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.