Consumer group hails NCC directive mandating Telcos to compensate subscribers

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

In a statement issued Tuesday and signed by its President, Tobi Olanrewaju, the group described the directive as a decisive shift in regulatory enforcement, noting that it places consumer welfare at the centre of Nigeria’s telecommunications governance.

According to the group, the policy already being implemented by major operators through airtime credits to affected subscribers, signals a move away from what it termed “an era of regulatory leniency” to one anchored on accountability and measurable outcomes.

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

“This is not merely about compensation; it is about restoring trust in the system,” the statement read.

Olanrewaju described the initiative as a demonstration of responsive leadership, noting that it aligns with global best practices where service providers are held accountable for failing to meet established standards.

He further noted that the Commission’s decision to enforce automatic compensation without requiring subscribers to lodge complaints reflects an understanding of the constraints faced by many users.

“This intervention acknowledges a fundamental principle that the burden of service failure should not rest on the consumer. By ensuring that compensation is automatic and directly linked to actual service disruption at the local level, the Commission has set a new benchmark for regulatory innovation in Nigeria,” he said.

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

Olanrewaju added that the policy goes beyond short-term relief, citing the Commission’s push for increased infrastructure investment as evidence of a broader strategy to address systemic challenges in the sector.

“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 said.

He noted that commitments by telecom operators to scale up infrastructure investment underscore the effectiveness of firm but constructive regulation.

The group urged telecom companies to view the directive as an opportunity to rebuild consumer confidence rather than a punitive measure, while also calling on other regulators to adopt similar people-centred approaches.

“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,” he added.

NCAN reaffirmed its support for the Commission’s reforms, stressing that sustained collaboration between regulators, operators and consumers would be key to improving service delivery.

It added that the long-term success of the policy would be measured not only by compensation already paid to subscribers but by tangible improvements in network performance nationwide.