News
NCC Resolves 99.2% of Telecom Consumer Complaints in Q1 2021
Nasiru Yusuf
The Nigerian Communications Commission (NCC) has resolved 99.2 per cent of service-related complaints received from telecom consumers across the major network operators in Q1, 2021.
According to the Q1, 2021 Report on Complaint Management issued by the Consumer Affairs Bureau of the Commission, a total of 3,019 consumer complaints were received from four complaint channels established by the Commission as compared to 2,854 complaints received in the Q1, 2020.
KANO FOCUS reports that the consumer complaint channels include the Commission’s Contact Centre, through which the toll-free number 622 is managed, NCC Consumer Portal, NCC social media platforms and written complaints.
A statement sent to KANO FOCUS by the commission’s spokesperson Ikechukwu Adinde of the 3,019 consumer complaints, 2,995 consumer complaints, representing 99.2 per cent, were successfully resolved while only 24, representing 0.8 per cent, which were escalated to service providers, are pending resolution from the respective service providers in line with the revised Consumer Complaint/Service Level Agreement (CC/SLA) of 2019.
A breakdown of the consumer complaints received within the period under review shows that 2,759 (91.4 per cent) came through the NCC Contact Centre; 188 (6.2 per cent) were received via the NCC Consumer Portal; 50 (1.7 per cent) complaints came to the Commission through its various social media platforms, while 22 (0.7 per cent) were written complaints.
With respect to breakdown by service providers’ customers, 1,261 (51.8 per cent) of the total complaints were lodged by MTN customers, 973 representing 32.2 per cent relate to Airtel subscribers, 549 (18.2 per cent) were accounted for by Globacom subscribers; 179 (5.9 per cent) by 9Mobile customers, while the remaining 52 complaints came from customers of other licensees.
On a month-on-month basis, 971 complaints were received in January, 1,039 in February and 1,009 in March. The report also shows that issues related to billings, quality of service/experience for voice as well as quality of service/experience for data were the three topmost complaint types from telecom consumers in the period under review.
Commenting on the report, the Executive Vice Chairman of NCC, Prof. Umar Garba Danbatta, said NCC, as a consumer-centric telecoms regulator, will continue to explore new initiatives to strengthen the existing consumer complaints management process while ensuring prompt and satisfactory resolution of all complaints.
He urged the consumers to continue to take advantage of the various channels made available by the Commission, including the 622 toll-free consumer complaints line, the Commission’s consumer web portal on its website and other social media channels to promptly lodge their complaints in the event of service dissatisfaction.
“NCC’s actions in this regard are in line with its mandate to protect and defend the rights and interests of the consumer, and to give concrete expression to its faith in the consumer as the lifeblood of the telecoms sector,” Danbatta said.
Expressing satisfaction with the report, Danbatta emphasised that the Commission will remain committed, in collaboration with relevant stakeholders, to continually improve quality of service both for voice and data services, assuring consumers of NCC’s readiness to always defend their rights and interests.
Ibrahim Khalil
Residents of Tsakuwa community in Dawakin Kudu Local Government Area of Kano State have honoured 11 individuals for their outstanding contributions to the development of the town.
KANO FOCUS reports that the awards were presented during the 6th Annual General Meeting (AGM) of the Tsakuwa Mufarka Sustainable Development Association, held on Sunday at Central Primary School, Tsakuwa.
Among those honoured were the traditional ruler of the community, Sarkin Tsakuwa, Alhaji Isma’ila Santali Tsakuwa; the Chairman of the Tsakuwa Mufarka Sustainable Development Association, Alhaji Tasiu Alhassan Tsakuwa; and a retired headmaster of Central Primary School, Tsakuwa, Alhaji Mahmuda Shehu, who continues to offer voluntary teaching services to pupils in the community.
Also recognised was Alhaji Umar Muhammad Banupe, a Nupe businessman who settled in Tsakuwa and has become an integral part of the community. He was honoured for his significant contributions to the town’s development.
Alhaji Umar Muhammad Banupe receiving a certificate
Other award recipients included the Chairman of the Northwest Development Commission, Professor Shehu Abdullahi Ma’aji (Garkuwan Tsakuwa); the Commander of the Gombe State Hisbah Command, Malam Rabiu Idris; media practitioner Nasiru Yusuf Ibrahim of Abubakar Rimi Television Corporation (ARTV); the founder of Tsakuwa Mufarka Sustainable Development Association, Malam Ibrahim Almustapha Sani; and Sulaiman Salisu Babah, among others.
Alhaji Tasiu Alhassan presenting a certificate to Nasiru Yusuf Ibrahim
Speaking at the event, the Sarkin Tsakuwa, Alhaji Isma’ila Santali Tsakuwa, commended the leadership of the association for its commitment to community development and urged members to sustain their efforts toward improving the welfare of residents.
In his remarks, the Chairman of the association, Alhaji Tasiu Alhassan Tsakuwa, said the non-partisan organisation had prioritised interventions in education, security, and healthcare.
He appealed to members of the community to sustain their monthly financial contributions to enable the association to continue implementing development projects.
Earlier, a member of the association, Malam Abdullahi Wagadi, disclosed that the group generated ₦6.56 million through members’ monthly contributions over the past year.
According to him, the association spent ₦3.84 million on allowances for volunteer teachers and vigilantes, ₦564,000 on fencing the Eid prayer ground, and ₦1.255 million on the renovation of the community police outpost.
He further stated that ₦356,000 was spent on supporting Tsakuwa Model Primary School, ₦430,000 on scholarships for students, ₦700,000 on instructional materials, and ₦50,000 on health assistance for vulnerable residents.
Association Raises Over ₦2.1 Million at AGM
A major highlight of the AGM was the fundraising session, during which the association raised ₦2.143 million from philanthropists and community stakeholders.
Leading the donations was Alhaji Umar Muhammad Banupe, who contributed ₦500,000. He was followed by Hon. Mustapha Bala Dawaki, who also donated ₦500,000, while Hon. Abdulmumin Tijjani, popularly known as Mai POS, donated ₦200,000.
Other donors included the Sarkin Tsakuwa, Alhaji Isma’ila Santali Tsakuwa, who donated ₦100,000; the association’s chairman, Alhaji Tasiu Alhassan Tsakuwa, ₦200,000; Professor Shehu Abdullahi Ma’aji Garkuwan Tsakuwa), ₦100,000; and Malam Rabiu Idris, who also contributed ₦100,000.
The event attracted community leaders, stakeholders, and residents who commended the association for its contributions to grassroots development and pledged continued support for its programmes.
Nasiru Yusuf Ibrahim
The Nigerian Communications Commission (NCC) has introduced measures aimed at protecting smaller telecommunications operators from unfair competition by larger industry players through the release of a draft Business Rules framework for Mobile Virtual Network Operators (MVNOs).
KANO FOCUS reports that the Commission has also invited operators and other stakeholders to submit comments and recommendations on the proposed regulations before their final adoption.
According to the NCC, the draft framework is designed to prevent dominant Mobile Network Operators (MNOs) from using pricing strategies or operational delays to frustrate smaller operators and virtual network providers operating within the telecommunications sector.
The Commission noted that the proposed rules would promote fair competition, protect the interests of emerging operators, and strengthen operational standards across the industry.
As part of its stakeholder engagement process, the NCC has requested industry participants and interested parties to submit feedback on the draft framework on or before June 29, 2026.
The Commission also announced plans to hold a public consultation forum on July 9, 2026, where stakeholders’ submissions and recommendations will be reviewed and considered before the final implementation of the rules.
According to the NCC, the new regulations are intended to create a level playing field for all operators, encourage healthy competition, and accelerate growth within Nigeria’s telecommunications industry.
Key provisions of the proposed framework include strict onboarding timelines, fair pricing mechanisms, revenue-sharing arrangements, and mandatory compliance requirements for telecommunications operators.
Under the draft rules, host network operators will be required to acknowledge MVNO connection requests within 10 days and provide feedback on technical readiness within 20 days.
The framework further stipulates that all technical and commercial agreements between host operators and MVNOs must be concluded within 120 days to prevent unnecessary delays in market entry and operations.
To ensure equitable participation in the market, the NCC has also proposed benchmark pricing structures covering data services, voice calls, SMS, and USSD services.
The Commission believes the pricing model will help prevent dominant operators from engaging in anti-competitive practices that could force smaller virtual operators out of the market.
In addition, the proposed regulations introduce a tiered operational framework that clearly defines the scope, responsibilities, and operational boundaries of different categories of operators within the telecommunications ecosystem.
Industry stakeholders are expected to make further contributions to the framework before its final adoption by the Commission.
Nasiru Yusuf Ibrahim
Health journalists in Kano State have inaugurated a new professional body, the Kano Health Journalists Network (KAHJON), aimed at strengthening media reporting and advocacy on Reproductive, Maternal, Newborn, Child and Adolescent Health (RMNCAH) and Primary Health Care (PHC).
KANO FOCUS reports that the network was launched during an Alignment, Coordination, Monitoring and Implementation meeting of media coalitions on gender-responsive RMNCAH and PHC, organised by the International Society of Media in Public Health (ISMPH) in Kano.
During the inauguration, journalists unanimously elected Khadijah Aliyu of Radio Nigeria as Chairperson of the newly established network.
Other members of the executive committee include Mustapha Hodi Adamu of People Daily Newspaper as Vice Chairperson, Abdullahi Hassan of ARTV as Secretary, and Mustapha Salisu of Prime Times as Public Relations Officer.
Speaking at the event, the Programme Director of ISMPH, Mr. Solomon Dogo, said the establishment of KAHJON would help unify existing health reporting groups and improve media coverage of critical public health issues, including polio eradication, nutrition, maternal health, and primary healthcare services.
He congratulated the newly elected executives and expressed confidence that the network would enhance collaboration among media practitioners while strengthening health advocacy efforts in the state.
Dogo noted that similar health journalists’ networks are already operating in Lagos and Kaduna states, adding that development partners remain committed to supporting initiatives that promote public health advocacy.
Also speaking, ISMPH Programme Officer in Kano, Hajiya Sabuwa Yahaya, said the platform would improve coordination among journalists, enhance access to health information, and strengthen evidence-based reporting on health issues.
According to her, the network will also provide a stronger platform for advocacy and engagement with government institutions, development partners, and local communities.
The inauguration ceremony attracted goodwill messages from several development partners, including the Integrated Budget and Policy (IBP), LISDEL, CCSI, SANDHEF, and the Clinton Health Access Initiative (CHAI).
Representatives of the Kano State Ministry of Health, the Drug Management and Consumables Supply Agency, and the Kano State Contributory Healthcare Management Agency also attended the event.
A major highlight of the ceremony was the signing of a Memorandum of Understanding (MoU), which formally established the Kano Health Journalists Network and marked the beginning of a new chapter in health journalism and advocacy in the state.
Tsakuwa community honours teacher, Nupe man, nine others for development efforts
NCC moves to protect smaller telecom operators, releases draft MVNO business rules
Kano health journalists launch Network to strengthen health reporting, advocacy
NDC House of Representatives aspirant defects to APC in Kano
2027: I will continue distributing job opportunities, says Goro
AGILE Project: Kano awards ₦23.1bn contract for construction of 49 new secondary schools
K-SAFE Co-Chair wins Malala Fund-supported research grant on girls’ education
Max Air reschedules departure date for Kano pilgrims’ Hajj airlift
KASITDA moves to digitise Kano health sector
