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By Chinenye Anuforo
The Nigerian Communications Commission (NCC) has issued a strong call to telecom operators, urging them to match the country’s impressive industry growth with improved service quality that meets consumer expectations.
Speaking at the 94th edition of the Telecoms Consumer Parliament (TCP) in Lagos Tuesday, the Executive Vice Chairman and Chief Executive Officer of the NCC, Dr. Aminu Maida, said that while Nigeria’s telecom industry has grown remarkably from fewer than 500,000 active lines at liberalization to almost 170 million active subscriptions and 78% teledensity as of July 2025, the quality of network service “is still not where it should be.”
“Consumers have the right to reliable, efficient, and high-quality telecom services. Quality of service delivery is non-negotiable. It’s time for operators to ensure that growth translates into real value for users”, EVC said.
Themed “Addressing Network Quality for Improved Consumer Experience,” the Parliament brought together regulators, operators, and consumer groups to discuss service delivery challenges, network downtime, and customer satisfaction.
Maida outlined several key measures being implemented by the Commission to enhance accountability and performance across the sector. These include updated Quality of Service Regulations, a new Internal Service Committee to review operator performance bi-weekly, a tariff adjustment policy to restore investor confidence, and stricter enforcement of the Presidential Order on the Protection of Critical National Infrastructure.
He added that telecom providers are now mandated to report major network outages and communicate service disruptions transparently to their customers.
“Improving network quality is a shared responsibility. Regulators, operators, infrastructure providers, government stakeholders, and even consumers must all work together to achieve better outcomes”, Maida said.
Earlier, the Executive Commissioner for Stakeholder Management, Barrister Rimini Makama, said the NCC’s focus remains on ensuring that consumers enjoy reliable and affordable services, as these form the foundation of industry sustainability.
“Quality of Service and Quality of Experience are the key indicators of value for consumers. At the NCC, our guiding principle is simple, the consumer must always come first”, she said.
The Telecoms Consumer Parliament, established by the NCC in 2003, continues to serve as one of the longest-running consumer engagement platforms in the industry, promoting open dialogue and shared responsibility for a stronger telecom ecosystem.
