Telecom
How to File Complaints against Telcos- NCC
Nigerian Communications Commission (NCC) has made it easy for consumers of telecom services in the country, who are dissatisfied with services rendered to them by any of the service providers, to file a complaint.
Prof Umar Danbatta, EVC, NCC
The simple steps laid down by the regulator give room for consumers to seek redress of the situation and they are highlighted below:
- When dissatisfied with telecom services:
The consumer should contact the service provider, whose services or product he/she is not satisfied with, to make a complaint and obtain a complaint ticket number. In case the issue is not satisfactorily resolved by the service provider, the consumer should contact NCC through any of the following:
Complete a Digital Complaint Form on www.ncc.gov.ng/consumer or send a mail or walk into any of the NCC offices listed below to make a complaint.
OR
Write a letter to NCC and submit to any of the addresses listed below. The letter, either handwritten or typewritten, should be legible, concise and not more than two (2) A4 pages. The letter must be signed by the consumer who is dissatisfied.
OR
iii. Call the NCC Contact Centre Toll-Free number 622 to lodge the complaint providing ticket number given by the operator.
OR
Send email to consumerportal@ncc.gov.ng
When lodging a formal complaint, you must provide the required information as outlined below.
The complaint must state name, address, phone number(s), fax, or e-mail of the dissatisfied consumer; a statement of the problem and duration (how long the problem has lasted); a brief explanation of the circumstance that led to the complaint; name of service provider and the number of the telephone that has the problem; the date you contacted the service provider about your complaint; and copies of any relevant supporting documents to assist in our investigation.
What happens when a consumer’s complaint is received by NCC Consumer Affairs Bureau?
The Consumer Affairs Bureau analyses the complaint and starts investigations immediately. The bureau will mediate as appropriate to resolve the issues.
Will NCC Consumer Affairs Bureau give feedback to the consumer who lodged a formal complaint?
Yes. In situations where investigations are concluded in less than 48 hours, the dissatisfied consumer will be reached by phone or e-mail. This communication can also be in writing.
Do I have to pay for the services of the Consumer Affair Bureau?
No. The services of the CAB are rendered FREE OF CHARGE.
Can an aggrieved consumer sue the service provider in law court over a breach of contract?
Yes. However, in line with the provision of the Nigeria Communications Act (NCA) 2003, a dissatisfied consumer should first seek redress with the service provider, and later with NCC. A court action may be considered as last option.
What avenues for redress are available within NCC?
The NCC has two distinct redress processes available. These are: Consumer Complaints Resolution Process and Arbitration Process.
What issues can consumers complain to NCC about?
Doubtful bills, arbitrary disconnection of lines, nonchalant attitude towards genuine complaints, poor services delivery, inappropriate or deceptive advertisements, unauthorized increase in price, the supply of sub-standard equipment, exploitation and invasion of privacy and any matters connected thereto.
FOR ANY COMPLAINT: Contact your service provider. If you are dissatisfied with the intervention from your service provider, call NCC Toll Free Number, 622.
FOR ONLINE COMPLAINTS
Send email to: www.ncc.gov.ng consumerportal@ncc.gov.ng
Telecom
Celebrating African Creativity: Made by Africa, Loved by the World’ Returns for Its Fifth Year
The “Made by Africa, Loved by the World” campaign is back for its fifth year, celebrating African creativity and global influence. This year’s theme, “Where Culture Meets Connection,” highlights how social media fosters conversations around cultural moments worldwide.
The campaign features three cinematic films premiering on the Meta Africa page, showcasing the groundbreaking work and personal stories of six dynamic African creatives.
These artists, from Nigeria, Kenya, Ghana, and South Africa, represent diverse disciplines, including rap, animation, dance, photography, fashion, and videography.
Here are some of the featured talents:
- Ladipoe (Nigeria) – A BET-nominated rapper known for blending global hip-hop with African rhythms.
- Fatboy Animations (Kenya) – An animation studio founded by Michael Muthiga, recognized by Forbes for its original African storytelling.
- Lisa Quama (Ghana) – A dancer who gained fame after appearing in Beyoncé’s “Already” music video.
- Gilbert Asante (Ghana) – A photographer and creative director featured in GQ and Glam Africa.
- David Tlale (South Africa) – A fashion designer whose bold designs have been showcased at major fashion events, including the Met Gala.
- Ofentse Mwase (South Africa) – A filmmaker with over 24 international awards for his unique visual storytelling.
Kezia Anim-Addo, Communications Director for Africa, Middle East & Turkey, emphasized that the campaign not only celebrates individual success stories but also showcases how culture and social media drive meaningful connections and inspiration.
Association of Telecommunications Companies of Nigeria (ATCON), has raised the alarm over a diesel supply crisis caused by an ongoing strike by the National Union of Petroleum and Natural Gas Workers (NUPENG).
Mr Tony Emoekpere, president, ATCON in a statement said that the fuel supply disruption is critically affecting telecom base stations, pushing them to the brink of a shutdown and threatening millions of mobile and internet users in the region.
“This strike, which stems from the persistent harassment of tanker and petroleum product drivers by police officers in Lagos State, has effectively halted all truck loading operations and fuel movements,” Emoekpere stated.
He explained that diesel supply to telecom infrastructure has been severely impacted, leaving critical sites with dangerously low fuel levels.
According to him, if urgent measures are not taken, the situation could escalate into a full-blown network blackout, disrupting essential services, including mobile and internet access, business operations, emergency response systems, and daily communications.
ATCON has called on the governors of Lagos and Ogun states to intervene immediately by facilitating the release of diesel from depots to telecom operators to prevent further deterioration of the situation.
“This is not just a telecom issue—it is a national emergency that could cripple economic activities and compromise public safety,” Emoekpere stressed.
The association also appealed to security agencies and petroleum unions to resolve the crisis swiftly to safeguard Nigeria’s connectivity and economic stability.
ATCON emphasised that a prolonged disruption in fuel supply to telecom infrastructure could have far-reaching consequences for both businesses and individuals who rely on stable communication networks for daily operations.
In 2023, Nigerians spent a total of about ₦5.3 trillion on telecommunications services, which includes calls, data, SMS, and other telecom services, according to the Leadership.
Specifically for voice calls, Nigerians made approximately 408.5 billion minutes of local calls, generating around ₦3.28 trillion from outgoing calls and ₦3.23 trillion from incoming calls, totaling about ₦6.51 trillion in call-related revenue according to projections based on 2023 call volumes and tariff data.
However, the ₦5.3 trillion figure represents the overall telecom sector revenue, with voice calls being a major component but also including data and other services.
For individual spending, MTN subscribers spent an average of ₦2,508 monthly on voice calls in 2023, showing a 14.4% increase from 2022, while Airtel customers spent about ₦1,694 monthly on voice calls.
Total telecom spending (calls, data, SMS, etc.): ₦5.3 trillion in 2023
Estimated revenue from voice calls alone: around ₦6.5 trillion based on call minutes and tariffs
Average monthly spending on calls per subscriber: ₦1,694 to ₦2,508 depending on the network
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