The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have formed a joint task force to address the growing problem of failed electronic transactions and improve the overall quality of telecom services across the country.
The partnership, announced at the 94th edition of the Telecom Consumer Parliament held in Lagos, marks a major step toward ensuring that the rapid growth of Nigeria’s telecom sector is matched by efficiency, reliability, and consumer satisfaction.
Speaking at the event, the Executive Vice Chairman and Chief Executive Officer of the NCC, Dr. Aminu Maida, said the collaboration with the apex bank will bring greater transparency and accountability to the financial and telecom sectors.
“Consumers have the right to reliable, efficient, and high-quality telecom services,” Dr. Maida said. “Resolving failed transactions and delayed payments is a top priority for us, and this partnership with the CBN will bring greater transparency and accountability to the entire system.”
He emphasized that while the telecom industry has experienced tremendous expansion — with over 170 million active subscriptions and a teledensity of 78 percent — service quality must improve to reflect this growth. Dr. Maida noted that the joint taskforce aligns with the NCC’s Strategic Vision Plan to enhance consumer experience at every touchpoint.
The Executive Commissioner for Stakeholder Management at the NCC, Barrister Rimini Makama, described the Telecom Consumer Parliament as a crucial platform for building cooperation between regulators, operators, and consumers.
“Today’s theme, ‘Addressing Network Quality for Improved Consumer Experience,’ is timely and essential,” she said. “We are focusing on failed transactions and delayed payments to find lasting, practical solutions through stakeholder cooperation.”
Industry experts and consumer advocacy groups at the forum welcomed the initiative, describing it as a long-awaited move that could rebuild public trust in Nigeria’s telecom and financial systems.
A representative of the Consumer Advocacy and Empowerment Foundation, Professor Chiso Ndukwe-Okafor, hailed the partnership as “a step in the right direction,” adding that Nigerians have endured years of poor service and unresolved deductions without value.
The NCC also reiterated that telecom operators must match their network growth with improved service quality. It warned that the Commission will enforce stricter regulatory measures, including penalties for non-compliance with service standards.
As part of its broader oversight plan, the NCC is set to introduce several initiatives aimed at improving transparency and consumer confidence. These include a public service quality monitoring portal to allow users to compare network performance in their areas, quarterly publication of compliance rankings and consumer satisfaction reports, and clearer tariff disclosures to simplify price comparisons among operators.
In addition, the Commission is working with federal and state agencies to protect telecom infrastructure — particularly fibre cables — during construction projects to minimize disruptions.
Dr. Maida reaffirmed that Nigeria’s telecom expansion must now be defined by quality rather than quantity. “Growth is meaningless if it doesn’t translate into improved service for the end user,” he said.
With the new NCC-CBN taskforce in place, consumers and industry players alike are hopeful that the era of failed transactions and poor network quality may soon be coming to an end.
Chioma Ezike
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