Tobi Olanrewaju, a telecommunications specialist and president of the National Consumers Advocacy Network (NCAN), said the Nigerian Communications Commission (NCC) has ordered mobile operators to reimburse users for sub‑standard network performance. In a statement released on Wednesday, Olanrewaji credited the move to the “bold and consumer‑centered” regulatory approach of NCC executive vice‑chairman Aminu Maida.
The commission’s directive requires MTN Nigeria, Airtel Nigeria and Globacom (Glo) to compensate subscribers who have experienced poor call quality, dropped calls or inadequate data service. NCC officials indicated that the operators must provide airtime credits or other appropriate remedies to affected customers, a step the regulator described as a “significant shift in enforcement” that places the interests of ordinary Nigerians at the core of telecommunications policy.
For years, many Nigerians have complained of intermittent coverage, slow data speeds and frequent call drops, often without receiving any redress from service providers. Olanrewaju described the latest action as “a clear assertion that regulatory oversight must translate into tangible benefits for consumers,” adding that the compensation is intended to rebuild confidence in the sector.
The NCC’s intervention follows a series of consumer complaints lodged with NCAN and other watchdog groups, which highlighted systemic service deficiencies across the three largest mobile network operators (MNOs). In response, NCC leadership convened a meeting with the operators in early October and set a deadline for the submission of remediation plans. MTN Nigeria announced that it had already credited airtime to a portion of its subscriber base last month, citing the commission’s guidance.
Olanrewaju called on other Nigerian regulatory bodies to emulate the NCC’s approach, stressing that “policies that directly impact daily life must be prioritized,” especially amid the country’s broader economic challenges. He noted that effective regulation can serve as a tool for social and economic justice when it is consistently applied.
The NCC has not disclosed the total number of subscribers eligible for compensation nor the exact amount of airtime to be allocated. However, the commission indicated that compliance will be monitored closely, with further penalties possible for operators that fail to meet the stipulated timelines.
Industry analysts view the move as a potential turning point for consumer protection in Nigeria’s telecom market. If sustained, the enforcement could prompt operators to invest more in network upgrades, improve service quality and adopt more transparent customer‑service practices. The outcomes of the NCC’s directive are expected to be reviewed in the coming months, with reports to be released to the public and to stakeholders across the sector.
