The National Consumers Advocacy Network (NCAN) has commended the Executive Vice Chairman of the Nigerian Communications Commission, Aminu Maida, for introducing a policy that compels telecommunications operators to compensate subscribers for poor network service.

In a statement issued on Tuesday, NCAN President, Dr. Tobi Olanrewaju, described the directive as a major step toward strengthening consumer protection and enforcing accountability in Nigeria’s telecommunications sector.

According to the group, the policy represents a shift from what it termed years of regulatory leniency to a system where operators are held responsible for service failures. It noted that some telecom companies have already begun compensating affected subscribers through airtime credits, signaling early compliance with the directive.

NCAN said the move places the interests of consumers at the centre of telecommunications governance and helps rebuild public trust in the system.

“For years, subscribers have endured poor service quality without meaningful consequences for operators. This directive shows that regulatory oversight can translate into real benefits for consumers,” the statement said.

The group further described the policy as a reflection of responsive leadership under Maida, noting that it aligns with global best practices where service providers are sanctioned for failing to meet quality standards.

It particularly praised the Commission’s decision to mandate automatic compensation without requiring subscribers to file complaints. According to NCAN, this approach recognises the realities faced by millions of Nigerians who may lack the time or resources to pursue formal complaints.

The advocacy group also highlighted the Commission’s adoption of service quality monitoring at the Local Government Area level, describing it as a more accurate way of capturing user experiences compared to broader national assessments.

Beyond compensation, NCAN commended the regulator’s push for increased investment in telecommunications infrastructure, noting that the dual approach addresses both immediate consumer concerns and long-term service improvement.

“It is encouraging that operators are being compelled not only to compensate users but also to invest in network upgrades. This ensures that the root causes of poor service are addressed,” the group said.

NCAN urged telecom operators to view the directive as an opportunity to improve service delivery and rebuild consumer confidence.

The group also called on other regulatory agencies to adopt similar people-focused policies, stressing that effective regulation can drive both social and economic benefits.

It reaffirmed its support for the Commission’s reforms and expressed optimism that the policy would lead to sustained improvements in network performance nationwide.