The Nigerian Communications Commission (NCC) revealed that 75 million telecommunications subscribers have been reimbursed with airtime compensation so far in 2026 due to poor service quality. The regulator emphasized its ongoing efforts to compel service providers to upgrade network standards and swiftly address user complaints.
Speaking on Tuesday at the 95th Telecom Consumer Parliament in Lagos, the Executive Vice-Chairman (EVC) of the NCC, Aminu Maida, highlighted the regulatory actions taken to protect consumers.
“Under our Consumer Compensation Framework, 75 million subscribers have received airtime compensation for poor service so far in 2026, and we will continue to hold operators to account for the quality of service they provide,” Maida stated.
Maida disclosed that the commission has overseen more than 6,500 network interventions in 2026 alone. These actions encompass technology upgrades and expanding capacity in regions experiencing high network traffic.
“The Commission’s records show more than 6,500 network interventions so far in 2026, including upgrades to newer technologies and additional capacity where more people are using the network,” he noted.
He explained that these efforts are designed to ensure subscribers enjoy better connectivity, noting that the agency actively monitors network efficiency and compels operators to resolve operational gaps.
“We therefore monitor performance and require operators to address shortfalls, so that investment translates into better service in the places where you live and work,” Maida added.
Furthermore, network providers are now mandated to issue formal explanations regarding major outages, giving clear timelines for service restoration.
“When major outages occur, operators must also explain what has happened and when service is expected to return,” he said.
In addition to airtime compensation for network defects, nearly three million subscribers have received refunds for failed airtime and data purchases in 2026 under a dedicated reimbursement structure.
“So far in 2026, nearly 3 million subscribers have received refunds for failed airtime and data purchases under the refund framework, and we must keep working to prevent these failures and resolve them quickly when they occur,” Maida remarked.
This refund mechanism was created in partnership with the Central Bank of Nigeria (CBN), financial service institutions, and telecom companies to track unsuccessful transactions and ensure subscribers get prompt refunds.
To further safeguard consumer interests, the NCC is preparing to introduce guidelines that make data plans and usage clearer and easier to manage.
“Our forthcoming usage notification guideline will build on this by giving consumers clearer information about their daily data use and remaining balance, with access to a more detailed breakdown,” Maida explained.
He added that tariff simplification policies now require providers to present clear details regarding service offers before purchase.
“You should be able to see the price, the allowance and the validity of a bundle before you pay,” he emphasized.
Addressing security and fraud, the NCC chief mentioned the deployment of the Telecommunications Identity Risk Management System (TIRMS) to manage issues tied to recycled phone numbers.
“By helping organisations recognise recycled numbers and numbers flagged for fraud, TIRMS can reduce the risk of someone gaining access to another person’s accounts or services,” Maida noted.
Subscribers facing unresolved service problems were advised to first lodge a complaint with their network provider to get a reference number, after which they can escalate unresolved issues to the NCC via its toll-free helpline, 622.
Also speaking at the gathering, the Executive Commissioner for Stakeholder Management at the NCC, Rimini Makama, reiterated that the Telecom Consumer Parliament serves to resolve persistent issues related to billing, service quality, and customer support.
Reflecting on past feedback, Makama stated: “At the 94th Parliament, you told us about network quality, billing that wasn’t clear, transactions that failed, and how long it took to get help when something went wrong.”
She stressed that the commission expects the forum to yield concrete operational commitments from telecom providers rather than remaining just a space for highlighting grievances.
“My hope is that we leave today with more than a list of concerns. I’d like us to leave with practical commitments, a clear sense of who is responsible for what, and actions consumers will notice,” Makama stated, emphasizing that improving telecom experiences requires collaborative action between the regulator, consumers, and operators.
