The National Consumers Advocacy Network has commended the Nigerian Communications Commission’s consumer compensation directive, describing it as a strong example of responsive regulation that directly benefits telecom subscribers.
The group made this known in a statement issued on Tuesday and signed by its President, Tobi Olanrewaju.
NCAN said the initiative under the leadership of Aminu Maida demonstrates that effective regulation must translate into measurable value for consumers.
“For years, Nigerian telecom subscribers have endured suboptimal service quality with little or no consequence for operators,” the group said in the statement.
“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.”
NCAN described the policy as a practical example of leadership aligned with global regulatory standards, noting that the decision to make compensation automatic without requiring subscribers to lodge complaints reflects an understanding of the realities faced by consumers.
According to the group, the intervention reinforces the principle that consumers should not bear the burden of service failures caused by operators.
“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 statement added.
The advocacy group also praised the NCC’s decision to monitor service quality at the Local Government Area level, saying the approach offers a more accurate reflection of users’ experiences nationwide.
It further noted that the policy goes beyond compensation, pointing to the Commission’s efforts to compel telecom operators to invest in network upgrades and infrastructure expansion.
“It is particularly commendable that the Commission is not stopping at compensation but is compelling operators to invest in network upgrades,” the statement said.
“This dual approach ensures that while consumers receive immediate value for past deficiencies, the root causes of poor service are being systematically addressed.”
NCAN added that commitments by telecom operators to increase infrastructure investment show the effectiveness of firm but constructive regulation.
The group urged operators to see the directive as an opportunity to rebuild public trust and improve service delivery standards across the country.
“At a time when Nigerians are grappling with economic pressures, policies that directly impact their daily lives must be prioritised,” the statement read.
“Dr Maida has demonstrated that regulation, when properly executed, can serve as a powerful tool for social and economic justice.”
NCAN reaffirmed its support for the NCC’s ongoing reforms and called for sustained collaboration between regulators, operators and consumers to improve network quality nationwide.
