The National Consumers Advocacy Network (NCAN) has commended the Executive Vice Chairman of the Nigerian Communications Commission, Aminu Maida, for the bold and consumer-centred regulatory intervention compelling telecom operators to compensate subscribers for poor network service.
In a statement issued on Tuesday and signed by its President, Dr Tobi Olanrewaju, the group said the directive marks a significant shift in regulatory enforcement, placing the interests of ordinary Nigerians at the heart of telecommunications governance.
The group noted that the move, which has already seen major operators begin compensating subscribers with airtime credits, signals a departure from what it called “an era of regulatory leniency” to one of measurable accountability.
“For years, Nigerian telecom subscribers have endured suboptimal service quality with little or no consequence 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,” the statement read.
He described the policy as a practical demonstration of responsive leadership, adding that it aligns with global best practices where service providers are held accountable for failing to meet agreed standards.
According to him, the decision to mandate automatic compensation without requiring subscribers to file complaints reflects a deep understanding of the realities faced by millions of users, many of whom lack the time or resources to navigate bureaucratic processes.
“This intervention acknowledges a fundamental principle that the burden of service failure should not rest on the consumer.
By ensuring that compensation is automatic and directly linked to actual service disruption at the local level, the Commission has set a new benchmark for regulatory innovation in Nigeria.”
The advocacy group also praised the Commission’s insistence on granular monitoring of service quality at the Local Government Area level, describing it as a critical step towards capturing real user experiences rather than relying on broad national averages.
Dr Olanrewaju said the policy goes beyond immediate relief, pointing to the Commission’s simultaneous push for infrastructure investment as evidence of a long-term strategy to improve service delivery.
“It is particularly commendable that the Commission is not stopping at compensation but is compelling operators to invest in network upgrades.
This dual approach ensures that while consumers receive immediate value for past deficiencies, the root causes of poor service are being systematically addressed.”
He added that the reported commitment by telecom operators to significantly scale up infrastructure investment reflects the effectiveness of firm but constructive regulation.
The group urged operators to embrace the directive not as a punitive measure but as an opportunity to rebuild consumer confidence and strengthen their service offerings.
Dr Olanrewaju further called on other regulatory agencies to draw lessons from the NCC’s approach, noting that proactive and people-focused policies are essential in addressing systemic inefficiencies across sectors.
“At a time when Nigerians are grappling with economic pressures, policies that directly impact their daily lives must be prioritised.
Dr Maida has demonstrated that regulation, when properly executed, can serve as a powerful tool for social and economic justice.”
The group reaffirmed its support for the Commission’s reforms and encouraged continued engagement between regulators, operators, and consumers to sustain improvements in service quality.
He added that the success of the policy would ultimately be measured not just by the compensation already disbursed, but by the extent to which it drives lasting improvements in network performance across the country.
