The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have created a framework to standardise operations around airtime recharge and resolve persistent consumer complaints.
NCC executive vice chairman Aminu Maida said subscribers have frequently reported being debited for failed recharges, data depletion, and poor network services.
“When you recharge, you get debited and don’t necessarily get the credit. The director of consumer affairs with our counterparts in the CBN set up a task force, and there’s now a framework that is undergoing review to standardise the operations around top-ups and recharge,” Maida said.
He explained that the NCC has revised its quality of service (QoS) guidelines, expanding accountability beyond mobile network operators (MNOs) to include tower co-location service providers (TowerCos).
“We have revised our quality of service guidelines, so no longer do we just hold the mobile network operators accountable. We have brought TowerCos into scope to hold them accountable for quality of service,” he said.
According to him, improvement plans have been submitted by operators following bi-weekly meetings. He noted that investments unlocked by tariff adjustments and government policies are beginning to flow into the industry.
“Equipment orders are arriving from overseas and installations are ongoing, but we must be patient because Nigeria has over 40,000 telecom sites, some in difficult terrain. So that framework is undergoing review by both regulators. We have to be very thorough, and once that is released and operationalised, I’m confident that that particular issue should come under control,” Maida said.
The NCC chief dismissed suggestions that the regulator’s new governance drive was punitive.
“It’s simple. We want the industry to grow,” he said. “Corporate governance is a very strong tool for information disclosure and transparency. It may be uncomfortable in the short term, but it is in good faith. My desire is to one day see a wholly-owned Nigerian telecoms company thriving on the stock exchange, just like Dangote.”
Freda Bruce-Bennett, director of the NCC Consumer Affairs Bureau, urged subscribers to adopt smarter data-saving practices.
“Simple steps like monitoring app permissions, turning off auto-play on videos, and disabling background data for non-essential apps can make a big difference,” she said, while also recommending frequent app updates and data management tools offered by service providers.
Maida reassured consumers that the NCC remains committed to stronger service delivery, investor protection, and user rights.
