The Nigerian Communications Commission (NCC) has disclosed that 75 million subscribers have received airtime compensation for poor telecommunications service in 2026, while nearly three million others have been refunded for failed airtime and data purchases.

The Executive Vice Chairman of the Commission, Dr Aminu Maida, disclosed this on Tuesday at the 95th Telecom Consumer Parliament held in Lagos, amid persistent concerns over dropped calls, slow internet connectivity and failed transactions.

Maida also revealed that the Commission had recorded more than 6,500 network interventions so far this year, including equipment upgrades and capacity expansion, as part of efforts to improve service delivery across the country.

The figures highlight the scale of regulatory interventions in a sector where consumers continue to depend on reliable connectivity for business transactions, financial services, education and other daily activities.

Speaking on the theme, “Enhancing Consumer Experience: Strengthening Service Quality and Consumer Protection in Nigeria’s Digital Economy,” Maida said the Commission would continue to hold operators accountable for service failures and ensure that subscribers received appropriate redress.

He said the compensation provided under the NCC’s Consumer Compensation Framework was intended to ensure that subscribers did not bear the full cost of poor service.

However, he acknowledged that compensation could not fully make up for the consequences of network failures.

“Compensation matters, but it cannot recover a lost business opportunity or an important conversation that could not take place, so our priority remains reducing the failures that make it necessary,” he said.

On failed airtime and data purchases, Maida said nearly three million subscribers had received refunds under a framework developed in collaboration with the Central Bank of Nigeria, telecommunications operators and financial service providers.

The framework is designed to trace failed transactions and facilitate timely refunds, reducing situations in which customers are passed between banks and network operators without a resolution.

He said the Commission would continue working with stakeholders to prevent transaction failures and ensure that affected subscribers received their money promptly.

On network quality, Maida said operators were adding new sites, upgrading existing equipment and expanding capacity in areas experiencing increased demand.

He said the NCC monitored operators’ performance and required them to address identified deficiencies, adding that service providers were also expected to explain major outages and indicate when affected services would be restored.

The Commission, he added, had made public coverage maps available on its website to enable consumers to compare network performance using crowdsourced data reflecting users’ experiences.

Maida urged subscribers to use the information to assess network coverage and performance in their areas before making choices about service providers.

He also identified vandalism and damage to telecommunications infrastructure as major threats to service delivery, citing fibre-optic cable cuts during road construction and the theft of equipment, batteries and fuel from telecommunications sites.

According to him, such incidents could disrupt services across several communities, affecting businesses and individuals far beyond the locations where the damage occurred.

He said the NCC was working with relevant authorities and operators to improve infrastructure protection and coordination around roadworks, while urging communities to report suspected vandalism to the appropriate authorities without putting themselves at risk.

On concerns over data depletion, Maida said the Commission was introducing measures to make telecommunications tariffs and usage information clearer to consumers.

He said a forthcoming usage notification guideline would provide subscribers with clearer information about daily data consumption, remaining balances and detailed usage breakdowns.

The initiative, he said, would help consumers monitor their spending and query discrepancies, while operators would be required to investigate disputed data usage fairly and explain their findings.

Maida also said the Commission was extending the application of its Telecommunications Identity Risk Management System (TIRMS), developed to address risks associated with recycled phone numbers and numbers flagged for fraudulent activities.

He said the initiative, building on the NCC’s collaboration with the CBN, would be extended to other sectors where phone numbers are used to identify customers and facilitate transactions.

According to him, the system would help organisations identify recycled numbers and reduce the risk of unauthorised access to financial accounts and other services.

The NCC chief further warned consumers against purchasing counterfeit and substandard mobile devices, batteries and chargers, noting that unsafe products could overheat, cause fires and injure users.

He advised prospective buyers to verify devices before payment by dialling *315# and following the prompts, or calling 315 for assistance.

Maida said consumers experiencing service problems should first lodge complaints with their service providers and obtain reference numbers. Where the issues remained unresolved, they could contact the NCC through its toll-free line, 622.

He also highlighted the Commission’s Consumer Data Lab, developed in collaboration with Innovations for Poverty Action and proposed and funded by the Gates Foundation, as a tool for identifying recurring consumer complaints and assessing the effectiveness of regulatory interventions.

He urged consumer groups to continue bringing subscribers’ concerns to the Commission, particularly those of people who might find it difficult to pursue complaints independently.

Maida said the Telecom Consumer Parliament should provide an opportunity for frank discussions about service deficiencies, confusing processes and inadequate responses to complaints.

He urged operators to provide clear answers to consumers’ concerns and honour commitments made at the forum, while assuring subscribers that the Commission would follow up on issues raised.