Regulator records nearly three million refunds for failed airtime and data purchases, warns operators over service quality……
The Nigerian Communications Commission (NCC) says 75 million telecom subscribers have received airtime compensation for poor network service in 2026, as it intensifies efforts to hold operators accountable for service quality.
The Executive Vice-Chairman of the commission, Aminu Maida, disclosed this on Tuesday at the 95th Telecom Consumer Parliament in Lagos, where he outlined measures to address persistent network challenges and improve consumer protection.
Maida said the compensation was provided under the commission’s Consumer Compensation Framework, which requires operators to compensate eligible subscribers affected by poor service.
“Under our Consumer Compensation Framework, 75 million subscribers have received airtime compensation for poor service so far in 2026, and we will continue to hold operators to account for the quality of service they provide,” he said.
The NCC chief also revealed that the commission had recorded more than 6,500 network interventions this year, including upgrades to newer technologies and additional capacity in areas experiencing increased demand.
He said the interventions were intended to improve connectivity, adding that the commission continued to monitor network performance and require operators to address identified deficiencies.
Maida noted that telecom operators were also expected to explain the causes of major network outages and provide information on when affected services would be restored.
Beyond network quality, the commission disclosed that nearly three million subscribers had received refunds for failed airtime and data purchases in 2026.
According to Maida, the refunds were processed under a framework developed in collaboration with the Central Bank of Nigeria, telecom operators and financial service providers to trace failed transactions and ensure that affected customers receive their money promptly.
He said the commission would continue working with stakeholders to prevent transaction failures and improve the speed at which complaints were resolved.
The NCC is also developing new measures to make data consumption and charges more transparent to subscribers.
Maida said the forthcoming usage notification guideline would provide consumers with clearer information about their daily data consumption and remaining balances, alongside access to more detailed usage breakdowns.
He added that tariff simplification measures required operators to present their offers in a way that allows customers to understand the cost, data allowance and validity period of a bundle before making payment.
The commission is also seeking to tackle fraud associated with recycled telephone numbers through its Telecommunications Identity Risk Management System (TIRMS).
Maida explained that the system would help organisations identify recycled numbers and numbers flagged for fraudulent activity, reducing the risk of unauthorised access to individuals’ accounts and services.
He urged subscribers experiencing service problems to contact their network providers first and obtain complaint reference numbers before escalating unresolved cases to the NCC through its toll-free line, 622.
NCC seeks stronger commitments from operators
In her remarks, the Executive Commissioner for Stakeholder Management at the NCC, Rimini Makama, said the Telecom Consumer Parliament was designed to address recurring complaints about network quality, unclear billing, failed transactions and delays in customer support.
Makama said discussions at the previous parliament had highlighted persistent challenges faced by subscribers, stressing the need for concrete measures rather than repeated assurances.
She expressed hope that the latest meeting would produce specific commitments from telecom operators, with clear responsibilities and actions that consumers could see in improved service delivery.
The executive commissioner added that resolving the sector’s challenges would require sustained cooperation among the regulator, telecom operators and consumer advocacy groups.
The latest figures come amid continued complaints from subscribers over dropped calls, slow internet connections, unexpected data depletion and difficulties resolving billing issues, placing renewed attention on the effectiveness of regulatory measures to improve service delivery.
