NCC Commended Over Telcos Compensation Policy

The National Consumers Advocacy Network (NCAN) has commended the Executive Vice Chairman of the Nigerian Communications Commission (NCC), Aminu Maida, for introducing a policy compelling telecommunications operators to compensate subscribers for poor service delivery.

In a statement issued on Tuesday and signed by its President, Tobi Olanrewaju, the group described the directive as a bold, consumer-focused regulatory intervention that places the interests of Nigerians at the centre of telecommunications governance.

NCAN noted that the policy, which has already prompted some operators to begin compensating subscribers with airtime credits, marks a shift from what it termed “regulatory leniency” to a regime of accountability.

“For years, telecom subscribers have endured poor service quality with little or no consequence for operators. What we are witnessing under Dr Aminu Maida is a clear demonstration that regulatory oversight must translate into tangible benefits for consumers,” the statement said.

The group added that the policy aligns with global best practices, where service providers are held accountable for failing to meet quality standards.

It particularly lauded the Commission’s decision to mandate automatic compensation without requiring subscribers to file complaints, noting that the approach reflects a practical understanding of the challenges faced by many users.

“This intervention reinforces the principle that the burden of service failure should not rest on the consumer. By linking compensation directly to service disruption, the Commission has set a new benchmark for regulatory innovation,” Olanrewaju stated.

The advocacy group also commended the NCC’s focus on monitoring service quality at the Local Government Area level, describing it as a critical step toward capturing real user experiences rather than relying on broad national data.

According to the group, the policy goes beyond immediate relief, pointing to the Commission’s push for increased infrastructure investment by telecom operators as a long-term solution to poor service delivery.

“It is commendable that the Commission is not stopping at compensation but is also driving network upgrades. This dual approach ensures that while consumers receive immediate value, the root causes of poor service are being addressed,” he added.

NCAN urged telecom operators to embrace the directive as an opportunity to rebuild consumer confidence and improve service quality.

The group also called on other regulatory bodies to adopt similar proactive and people-centred approaches in addressing sectoral challenges.

“At a time of economic pressure on citizens, policies that directly impact daily life must be prioritised. This initiative demonstrates that effective regulation can serve as a tool for social and economic justice,” the statement added.

The group reaffirmed its support for ongoing reforms by the Commission and stressed that the success of the policy would ultimately be measured by sustained improvements in network performance nationwide.