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 customers for sub‑standard network performance. In a statement released on Wednesday, Olanrewaju credited the directive to the commission’s “bold, consumer‑centred” regulatory approach under executive vice‑chairman Aminu Maida.
The NCC’s order requires the three largest mobile network operators—MTN Nigeria, Airtel Nigeria and Glo (Globacom)—to compensate subscribers who experienced poor signal strength, dropped calls or slow data speeds. According to Media Talk Africa, MTN Nigeria has already begun issuing airtime credits to affected users as a form of redress.
Olanrewaju described the decision as a “significant shift in regulatory enforcement,” arguing that it places ordinary Nigerians’ interests at the core of telecommunications governance. He noted that, for years, consumers have endured inadequate service with little accountability 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,” he said.
The NCC’s move follows a series of complaints lodged by consumer groups about persistent network deficiencies across the country. Earlier this year, the regulator warned operators that failure to meet service quality standards could result in penalties. The latest directive expands on that warning by mandating direct restitution to customers, a step that Olanrewaju says sets a new benchmark for the sector.
He also urged other Nigerian regulatory bodies to consider the NCC’s approach. “At a time when Nigerians are grappling with economic pressures, policies that directly impact their daily lives must be prioritized. Dr. Maida has demonstrated that regulation, when properly executed, can serve as a powerful tool for social and economic justice,” Olanrewaju added.
Industry analysts view the compensation order as a potential catalyst for improving network quality. By linking operator revenues to service performance, the NCC aims to create incentives for infrastructure investment and better customer support. The commission has not disclosed the total value of the reimbursements, but the immediate payouts by MTN suggest that operators are taking the directive seriously.
The enforcement action arrives amid broader efforts by the Nigerian government to strengthen consumer protection across key sectors. If successful, the NCC’s strategy could influence regulatory practices in other industries, prompting a more proactive stance on consumer rights.
As the compensation process unfolds, the NCC has indicated that it will monitor compliance closely and may impose further sanctions on operators that fail to meet the stipulated standards. The outcome will be closely watched by both domestic stakeholders and international observers interested in the evolution of telecommunications regulation in Africa.
