The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have announced the formation of a joint taskforce aimed at addressing persistent issues with failed electronic transactions in the telecom sector, a move described as critical to enhancing consumer experience across the country.
The announcement was made during the 94th Telecom Consumer Parliament, a flagship platform for dialogue among regulators, operators, and consumers, held in Lagos, on Tuesday.
Dr. Aminu Maida, executive vice chairman and CEO of the NCC, emphasized the centrality of consumer satisfaction to the commission’s regulatory mandate.
“Consumers have the right to reliable, efficient, and high-quality telecom services,” Maida said, highlighting that resolving failed transactions and delayed payments is a priority for the NCC.
The joint taskforce with the CBN and financial institutions is one of several initiatives unveiled to strengthen transparency, accountability, and consumer protection in Nigeria’s rapidly growing telecom industry.The taskforce aims to address a longstanding pain point for millions of Nigerian telecom users, including failed electronic payment issues, such as unsuccessful airtime purchases, data bundle activations, and other mobile transactions.
These disruptions have often led to frustration among consumers, eroding trust in telecom operators. By partnering with the CBN and financial institutions, the NCC seeks to streamline payment systems, enhance transaction reliability, and ensure swift resolution of disputes.
Nigeria’s telecom sector has seen remarkable growth, with active subscriptions reaching nearly 170 million and a teledensity of 78 percent as of July 2025, up from just 500,000 active lines at the time of market liberalization.
However, Maida acknowledged that this expansion must be matched by improved service quality. “While we have made significant progress, the quality of service is not yet where we want it to be,” he said, pointing to the taskforce as part of a broader strategy to elevate consumer experience.
The NCC has also introduced other initiatives to bolster network reliability and consumer trust, including updated Quality of Service (QoS) regulations with clear benchmarks for operators, mandatory reporting of major network outages, and the establishment of an Internal Service Committee to review operator performance bi-weekly.
Additionally, the commission is working on making public network coverage maps and performance reports available to consumers, empowering them to make informed decisions.The joint taskforce with the CBN is expected to leverage the expertise of financial institutions to address technical and procedural bottlenecks in telecom payment systems.
This collaboration aligns with the NCC’s Strategic Vision Plan, which prioritizes enhancing the quality of experience at every consumer touchpoint, from onboarding to customer support.
Barrister Rimini Makama, NCC’s executive commissioner for Stakeholder Management, underscored the importance of the Telecom Consumer Parliament as a platform for collaborative solutions. “Today’s theme, ‘Addressing Network Quality for Improved Consumer Experience,’ is both timely and essential,” Makama said.
Makama noted that the second panel session at the parliament would specifically focus on failed transactions and delayed payments, exploring practical solutions through stakeholder cooperation.
Industry stakeholders at the parliament welcomed the initiative but called for swift implementation. “Failed transactions are a major issue for our customers, and resolving them will go a long way in rebuilding trust,” said Prof. Chiso Ndukwe-Okafor, the executive director, Consumer Advocacy and Empowerment Foundation (CADEF).
Consumers in attendance also expressed optimism, with one participant noting, “If this taskforce can fix the issue of money being deducted without receiving services, it will make a huge difference.”
The NCC’s efforts come amid broader measures to strengthen Nigeria’s telecom infrastructure, including the enforcement of a Presidential Order on the Protection of Critical National Infrastructure to prevent vandalism and ensure network resilience.
