Stakeholders in Nigeria’s telecommunications industry have called for stronger collaboration among regulators, operators, and consumers to tackle poor network quality and enhance service delivery nationwide.
The call was made at the 94th edition of the Telecom Consumer Parliament (TCP) organized by the Nigerian Communications Commission (NCC) on Tuesday in Lagos.
The event, themed “Addressing Network Quality for Improved Consumer Experience,” brought together key players from across the industry to discuss ways of improving network performance and consumer satisfaction.
The Executive Vice-Chairman of the NCC, Dr. Aminu Maida, said improving network performance requires collective responsibility and a renewed commitment to consumer satisfaction.
“Quality of service delivery is non-negotiable. Consumers have the right to reliable, efficient, and high-quality telecom services,” Maida said.
He explained that the Commission had introduced several initiatives anchored on transparency, accountability, and consumer protection to raise service standards.
According to him, these include updated quality-of-service regulations with clearer benchmarks for operators and a bi-weekly internal review of network performance.
Maida added that the enforcement of the Presidential Order on the Protection of Critical National Infrastructure and the creation of a joint task force with the Central Bank of Nigeria (CBN) to resolve failed electronic payment issues are among the measures already implemented.
“We have also introduced a tariff adjustment policy to restore market stability and investor confidence.
Soon, consumers will be able to access public network coverage maps and operator performance reports to make informed decisions,” he said.
The NCC boss noted that while Nigeria’s telecom sector has grown from fewer than 500,000 active lines at liberalization to nearly 170 million active subscriptions with 78 percent teledensity, growth must now translate into improved quality of experience.
“Improving network quality is a shared responsibility. Regulators, operators, infrastructure providers, government stakeholders, and consumers all have roles to play in building a resilient telecoms ecosystem,” he added.
In her remarks, the Executive Commissioner, Stakeholder Management, Ms. Rimini Makama, said the Telecom Consumer Parliament remains a credible platform for open dialogue and collaboration between the Commission, industry players, and the public.
“Over the years, this forum has deepened understanding and strengthened trust among consumers, operators, and regulators.
Our commitment is to ensure reliable, efficient, and affordable telecom services that reflect consumer priorities,” Makama said.
She added that the discussions at the session would focus on smarter data management, addressing failed transactions, and improving consumer experience through collective stakeholder action.
“As we share ideas, we must continue to put the consumer first. Their trust and experience are what drive progress in this industry,” she said.
