Telecom
Zain Emerges Best Customer Care Operator in Nigeria
Zain Nigeria, at the weekend, won the prestigious Best Customer Care Operator of the Year in Nigeria, at the 2009 Nigeria Information Technology and Telecommunications Awards (NITTA) confirming its long and unbroken tradition of good Customer Service Excellence.
Last weekend’s award was the sixth of similar awards by the company in the industry in its 8th years of operations and the 3rd of such by NITTA.
The Awards Committee of the 8th edition of NITTA cited the company’s untiring commitment to delivering admirable customer care service, the launch of a new network monitoring centre, the expansion of its Call Centre facilities and the increase in number of Customer Service personnel in a move to respond faster and more efficiently to customers’ queries, among others, as reason for the award.
The award was received by Alain Sainte-Marie, chief executive officer of Zain Nigeria, who dedicated the award to the company’s customers for their loyalty to the brand and also to the Zain employees, who manage the company’s customer service operations at the Call Centres, Shops and other customer touch points.
He described the award as an endorsement of the public’s perception of Zain as the best in class operator when it comes to introducing customer centric products, technologies and other initiatives.
According to him, “Zain Nigeria and indeed Zain Group recognize the centrality of the customer to our existence and long-term business survival. Therefore, every investment and operational decision we make is ultimately focused on delighting our customers.
“We are in the business of providing telecommunications services, but we see our customers as more than just a mere connection. They are at the very heart and soul of our business. Though the name of this company has changed a few times over the years, our unwavering commitment to excellent customer service has never changed and will never change.
Sainte-Marie added that Zain has invested massively in transmission capacity, network expansion, Call Centres and a fibre optic backbone just to ensure that our customers enjoy a wonderful telecommunications experience.
He specifically mentioned the establishment of an ultra-modern Call Centre in Abuja “which have significantly boosted the company’s capacity to respond to queries and ultimately delight our customers”.
“This Customer Care Award”, he stated, “means so much to us because it recognizes our unflinching commitment to our core values of Radiance, Heart and Belonging”.
Expressing delighted and pride at the remarkable record of winning the award five times in eight years of the company’s operation, Sainte-Marie declared that “even as we celebrate another milestone in our history, I stand before you on behalf of my colleagues at Zain Nigeria to rededicate ourselves to commitment to continue to make our customers the focal point of our business in all our actions”.
Zain Nigeria has consistently topped the telecommunication industry’s customer service ranking since 2003, when the award was introduced.
Last year, the Nigerian Communications Commission (NCC) placed its seal of approval on Zain’s outstanding rating by awarding it the Telecommunications Network with the Best Customer Service during the 5th Anniversary of the Consumer Parliament.
Zain Nigeria is the first Nigerian operator to offer toll-free 24-hour customer care line (111). It also parades extensive alternative channels through which its customers can lodge their queries and provide feedback including Interactive Voice Response (IVR) system equipped with features for five languages (Yoruba, Hausa, Ibo, Pidgin English, and the English Language) and self help attributes. Customer can also access support through Zain Nigeria’s chain of consumer contact points across the country including Zain Shops, email service, the super-interactive Zain website with a self-help customer care service link and an array of dealers outlets scattered across Nigeria’s six geo-political regions.
Telecom
Telcos Fault Data of FDI Flow, Claim Investment of N1.86 Trillion on Service Expansion

Association of Licensed Telecom Operators of Nigeria (ALTON), official industry umbrella body and pressure group for major mobile network operators in the country, has faulted claims that foreign direct investments (FDIs) into the sector slumped significantly in quarter one (Q1).

Gbenga Adebayo, Chairman, ALTON
ALTON, said that with N2.13 trillion spent in 2025 on network upgrades and expansion that they would invest an additional N1.86 trillion on network expansion this year.
The body was reacting to the claim by the National Bureau of Statistics (NBS) that FDIs into the sector slumped significantly in quarter one.
The telcos commended the Federal Government for its continued support of the industry, while calling for a more comprehensive framework to track and report investments coming into the sector.
The operators highlighted the importance of accurate data in shaping investor perceptions and guiding policy decisions.
The association noted that while the NBS recently released its Q1 Capital Importation Report, the figures presented do not fully capture the scale of capital deployment within Nigeria’s telecoms industry.
“This disparity between reported foreign capital inflows and actual infrastructure investment highlights a gap in how sectoral capital deployment is currently measured and reported,” the statement read.
ALTON, in the statement, signed by Gbenga Adebayo and Damian Udeh, chairman and publicity secretary, respectively, expressed appreciation to the Federal Government for approving a strategic 50 per cent tariff increase in 2025, describing it as a pivotal intervention that rescued the industry from financial distress.
According to the association, the tariff adjustment restored operational viability, closed critical revenue gaps and enabled operators to reinvest in infrastructure and service quality.
The association emphasised that the policy intervention transformed the sector from a struggling model into a sustainable, growth-focused industry.
“The timely investment enabled operators to transition from financial distress to a sustainable, growth-focused model characterised by significant capital reinvestment,” ALTON stated.
The statement revealed that telecom operators, tower companies, and other players in the sector recorded a total capital expenditure of N2.13 trillion in 2025. For 2026, planned capital expenditure stands at N1.86 trillion, with funds directed towards network infrastructure expansion, technology upgrades, and operational investments critical to maintaining service quality and coverage.
These commitments, ALTON stressed, are fundamental to advancing Nigeria’s digital economy objectives and improving services for millions of subscribers nationwide.
While the NBS report indicated a sharp decline in foreign capital importation into the telecom sector, from $80.78 million in 2025 to just $7.24 million in Q1 2026, ALTON argued that this metric only reflected a portion of the actual investment activity.
The association explained that much of the sector’s capital deployment now comes from domestic sources, including reinvested operational earnings.
These financial mechanisms, ALTON noted, are not fully reflected in conventional foreign capital importation metrics, thereby painting an incomplete picture of the industry’s health.
To address this reporting gap, ALTON proposed a collaborative engagement among the Nigerian Communications Commission (NCC), the NBS, and the Central Bank of Nigeria (CBN).
The goal, according to the association, is to develop a more inclusive and transparent investment-tracking framework that accurately reflects both foreign and domestic capital flows.
ALTON reassured the Nigerian public that telecom operators remain committed to continuous investment in network expansion, modernisation, resilience and service quality improvements.
The association pledged to work closely with regulators and government institutions to ensure that the sector’s contributions to national development are comprehensively documented and appropriately recognised.
With sustained collaboration and government support, ALTON said Nigerians can expect uninterrupted access to digital services that drive economic growth, innovation, financial inclusion, and overall national development.
Telecom
NCC Appoints Princess Emiko to Lead Digital Bridge Institute Transformation Drive


Princess Emiko
Telecom
NCC, IHS Nigeria, Digital Realty Unite for Major Internet Governance Summit in Lagos

The regulatory and digital infrastructure pillars of Nigeria’s telecommunications ecosystem, led by the Nigerian Communications Commission (NCC), Digital Realty, and IHS Nigeria, have rallied robust support for the upcoming 2026 Nigeria DigitalSENSE Forum (NDSF) on Internet Governance for Development (IG4D) and its prestigious industry awards.

The annual high-level forum is scheduled to hold this Thursday, June 11, 2026, at the prestigious Banquet Hall, Welcome Centre Hotels, Lagos, anchoring its deliberations on the crucial theme: “Sustaining WSIS Vision with Multistakeholder Synergy in Nigeria.”
The Executive Vice Chairman and CEO of the NCC, Dr. Aminu Maida, is set to deliver the Keynote Address, highlighting the regulatory framework required to preserve the World Summit on the Information Society (WSIS) vision through inclusive, multi-stakeholder partnerships.
Joining the regulatory commission in driving this momentum is IHS Nigeria, the nation’s premier digital infrastructure champion boasting a footprint of over 16,000 telecom towers and 15,000km of fiber optic cables across the country. Alongside data center colocation leader Digital Realty, these organizations are heavily backing the forum as part of their commitment to promoting critical national infrastructure and securing Nigeria’s digital possibilities.
Speaking ahead of the event in Lagos, Ogbuefi Remmy Nweke, the Editor-in-Chief of host media organization ITREALMS Media Group, commended the immense institutional support flowing from the public and private sectors.
“Achieving sustainable internet governance and digital trust requires an intentional alignment of regulation and infrastructure,” Nweke remarked. “The active collaboration of the NCC, IHS Nigeria, and Digital Realty ensures that the 2026 forum will move beyond mere dialogue to produce clear, actionable policy recommendations for our digital economy.”
The event will be presided over by Dr. Olusola Teniola (hon), Director, Strategic Business Initiatives, ipNX Nigeria and former President, Association of Telecommunications Companies of Nigeria (ATCON), who will deliver the Chairman’s Opening Speech on the 2026 NDSF blueprint.
Earlier, leading telecommunications, technology, and internet governance stakeholders have thrown their weight behind the 17th milestone edition of the annual Nigeria DigitalSENSE Forum (NDSF) on Internet Governance for Development (IG4D), including ICT infrastructure leader MTN Nigeria; the Association of Licensed Telecoms Operators of Nigeria (ALTON); premier software and DNS infrastructure firm Upperlink Limited; and the Nigeria Internet Registration Association (NiRA), managers of the .NG country code Top Level Domain name.
Media & Event Contact: The Secretariat Nigeria DigitalSENSE Forum (NDSF) / ITREALMS Media Group Banquet Hall, Welcome Centre Hotels, Lagos Website: www.itrealms.com.ng
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