NCC Reiterates Stance on Telecom Service Quality and Accountability
The Nigerian Communications Commission (NCC) has firmly reiterated its position on telephone service quality across the nation, insisting that telecommunications operators will be held strictly accountable for any declines in service performance. This declaration comes alongside a direct appeal to the approximately 184 million active subscribers, as recorded in February 2026, urging them to exercise patience with the sector during ongoing improvements.
Executive Leadership Engages with Telecom Operators
Dr. Aminu Maida, the Executive Vice Chairman of the NCC, alongside Board Chairman Idris Olorunnimbe, conducted a series of high-profile visits to key members of the Association of Licensed Telecom Operators of Nigeria (ALTON) in Lagos. The tour included stops at major facilities such as the MTN office, Airtel Data Centre, Glo Switching Station, and WIOCC Open Data Centre. During these engagements, Maida acknowledged the substantial investments made by operators thus far but emphasized the urgent need for enhanced strategies to elevate telephone service standards in Nigeria.
"Telecom operators will be held more accountable in this dispensation," Maida stated unequivocally. "We need to build more trust in the system. Customers must trust the system." He highlighted that while current investments have contributed to service improvements, significant additional funding is required to extend reliable connectivity to unserved and underserved regions throughout the country.
Addressing Key Consumer Complaints
Board Chairman Idris Olorunnimbe drew sharp attention to what he termed "burning issues" within the telecom sector, specifically pointing to persistent problems with poor service quality and unexplained data depletion. He stressed that data loss does not occur arbitrarily and called for increased subscriber education efforts from telecom companies.
"Every morning, I wake up to two major complaints: poor telephone services and disappearing data," Olorunnimbe revealed. "As much as I know, data doesn't just disappear on someone's phone because there are triggers. As such, telcos need to increase or deepen the education and awareness on what triggers data loss on the phone and what can be done to guard against such."
Infrastructure Investments and Subscriber Compensation
During the facility tour, Dr. Maida expressed admiration for the level of investment observed at sites like the Airtel Data Centre, noting that such engagements publicly demonstrate operator commitment. "This is not my first facility tour, but it is the first time the public will see this level of engagement. I must say I'm impressed," he commented. He acknowledged that Nigerians are demanding better services, which necessitates robust infrastructure development.
"I appeal to Nigerians to be a little more patient as these investments mature, so we can effectively address infrastructure deficits and improve service delivery," Maida appealed. Regarding the NCC's directive for telecom operators to provide compensation to subscribers for subpar service, he confirmed that the policy remains firmly in place without any alterations. "Yes, that directive still stands. There has been no change. We believe it is only fair that subscribers are compensated where service falls short," he asserted.
Maida further explained that while operators have demonstrated progress and service quality has improved according to available data, consumer demand is outpacing the expansion of infrastructure. He expressed confidence that this gap would be bridged in the near future through continued investment and strategic planning.
Global Competitiveness and Infrastructure Protection
NCC Chairman Idris Olorunnimbe emphasized that the telecom infrastructure observed during the tour is on par with global standards, asserting that Nigeria is not lagging behind internationally. With planned expansions, he believes the country will maintain its competitive edge worldwide. Addressing service disruptions, particularly during periods like the Easter break, Olorunnimbe clarified that dropped calls are typically unintentional, often resulting from issues such as fibre cuts, vandalism, or attacks on telecom infrastructure.
"Dropped calls are not deliberate. They are usually caused by issues such as fibre cuts, vandalism, or attacks on telecom infrastructure," he explained. He noted a significant reduction in such incidents due to data-driven interventions and anticipated further improvements as the Critical National Infrastructure programme expands.
Olorunnimbe also announced the introduction of a new accountability framework by the Commission. "Anyone who damages telecom infrastructure will be responsible for fixing it. This will encourage more caution during construction activities," he stated. He added that reliable service benefits network operators financially by encouraging longer usage times, thereby aligning their interests with minimizing service disruptions.
Industry Appreciation and Forward Outlook
Gbenga Adebayo, Chairman of ALTON, expressed appreciation for the proactive leadership demonstrated by the NCC during the engagements. The collaborative discussions underscored a shared commitment to enhancing Nigeria's telecommunications landscape through accountability, infrastructure development, and consumer education.
