By Muhammad Mamman
In a bold move to tackle persistent issues with failed telecom transactions, the Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have forged a powerful partnership to enhance customer satisfaction and streamline dispute resolution. Speaking at a media briefing in Abuja on Tuesday, NCC Executive Vice Chairman and CEO, Aminu Maida, revealed that a joint task force has developed a robust, standardised operational framework, currently under review, to address the vexing problem of unsuccessful airtime top-ups and recharges.
“When customers top up their accounts, they’re often debited without receiving the corresponding credit. Our task force, working closely with CBN counterparts, has crafted a framework to standardise these operations,” Maida explained. He highlighted that the lack of a unified system was the root cause, with each player in the ecosystem operating independently. “We’ve brought all stakeholders together to resolve this,” he added.
Maida reaffirmed the NCC’s commitment to improving service quality, noting that telecom operators are actively deploying new equipment to boost performance. “We’ve overhauled our Quality of Service guidelines, holding not just mobile network operators but the entire ecosystem accountable,” he stated. “Operators are now aligned with clear rollout plans, and Nigerians will soon experience tangible improvements.”
Addressing concerns about rapid data depletion, Maida cited independent audits by leading firms like PwC and KPMG, which found no evidence of deliberate data drainage by operators. Instead, complex tariff structures were identified as a key source of consumer frustration. “We’ve issued guidelines for simplified, transparent tariff disclosures in a unified format to empower customers,” he said.
Transparency and accountability remain at the heart of NCC’s strategy to drive competition and protect consumers. Maida shared impressive industry milestones, noting that Nigeria boasts 171 million active telecom subscribers, 141 million internet users (an 81.9% penetration rate), and 105 million broadband subscriptions. “These figures underscore the growing role of digital services in transforming lives across Nigeria,” he said.
Freda Bruce-Bennett, Director of the NCC’s Consumer Affairs Bureau, urged Nigerians to adopt smarter data habits. “Small changes, like managing app permissions, disabling video auto-play, and restricting background data for non-essential apps, can significantly extend data usage,” she advised.
This dynamic collaboration between the NCC and CBN signals a new era of reliability and trust in Nigeria’s telecom sector, promising a smoother, more transparent experience for millions of users.
