable, and ensuring that there is a fair way to seek redress. We must judge our work by the difference it makes to your experience,” he said.

The NCC chief explained that poor network performance could have serious consequences for individuals and businesses, including traders unable to confirm payments and students who miss assignment deadlines because of slow internet connections.

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According to him, these everyday challenges underscore the need for operators to provide dependable services and take responsibility when their networks fail.

Maida disclosed that telecommunications operators had undertaken more than 6,500 network improvement interventions in 2026.

The interventions, he said, included capacity expansion, equipment upgrades and the deployment of newer technologies to improve voice and data services across the country.

He also encouraged subscribers to use the NCC’s public coverage maps and performance-monitoring tools available on the commission’s website to compare network performance in their locations before choosing service providers.

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

He explained that the tools would enable consumers to assess network coverage and performance in areas where they live, work or conduct business, helping them make more informed decisions about their telecommunications providers.

The NCC boss, however, raised concerns about the persistent vandalism of telecommunications infrastructure, warning that fibre-optic cable cuts, equipment theft and damage to network facilities continued to disrupt services.

He said protecting critical telecommunications infrastructure was essential to maintaining reliable connectivity and preventing disruptions that affect subscribers, businesses and other users of digital services.

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

He said the NCC would sustain enforcement of the framework and impose sanctions where necessary to ensure operators complied with regulatory requirements and safeguarded consumer interests.

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

Earlier, the Executive Commissioner for Stakeholders Management at the NCC, Rimini Makama, said the 95th edition of the Telecom Consumer Parliament was organised to deepen discussions on network reliability, billing transparency and effective resolution of consumer complaints.

Makama called for stronger collaboration among regulators, telecommunications operators, consumer advocacy groups and other stakeholders to build an industry that consistently delivers value and earns the confidence of subscribers.

She outlined three key expectations for telecommunications consumers: dependable services, clear billing and responsive complaint resolution.

According to her, subscribers should be able to rely on services after paying for them and understand their data consumption, charges and any value-added services activated on their lines without unexpected deductions.

She added that consumers who lodge complaints should be heard, treated fairly and assisted promptly, including those who encounter additional barriers in accessing telecommunications services.

The commission said the discussions at the parliament would reinforce efforts to improve service quality, promote transparency and strengthen consumer protection as Nigeria’s digital economy continues to expand.