By Ahmed Ahmed
The National Consumers Advocacy Network has commended the Executive Vice Chairman of the Nigerian Communications Commission (NCC), Dr. Aminu Maida, over a new regulatory policy requiring telecommunications operators to compensate subscribers for poor network service.
The NCC recently introduced a compensation framework mandating telecom operators to provide compensation to subscribers affected by service disruptions, marking a new approach to service quality oversight within the sector.
The advocacy group described the initiative as a “consumer-centred intervention” that places the interests of Nigerians at the centre of telecommunications regulation.
In a statement signed by its President, Tobi Olanrewaju, the group said that the framework reflects stronger enforcement of service quality standards within the industry.
According to the network, some operators have already begun crediting affected subscribers with airtime compensation following network disruptions.
The policy introduces automatic compensation for affected subscribers without requiring individual complaints before redress is provided.
The group said the policy represents a shift from regulatory tolerance to accountability.
The network stated: “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 group also described the initiative as a practical example of responsive leadership aligned with global regulatory standards.
It added that the decision to make compensation automatic, without requiring complaints from subscribers, reflects an understanding of the challenges faced by consumers.
“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,” the network stated.
The group also commended the NCC’s decision to monitor service quality at the Local Government Area level, describing it as a step aimed at capturing user experience more accurately across different locations.
Nigeria’s telecommunications sector has continued to experience concerns relating to dropped calls, unstable data services and delayed network restoration despite growth in subscriber numbers and digital service adoption.
The compensation framework introduces additional compliance obligations for operators regarding service delivery and consumer protection standards within the telecommunications industry.
