By Abigail Mbah
The Nigerian Communications Commission (NCC) has disclosed that about 75 million telecom subscribers received airtime compensation for poor network service in 2026, as the regulator intensifies efforts to improve service quality and protect consumers.
The compensation was made under the Commission’s Consumer Compensation Framework, according to Dr. Aminu Maida, Executive Vice Chairman of the NCC, who spoke at the 95th Telecom Consumer Parliament held in Lagos on October 20, 2026.
Maida also revealed that nearly three million subscribers received refunds for failed airtime and data purchases, while telecom operators carried out more than 6,500 network interventions during the year to address service deficiencies.
The interventions included network capacity expansion, equipment upgrades and the deployment of newer technologies aimed at improving connectivity and service delivery.
The parliament, held at The CenterPoint in Ikoyi under the theme, “Enhancing Consumer Experience: Strengthening Service Quality and Consumer Protection in Nigeria’s Digital Economy,” brought together regulators, telecom operators and consumer representatives to address persistent complaints about network reliability, unexpected data depletion, billing transparency and failed transactions.
Maida stressed that while compensation provides some relief to affected subscribers, it does not replace the need for reliable telecom services and greater accountability from operators.
He reaffirmed the Commission’s commitment to enforcing service standards and urged consumers to use the NCC’s public coverage maps and network performance tools to assess service availability and compare operators in their locations.
Rimini Makama, Executive Commissioner for Stakeholder Management at the NCC, said the Telecom Consumer Parliament was designed to move discussions beyond recurring complaints towards practical commitments by operators to improve network reliability, billing clarity and customer support.
Major telecom operators participated in the engagement, including Airtel Nigeria, MTN Nigeria and T2mobile, with representatives outlining measures to strengthen network performance and customer experience.
Airtel Nigeria’s Chief Executive Officer, Dinesh Balsingh, attended the session, while Olubunmi Abejirinde highlighted the company’s continued investments in network expansion and capacity improvement.
MTN Nigeria was represented by Ugonwa Nwoye, Chief Customer Relations and Experience Officer. Winifred Umerah, a General Manager at MTN, disclosed that the company had invested more than $100 million in customer experience initiatives.
These initiatives include a Customer Experience Index and a new application feature that enables subscribers to identify the applications consuming the most data, helping them better understand and manage their data usage.
T2mobile Chief Executive Officer, Obafemi Banigbe, also attended the forum.
The disclosure of compensation to millions of subscribers highlights the scale of consumer dissatisfaction with telecom services and the growing importance of effective redress mechanisms in Nigeria’s digital economy.
With millions of Nigerians relying on mobile networks for banking, business transactions, education and communication, the NCC is under increasing pressure to ensure that compensation schemes are accompanied by sustained improvements in service quality.
The Commission’s engagement with operators signals a continued push for better network performance, transparent billing practices and more responsive customer service across the telecommunications industry.