NCC’s new compensation policy signals end to poor Telecom service impunity — Group

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

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

According to the group, the policy, which has already prompted major telecom operators to begin issuing airtime credits to affected subscribers, signals a shift from what it described as “an era of regulatory leniency” to one driven by accountability and measurable service standards.

“For years, Nigerian telecom subscribers have endured substandard service with little or no consequence for operators. What we are witnessing under Dr. Aminu Maida is a clear demonstration that regulatory oversight must produce tangible benefits for consumers. This is not only about compensation; it is about rebuilding public trust in the system,” the statement said.

NCAN noted that the initiative reflects responsive leadership and aligns with global best practices where service providers are held accountable for failing to meet agreed standards.

The group particularly praised the Commission’s decision to make compensation automatic, without requiring subscribers to file complaints, describing it as a practical response to the realities faced by millions of users.

“This intervention reinforces the principle that consumers should not bear the burden of service failure. By linking compensation directly to verified service disruptions at the local level, the Commission has established a new benchmark for regulatory innovation in Nigeria,” Olanrewaju stated.

The advocacy group also hailed the NCC’s plan to monitor service quality at the Local Government Area level, saying it would provide a more accurate reflection of users’ experiences instead of relying solely on national averages.

It further noted that the policy goes beyond short-term relief, pointing to the Commission’s push for increased infrastructure investment as evidence of a broader strategy to improve service delivery across the sector.

“It is commendable that the Commission is not limiting its intervention to compensation alone but is also compelling operators to invest in network upgrades. This dual approach ensures that consumers receive immediate value while the underlying causes of poor service are addressed,” the statement added.

NCAN said the commitment by telecom operators to expand infrastructure investment demonstrates the effectiveness of firm but constructive regulation.

The group urged operators to view the directive as an opportunity to restore consumer confidence and improve service quality, rather than as a punitive measure.

It also called on other regulatory agencies to adopt similar people-oriented policies capable of addressing systemic challenges in their respective sectors.

“At a time when Nigerians are facing significant economic pressures, policies that directly improve their daily lives must be prioritised. Dr. Maida has shown that effective regulation can serve as a powerful tool for social and economic justice,” Olanrewaju added.

The group reaffirmed its support for the ongoing reforms by the Nigerian Communications Commission and encouraged sustained collaboration among regulators, telecom operators and consumers to ensure lasting improvements in network performance nationwide.