At the 95th Telecom Consumers Parliament in Lagos, Dr. Aminu Maida, the NCC’s executive vice chairman, emphasized that while financial remedies offer temporary relief, its primary goal is to eliminate persistent service disruptions.
Focus on Infrastructure, Not Just Compensation
Maida stated, Compensation matters, but it cannot make up for losses of small jobs or an important conversation that was taking place.
The NCC has deployed over 75 million targeted network interventions across the country to resolve service disruptions. To help citizens evaluate provider reliability, it has launched public coverage maps using crowdsourced performance data on its portal.
The commission also stressed the importance of official statistics reflecting the daily realities of consumers, particularly those on legacy networks. Professor Chiso Ndukwu-Okafor, executive director of the Consumer Advocacy and Empowerment Foundation (CADEF), cautioned against misinterpreting coverage figures, noting that 36% of subscriptions are still 2G.
Network Operators Respond to Subscriber Concerns
On behalf of network operators, MTN Nigeria addressed subscriber frustrations over rapid data depletion. Winifred Umerah, general manager of Customer Strategy Management and Insights, explained that data calibration differs from traditional voice or SMS due to active background consumption. However, she noted that operator transparency has improved, with MTN introducing real-time data monitoring tools to help subscribers track data usage.
MTN’s technical service diagnostic capabilities now distinguish between handset limitations and base station output. Umerah said, Access does not translate to satisfactory usage. When you call to lay complaints from your number, we are able to check if it’s an experience we caused or a result of your phone or device.
The operator remains committed to investing in accessibility tools to ensure high-speed connectivity for all customers.
Addressing Infrastructure Vandalism and Complaint Resolution
The NCC urged subscribers to remain vigilant against localized infrastructure vandalism, which disrupts connectivity in distant communities. Maida emphasized, People want their phones to work, their charges to make sense, and someone to take responsibility when things go wrong.
Subscribers with unresolved billing or network grievances should obtain a formal reference number from their provider before escalating complaints to the NCC via its toll-free helpline 622 or official online portals.
