Regulatory Shift Shows Consumer Experience Becomes Top Priority for NCC

The Nigerian Communications Commission (NCC) has declared that improving consumer experience is now at the heart of its regulatory direction, signalling a stronger shift toward protecting subscribers and raising service quality across Nigeria’s telecommunications sector.

Speaking at the recent Telecom Consumer Parliament, NCC officials said the Commission is intensifying efforts to ensure that issues such as rapid data depletion, dropped calls, failed USSD transactions and delayed complaint resolutions are addressed decisively. According to the regulator, these recurring concerns have made it necessary to enforce stricter service-quality standards on operators. A senior NCC executive noted that as the country expands its digital infrastructure and pushes deeper broadband penetration, the experience of the average telecom user must reflect the level of investment going into the sector. He added that the Commission will continue to demand measurable service-quality improvement plans from operators. As part of the ongoing reforms, the Commission has directed telecom companies to simplify tariff plans and make pricing structures more transparent to help subscribers better understand what they are paying for. It has also mandated the use of harmonised short codes across all networks, ensuring uniform access to essential services for consumers nationwide. Operators are further required to issue timely notifications during major network disruptions or outages. In addition, the NCC has partnered with the Central Bank of Nigeria to tackle the growing problem of failed telecom-banking transactions. A joint taskforce has been set up to streamline processes and enhance the reliability of digital payment channels, which both regulators say are critical to Nigeria’s emerging digital economy. Industry experts and consumer rights advocates have welcomed the Commission’s renewed focus on service quality but urged consistent enforcement. They argue that Nigerians deserve transparent performance metrics and faster resolution of service-related problems, stressing that the NCC must hold operators accountable where necessary. With a new QoS and QoE monitoring framework expected soon, the NCC says its goal is to ensure that every Nigerian enjoys reliable, efficient and fair telecom services. The Commission insists that consumer protection is no longer secondary but fundamental to the future of telecommunications regulation in the country.