Consumer Complaint Statistics

Overview

The Consumer Information data provided below presents a summary overview of Nigerian Telecommunications Consumer complaints data submitted by the Mobile Network Operators (MNOs) and Internet Service Providers (ISPs) to the Nigerian Communications Commission (NCC). This data is collated, analysed, and monitored to evaluate service providers' performance and monitor their adherence to consumer protection requirements and obligations.

The complaints are handled and resolved in accordance with the provisions of the Quality of Service Business Rules, 2024, and the Consumer Code of Practice Regulations, 2024, which establish the standards and timelines for complaint resolution within the telecommunications industry.

By publishing this information, the Commission seeks to promote transparency, accountability, and consumer awareness within the sector. The data also provides valuable insights into complaint trends, service quality issues, non-adherence to regulatory obligations, and the responsiveness of service providers, thereby enabling consumers to make more informed decisions and encouraging continuous improvement in service delivery across the industry.

Key Definitions

Total Number of Complaints: The aggregate number of complaints received by each operator within the reporting month.

Resolved Complaints: The total number of complaints successfully addressed and closed by the operator within the reporting month.

Pending Complaints: The number of complaints that remain unresolved or were still in progress at the time of submission to the NCC.

Note: All pending complaints are required to be resolved in line with regulatory timelines.

Complaints per 1,000 Subscribers: This metric represents the proportion of complaints relative to an operator's subscriber base, standardised per 1,000 subscribers.

Formula: (Total Number of Complaints per Operator ÷ Total Subscriber Base per Operator) × 1000

This metric ensures a fair and balanced comparison across operators by normalising complaint volumes against their respective subscriber bases. It provides a clearer view of service performance and enables consumers to make more informed choices.


 

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Consumer Complaint Statistics Overview

Complaint Statistics

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May Communique

COMMUNIQUÉ ISSUED AT THE END OF THE 109TH BOARD MEETING OF THE NIGERIAN COMMUNICATIONS COMMISSION HELD ON MAY 25, 2026

The Board of the Nigerian Communications Commission held its 109th Meeting on May 25, 2026.

Board Communique

Each communiqué outlines what was discussed in the Board meeting.

2026

2026

COMMUNIQUÉ ISSUED AT THE END OF THE 109TH BOARD MEETING OF THE NIGERIAN COMMUNICATIONS COMMISSION HELD ON MAY 25, 2026

The Board of the Nigerian Communications Commission held its 109th Meeting on May 25, 2026.

At the Meeting, the Board received updates on industry and operational matters as part of the EVC/CEO Report. The Board further considered key regulatory, strategic and collaborative issues impacting the telecommunications industry and the broader digital economy. Following extensive deliberations, the following resolutions and observations were noted:

1. Infrastructure Expansion Commitments by Operators
The Board acknowledged the significant investments being undertaken by the Mobile Network Operators (MNOs) to enhance network coverage, capacity and overall Quality of Experience. As part of their commitment, it was noted that operators have planned the deployment of over 12,000 additional coverage and capacity sites towards improving the Quality of Experience, with over 5,000 already completed representing over 40% completion rate.

The Board further noted the continued strengthening of transmission infrastructure, with fiber connectivity extended to more than 700 sites, improving network resilience, backhaul capacity and service reliability. In addition, colocation and infrastructure sharing licensees have sustained their investment in infrastructure upgrades, deploying new equipment across over 2,000 Base Transceiver Stations (BTS) to support operators’ network expansion efforts and improve compliance with QoS obligations.

2. Quality of Service Consumer Compensation and Tower Investment Obligation
The Board reviewed the outcomes of the consumer-focused directive to MNOs to compensate subscribers for poor Quality of Service experiences in areas where prescribed service standards were not met, and the directive to Co-location and Infrastructure Sharing Licensees (TowerCos) to reinvest regulatory fines into infrastructure upgrades with measurable outcomes with a view to improving network resilience and service delivery.

The Board noted substantial progress in the implementation of the Commissions directive, particularly, the full compliance of which has resulted in compensation being offered to over 75million affected subscribers. The Board further acknowledged ongoing efforts to independently validate operators’ claims and ensure all eligible subscribers receive compensation due to them while encouraging consumers to continue their engagement with the Commission.

With respect to the infrastructure providers, the Board observed that TowerCos have only partially complied with the directive requiring the funding of escrow accounts with the full amount of the regulatory fines for infrastructure reinvestment. While noting the progress made to date, the Board emphasized the importance of full compliance to ensure that the intended infrastructure improvements are realized sustainably.

3. Expanding Fibre Infrastructure to Support Data Demand and Quality Service
The Board accepted the report on data consumption trends in Nigeria and noted that, while demand continues to accelerate, growth has been constrained by limited infrastructure capacity, a heavy dependence on mobile internet connectivity and the duplication of assets, factors that have invariably compromised quality of service.
The Board noted the encouraging growth in Fibre-to-the-Home (FTTH) connections, which increased from 84,141 subscribers in Q4 2025 to 210,065 subscribers as at Q5 2025. While the number of connections remains modest relative to the scale of national demand, the upward trend reflects growing adoption of fixed broadband services. Continued expansion of FTTH and other fixed-fibre connections will help to ease pressure on mobile networks, improve service quality and provide consumers with more connectivity options.

The Board also noted the Commission’s ongoing review of the telecommunications market structure to reflect current market realities, including the distinct roles of the wholesale and retail segments and the application of appropriate regulatory measures where necessary. The Board further noted that broader access to wholesale backbone fibre, supported by expanded metropolitan fibre networks, will enable more homes, buildings and businesses to connect to fixed broadband services. Over time, this should help to reduce underlying connectivity costs, create the conditions for more affordable retail data services and improve network resilience.

The Board re-affirms that this structured approach represents the most sustainable pathway to meeting Nigeria’s data needs over the next decade, consistent with the Federal Government’s digital transformation agenda and the target of a $1 trillion economy.

4. Addressing Continued Infrastructure Damage
The Board noted the prevailing sectoral challenges affecting the operations of licensees of the Commission, including infrastructure vandalism, which has continued to hamper industry growth. The Board acknowledged the ongoing efforts by the Office of the National Security Adviser and the Nigeria Security and Civil Defence Corps to protect telecommunications infrastructure following 
its designation as Critical National Information Infrastructure (CNII). However, it emphasised the need for greater collaboration among industry stakeholders to strengthen the protection and security of network facilities and related infrastructure. In this regard, the Board reaffirmed its commitment to fasttracking initiatives aimed at enhancing infrastructure security, including exploring the feasibility of establishing a Communications Industry Security Trust Fund.

5. Zero-rating Educational Platforms and Content
The Board assessed the ongoing engagements with industry players towards developing a framework and determining the best approach to Zero-rate educational platforms and content in the country. The initiative is aimed at promoting digital inclusion, bridging the urban rural divide and improving educational outcomes in the country.

6. Repositioning of the Digital Bridge Institute 
The Board reviewed the status of the Digital Bridge Institute (DBI), a company limited by guarantee, and noted the governance gaps arising from the expiration of the tenure of the DBI Board Chairman and some Board members.
In order to strengthen governance oversight and reposition DBI to contribute more effectively to Nigeria’s digital economy, the Board approved the appointment of Princess Oforitsenere Emiko, a Non-Executive Commissioner of the Nigerian Communications Commission, as Interim Chairman of the DBI Governing Board.

The Board further approved the appointment of Engr. Abraham Oshadami, Executive Commissioner, Technical Services, and Ms. Rimini Makama, Executive Commissioner, Stakeholder Management, as interim members of the DBI Governing Board.
The Meeting ended with a commitment to stakeholders that the Commission will foster a sustainable and inclusive communication sector as an enabler of the digital economy. Furthermore, the identified priorities of Quality of Service and network resilience, consumer protection and transparency, fair competition and market discipline, will continue to be pursued.

Issued by the Office of the Commission Secretary following the 109th Meeting of the Governing Board