Consumers Applaud NCC Over Move To Make Telcos Pay For Service Failures

According to Ireporter Online, the National Consumers Advocacy Network has praised the Executive Vice Chairman of the Nigerian Communications Commission (NCC), Aminu Maida, over a new policy that compels telecom operators to compensate subscribers for poor quality of service.

In a statement released on Tuesday and signed by its President, Dr Tobi Olanrewaju, the advocacy group described the directive as a bold, consumer-driven reform aimed at strengthening accountability within the telecommunications sector.

The group observed that several major telecom operators have already begun issuing airtime credits to affected subscribers, noting that the development signals a departure from what it termed years of regulatory leniency to a more enforceable system of responsibility.

It stated that Nigerian subscribers have long suffered inadequate network services without meaningful consequences for service providers, adding that the new regulatory stance represents a shift towards restoring public confidence in the industry.

Dr Olanrewaju noted that the policy’s automatic compensation framework, which does not require customers to file complaints before receiving redress, reflects a deeper understanding of the everyday realities faced by consumers.

He further explained that tying compensation directly to verified service disruptions at local levels introduces a more precise and transparent regulatory model that ensures operators are held accountable based on actual performance.

The group also commended the NCC’s decision to monitor service quality at the Local Government Area level, describing it as a significant improvement that captures real-time user experiences rather than relying solely on broad national assessments.

While acknowledging the immediate relief provided to subscribers, the advocacy network also welcomed the Commission’s simultaneous push for telecom companies to invest in infrastructure upgrades, describing it as a balanced approach that addresses both short-term compensation and long-term service improvement.

The statement urged telecom operators to view the directive as an opportunity to rebuild trust with consumers, while encouraging other regulatory bodies across sectors to adopt similarly people-centred policies.

Dr Olanrewaju added that the initiative demonstrates how effective regulation can serve as a tool for promoting fairness and economic justice, stressing that its ultimate success would be measured by sustained improvements in service quality nationwide.

The group reaffirmed its support for the NCC’s ongoing reforms and called for continued cooperation among regulators, operators, and consumers to ensure lasting positive impact in the sector.