According to the Nigerian Communications Commission (NCC), nearly three million telecom subscribers were refunded for failed airtime and data purchases in 2026, while 75 million users were granted airtime compensation following poor telecom service delivery.
Dr. Aminu Maida, the Executive Vice Chairman of the Commission, disclosed this on Tuesday in Lagos during the 95th Telecom Consumer Parliament, reiterating the regulator’s resolve to safeguard consumer rights and hold telecom operators accountable for service disruptions.
Speaking on the theme “Improving Consumer Experience: Strengthening Service Quality and Consumer Protection in Nigeria’s Digital Economy,” Maida emphasized that the NCC is intensifying measures to reduce poor telecom service, upgrade network reliability, simplify tariff structures, and ensure subscribers receive appropriate compensation whenever service standards are not met.
While acknowledging that these refund and compensation statistics highlight active regulatory enforcement, he stressed that stopping service failures from happening in the first place is far more critical than simply compensating subscribers after they have been inconvenienced.
Based on the Commission’s data, he noted that over 6,500 network interventions—encompassing technological upgrades and capacity expansions in high-demand areas—have been successfully executed throughout 2026.
He explained that these initiatives are designed to boost call stability and data connectivity, noting that the NCC continuously tracks operator performance and enforces remedial actions whenever service benchmarks are missed.
Furthermore, the NCC chief stated that network operators are required to provide consumers with clear, accurate updates detailing the cause of major service outages and estimated timelines for service restoration.
Consumer Billing and Consumption
Addressing consumer billing and data usage, the EVC explained that the NCC’s tariff simplification efforts are designed to ensure subscribers clearly understand pricing, data volumes, and validity periods before making any purchases.
He also announced that a new usage notification guideline is underway, aimed at giving users more precise updates on daily data consumption, remaining balances, and detailed usage breakdowns.
He noted that this framework will empower customers to track their data usage and dispute discrepancies, requiring service providers to fairly investigate contested usage and deliver clear findings.
Regarding failed airtime and data transactions, Maida mentioned that the NCC has partnered with the Central Bank of Nigeria, telecommunications operators, and financial service providers to establish a robust tracking system that guarantees swift refunds.
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