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NCC Enlightens Consumers on Complaint Procedures

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Eugene Juwah, EVC, NCC
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Nigeria Communications Commission (NCC) has commenced consumers’ enlightenment campaign to ease the challenges faced by telecom subscribers

Although, NCC has intensified efforts towards consumer education, the present campaign via its social media like www.facebook.com/nigerian.communications.commission, aims at re-emphasizing Consumer Complaint Procedures.

One the information below is part of the campaign messages by the NCC.

It reads: “The NCC wishes to educate Telecom Subscribers about procedures and required steps for lodging complaints with the Commission.

“STEP 1: Firstly, contact your Network Operator via the call centre, help-line, e-mail, facebook, twitter, SMS or walk into your service providers help centre or shop about the issue and lodge your complaint and REQUEST for a COMPLAINT TICKET IDENTITY NUMBER.

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STEP 2: Wait for the resolution time given by the service provider to elapse.

STEP 3: If the complaint is unresolved or the Customer is dissatisfied with the resolution, then contact the NCC via [email protected] with your TICKET ID to lodge a formal complaint with the Commission.

STEP 4: NCC Contact Centre will forward your concerns to the affected service providers for resolution.

Meanwhile, consumer related complaints has been categorized by the NCC from A-J and they include, issues on Billing (A); Call Center/ Customer Care (B); Call set-up (C); Faulty Terminal (D); Health Issues (E); Internet Service (F);  Promotions (G); Recharge card (H); SMS/MMS (I) and SIM related matters as ‘J’.

At the foremost conference of African Telecom Regulators on Consumer Affairs, held in Lagos recently, the roles of consumers were critically examined.

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With the theme, ‘Harnessing regulatory policies to protect telecoms consumers in Africa,’ stakeholders at the African Telecom Regulators on Consumer Affairs reemphasised the strategic roles consumers play in the success of telecoms business in the continent.

The stakeholders, who stressed that the continuous blossoming of the industry was tied to the loyalty of consumers, maintained that it was very pertinent that the interest of consumers were well protected.

Dr. Eugene Juwah, executive vice chairman (NCC), said in Nigeria, the regulator had taken the general direction that clearly showed the steps of consumer affairs.

Speaking through Dr. Okechukwu Itanyi, executive commissioner (Stakeholders Management) at NCC, he emphasized that the Commission had reeled out several well thought out policies and intervention mechanisms deliberately instituted to grow the industry while protecting, informing and educating the consumers.

He added that the establishment of the Consumer Affairs Bureau of the NCC in September 2001 was a unique approach in regulation, among other measures to address consumer related matters in the industry.

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NCC Asks Telcos to Make Budgetary Provisions for Cybersecurity

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Nigerian Communications Commission (NCC) has directed telecommunications operators to make dedicated budgetary provisions for cybersecurity as part of efforts to strengthen the resilience of Nigeria’s communications infrastructure against the growing wave of cyber threats.

NCC Asks Telcos to Make Budgetary Provisions for Cybersecurity

 

The directive forms part of the Commission’s Cyber Resilience Framework for the Nigerian Communications Sector (CRF-NCS), which introduces new governance, risk management and operational requirements aimed at safeguarding the country’s critical telecommunications infrastructure from increasingly sophisticated cyberattacks.

Under the framework, all licensed telecom operators are expected to establish formal cybersecurity governance structures, dedicate adequate financial resources to cyber resilience programmes, and integrate cybersecurity into their enterprise-wide risk management processes.

The Commission said operators must ensure cybersecurity investments are no longer treated as optional operational expenses but as strategic business priorities necessary to protect network infrastructure, customer information and the country’s digital economy.

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According to the NCC, licensees are expected to allocate sufficient budgets to support cyber risk assessments, security technologies, staff training, incident response capabilities, continuous monitoring and compliance with regulatory requirements.

The framework also requires operators to designate senior executives responsible for cybersecurity oversight.

At the same time, boards of directors are expected to provide strategic direction and ensure adequate funding for cyber resilience initiatives.

Speaking on the need for a stronger cybersecurity regime during the unveiling of the framework, Abraham Oshadami, executive commissioner, Technical Services, NCC,  said, “Given the increasing digitalisation of services, the rapid growth of data exchange, and the sophisticated nature of modern cyber threats, the need for a robust, adaptive and inclusive cybersecurity framework has become more urgent.”

He added, “Both state and non-state actors are targeting essential sectors—including ours—through coordinated cyber and physical attacks. These attacks frequently target control systems and data integrity, underscoring the critical risks posed to operational technology (OT), especially in our sector.”

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“As cyber threats evolve, they endanger not only system performance but also human safety, amplifying the severity and consequences of disruptions to vital communications infrastructure. Cybersecurity now encompasses human safety and must address the real risk to people’s lives when a system is attacked or compromised.”

The Commission further stated that operators are required to develop comprehensive cybersecurity implementation plans, conduct periodic risk assessments, establish business continuity and disaster recovery procedures, and regularly test their cyber defence capabilities.

In addition, the framework makes cyber incident reporting compulsory. Licensees must inform the NCC’s CSIRT of any major cybersecurity breach within four hours of discovery, and provide a thorough post-incident analysis after mitigation is complete.

 

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Glo Leads Internet Growth Figures in Nigeria for May

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Digital solution provider, Globacom has recorded the highest Internet subscriber growth among Nigeria’s major telecom companies for the month of May.

Data from the Nigerian Communications Commission, NCC, Nigeria’s total Internet users increased to 157 million in May, up from 154.3 million in April. That is a growth of 2.67 million users in one month.

Globacom led the market by adding about 1.2 million new Internet subscribers. This means Glo was responsible for almost half of all new Internet users in May.

The company’s subscriber base grew from 15.5 million in April to 16.8 million in May. Airtel came second with 1.07 million new users, moving from 54.8 million to 55.8 million. MTN added 382,894 users to reach 83.5 million.

T2 Mobile, formerly 9mobile, recorded no growth for the second month in a row. Its subscriber base remained at 802,534. This is despite its roaming agreement with MTN, which was approved almost a year ago to help T2 customers use MTN’s network in areas with poor coverage.

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Industry experts say Glo’s strong growth is due to its ongoing network upgrade. Since last year, the company has been building new base stations, expanding its fibre network, and adding thousands of new 4G sites across cities and rural areas.

The upgrades have improved voice and data quality for customers, while Globacom remain committed to providing better network experience and affordable Internet services to more Nigerians.

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MTN Paid 600Bn in Taxes in H1 2026 – Kadri, MTN CFO

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MTN Nigeria’s half-year 2026 performance reflects more than revenue growth, highlighting the wider economic activity generated through tax payments, infrastructure investment and shareholder returns.

MTN Paid 600 Billion in Taxes in H1 2026 - Kadri, MTN CFO

Kadri, MTN CFO

Beyond its financial results, the telecommunications operator said it continues to channel substantial resources into expanding network infrastructure, meeting statutory obligations and delivering value across its stakeholder ecosystem.

The company disclosed that it paid more than ₦600 billion in taxes, customs duties, regulatory levies and other statutory obligations over the past year.

It also invested over ₦1.6 trillion in capital expenditure since January 2025 to expand network capacity and improve service quality, while declaring an interim dividend of ₦26 per share for shareholders.

Speaking on Arise News’ Global Business Report, MTN Nigeria’s Chief Financial Officer, Modupe Kadri, explained that the company’s earnings are shared across several stakeholders before returns reach investors. “For every one naira of revenue, about 24 kobo becomes profit.

“The government receives over ₦600 billion through taxes and levies, operating costs account for a significant portion of our revenue, and every participant within the ecosystem benefits from the value we create,” he said.

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According to the Nigerian Communications Commission (NCC), telecommunications remains one of the largest contributors to Nigeria’s Gross Domestic Product, supporting digital financial services, education, healthcare, commerce and public services. Continued investment by operators has also been identified as critical to expanding broadband access and improving digital inclusion across the country.

Kadri noted that shareholder returns remain an important part of MTN’s capital allocation strategy, but stressed that they represent only one aspect of the company’s broader economic contribution.

“Even when we declare dividends, the government still receives withholding tax, while we continue investing heavily in our network because sustaining quality service requires ongoing capital commitment,” he said.

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