NCC to Deploy Independent Auditors to Enforce Customer Compensation by Telecom Operators

 NCC to Deploy Independent Auditors to Enforce Customer Compensation by Telecom Operators

The Nigerian Communications Commission (NCC) has unveiled plans to engage independent auditors to verify compliance by telecom operators with consumer protection regulations, particularly those requiring compensation for poor-quality service.

Executive Vice Chairman of the Commission, Aminu Maida, disclosed this during the NCC’s first media engagement session of 2026 held in Abuja, describing the move as part of efforts to strengthen regulatory oversight and improve service delivery standards across the telecommunications sector.

According to Maida, the Commission will enlist external verification professionals to independently assess whether service providers are adhering to established guidelines on compensating customers affected by substandard voice and data services.

“We will be bringing in external verification experts to confirm that service providers are complying with the established guidelines,” he said.

The NCC boss revealed that complaints related to network quality have dropped significantly, declining from 351,000 to 75,000 following the 2025 tariff review, which he said reflects gradual improvements in service performance.

He urged subscribers to report service-related issues through the Commission’s toll-free lines—300 and 622—or via its online complaint portal, stressing that consumer feedback remains critical to regulatory enforcement.

Maida noted that the Commission’s actions are guided by transparency and accountability, adding that operators have already received clear directives to ensure compliance with consumer protection standards.

On infrastructure protection, he highlighted ongoing collaboration with the Office of the National Security Adviser (ONSA), which he said has led to a reduction in incidents of fibre optic cable damage, particularly at construction sites nationwide.

He also confirmed continued expansion of fifth-generation (5G) network infrastructure in major urban centres, alongside efforts to optimise underutilised spectrum resources. In addition, a comprehensive review of the national telecommunications policy is currently underway.

While acknowledging that service quality has yet to meet desired benchmarks, Maida maintained that steady progress is being recorded across the industry.

Other key initiatives outlined include the resolution of outstanding USSD-related debts, the introduction of a 24-month compliance timeline for new corporate governance standards for telecom operators, and collaboration with the Central Bank of Nigeria (CBN) to enhance digital financial inclusion while tackling electronic fraud.

On handset affordability, Maida said regulatory decisions are being shaped by global market dynamics, with ongoing engagement with manufacturers to ensure fair pricing for consumers.

Addressing concerns about harmful online content, he disclosed that the Commission is working with relevant government agencies to develop appropriate regulatory responses.

Earlier, Head of Public Affairs at the NCC, Nnenna Ukoha, described the media engagement as part of sustained stakeholder outreach aimed at strengthening resilience and long-term stability in the telecommunications sector.

Also speaking, Executive Commissioner for Stakeholder Management, Rimini Makama, commended journalists for their role in ensuring accurate reporting and maintaining oversight of regulatory activities.