The National Consumers Advocacy Network has praised NCC boss Aminu Maida for a new rule forcing telecom operators to compensate subscribers hit by poor network service.
In a Tuesday statement, NCAN President Tobi Olanrewaju called the directive a “consumer-centred intervention” that shifts regulation from tolerance to accountability.
“For years, Nigerian telecom subscribers have endured suboptimal service quality with little or no consequence for operators,” Olanrewaju said. “What we are witnessing under Dr Aminu Maida is a clear assertion that regulatory oversight must translate into tangible benefits for consumers.”
NCAN noted some operators have already started crediting affected users with airtime. The group said making compensation automatic shows the NCC understands consumer pain points.
“The burden of service failure should not rest on the consumer,” the statement said. “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.”
The group also backed the NCC’s move to track service quality by Local Government Area, saying it captures real user experience better than national averages.
NCAN said the policy goes further by compelling telcos to invest in network upgrades.
“It is particularly commendable that the Commission is not stopping at compensation but is compelling operators to invest in network upgrades,” Olanrewaju said. “This dual approach ensures consumers receive immediate value while root causes are addressed.”
He said reported telco commitments to scale up infrastructure show that “firm but constructive regulation” works.
“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 pledged support for the reforms and urged sustained collaboration among regulators, operators, and consumers.
It said success will be measured not just by compensation paid, but by long-term gains in network performance nationwide.
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