The National Consumers Advocacy Network (NCAN) has praised the Executive Vice Chairman of the Nigerian Communications Commission (NCC), Aminu Maida, for introducing a policy that requires telecom 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 significant shift in regulatory enforcement, placing consumer welfare at the center of telecommunications governance.
According to the group, the policy, under which major operators have begun issuing airtime credits to affected users, marks a departure from what it termed years of limited accountability within the sector. “For years, Nigerian telecom subscribers have endured suboptimal service quality with little or no consequence for operators,” the statement said. “This intervention signals that regulatory oversight must translate into tangible benefits for consumers.”
NCAN particularly highlighted the decision to mandate automatic compensation without requiring subscribers to lodge complaints, describing it as a practical response to everyday realities faced by users. The group said the approach removes the burden from consumers, many of whom lack the time or resources to navigate formal complaint channels. “This intervention acknowledges a fundamental principle: the burden of service failure should not rest on the consumer,” Olanrewaju said.
The advocacy body also welcomed the Commission’s move to monitor service quality at the Local Government Area level, noting that this would provide a more accurate reflection of user experience across the country. It argued that such granular tracking would help address long-standing gaps between reported network performance and actual service delivery. Beyond compensation, the group said the policy’s emphasis on compelling operators to invest in network upgrades reflects a broader strategy aimed at long-term improvement. “It is particularly commendable that the Commission is not stopping at compensation but is also pushing for infrastructure development,” the statement noted.
The group added that commitments by telecom operators to scale up investment suggest that firm regulatory action can drive meaningful change within the industry. NCAN urged telecom operators to view the directive as an opportunity to rebuild consumer trust rather than a punitive measure. It also called on other regulatory bodies to adopt similar consumer-focused approaches, arguing that proactive policies are essential to addressing systemic inefficiencies across sectors. “At a time when Nigerians are under economic pressure, policies that directly improve daily life must be prioritized,” Olanrewaju said. The group maintained that the long-term success of the policy would depend not only on compensation already issued but on sustained improvements in network quality nationwide.
