The Nigerian Communications Commission (NCC) says the regulator and the Central Bank of Nigeria (CBN) have created a framework to standardise operations around airtime recharge.
According to Aminu Maida, NCC’s Executive Vice Chairman, subscribers have been complaining about not being refunded their money after failed recharge or airtime top-up, data depletion, and poor network.
“When you recharge, you get debited and don’t necessarily get the credit. The director of consumer affairs with our counterparts in the CBN set up a task force, and there’s now a framework that is undergoing review to standardise the operations around top-ups and recharge,” Maida said.
Maida also said the commission has revised its quality of service (QoS) guidelines and strengthened regulatory oversight on service delivery.
The EVC said the commission has expanded accountability beyond mobile network operators (MNOs) to include tower co-location service providers, also known as TowerCOs, who are responsible for power and security at telecom sites.
“We have revised our quality of service guidelines, so no longer do we just hold the mobile network operators accountable. We have brought TowerCos into scope to hold them accountable for quality of service.
“We meet biweekly with operators, and improvement plans have been submitted. Investments unlocked by tariff adjustments and government policies have started flowing in.
“Equipment orders are arriving from overseas, and installations are ongoing, but we must be patient because Nigeria has over 40,000 telecom sites, some in difficult terrain.
“So that framework is undergoing review by both regulators. We have to be very thorough, and once that is released and operationalised, I’m confident that that particular issue should come under control,” he said.
The EVC further said corporate governance and transparency are critical to sustaining investor confidence and driving growth in Nigeria’s telecoms industry.
Maida also dismissed suggestions that the regulator’s new governance push was “vindictive,” insisting it is necessary to position the sector for long-term expansion. It’s simple. We want the industry to grow.
“Corporate governance is a very strong tool for information disclosure and transparency. It may be uncomfortable in the short term, but it is in good faith. My desire is to one day see a wholly owned Nigerian telecoms company thriving on the stock exchange, just like Dangote.”
The EVC also noted that the NCC was monitoring emerging trends in digital consumption, promising that future regulatory interventions would be designed to support innovation while safeguarding users.
“Our role is to ensure that Nigerians not only have access to telecom services but can also rely on them with confidence,” he said.
On her part, Freda Bruce-Bennett, director of the consumer affairs bureau at the NCC, urged Nigerians to adopt smarter habits in managing their data usage.
Bruce-Bennett said consumers can save data by regularly updating mobile applications, limiting automatic downloads, and monitoring background activities on their devices to reduce unnecessary data consumption.
The director also encouraged the use of data management tools provided by service providers.
“Simple steps like monitoring app permissions, turning off autoplay on videos, and disabling background data for nonessential apps can make a big difference,” Bruce-Bennett said.
The EVC reassured consumers that despite ongoing challenges, the commission is committed to improving service delivery while protecting users’ rights and ensuring a robust investment climate.
