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Steps Telco Consumers Can Take to File Complaints to NCC

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NCC

By Modupe Gbadeyanka

The 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.

The simple steps laid down by the regulator give room for consumers to seek redress of the situation and they are highlighted below:

  1. 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:

  1. 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

  1. 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

  1. Send email to co************@*****ov.ng
  2. 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.

  1. 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.

  1. 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.

  1. Do I have to pay for the services of the Consumer Affair Bureau?

No. The services of the CAB are rendered FREE OF CHARGE.

  1. 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.

  1. 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.

  1. 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 co************@*****ov.ng

Modupe Gbadeyanka is a fast-rising journalist with Business Post Nigeria. Her passion for journalism is amazing. She is willing to learn more with a view to becoming one of the best pen-pushers in Nigeria. Her role models are the duo of CNN's Richard Quest and Christiane Amanpour.

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Technology

Interswitch Technovation 4.0 Hackathon Winners Share N10m

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Interswitch Technovation 4.0 Hackathon

By Modupe Gbadeyanka

The winners of the Technovation 4.0 Hackathon, themed The Wicked Hackathon, organised by Interswitch, have been given N10 million in cash prizes for their efforts.

At the one-day finale event, which took place on Wednesday, March 4, 2026, at the Interswitch Innovation Lab and Co-Working Space, the money was shared among the top teams whose innovative solutions stood out during the rigorous multiple phases of the competition.

Team Quickteller Fashion emerged as the overall winner, securing the grand prize of N4 million for a solution that impressed judges with its originality, practicality, and strong strategic relevance. Team Kampe claimed second position with N2.5 million, while Team Stable placed third, receiving N1.5 million. Up to N300,000 worth of cash prizes were also awarded to the fourth, fifth and sixth qualifying teams.

For nine months, cross-functional teams from across the organisation collaborated to conceptualise, validate, develop, and refine solutions, moving from raw ideas to minimum viable products (MVPs) with ready-to-market potential and deployment across the business.

The atmosphere at the grand finale reflected that of preparation and anticipation as the top 9 teams presented their innovations through live demonstrations and detailed pitches, fielding questions from a distinguished panel of judges before the top three winners were selected. Each presentation highlighted rigorous validation processes, thoughtful market considerations, and a strong emphasis on measurable impact.

While many of the solutions remain confidential due to their strategic relevance, the diversity and depth of ideas showcased during the hackathon’s final underscored the organisation’s growing culture of intrapreneurship and structured innovation. The projects illustrated how technology-driven thinking can unlock efficiencies, strengthen operational capabilities, and open new pathways for growth across the digital payments and commerce ecosystem.

“Technovation continues to reflect who we are as an organisation, bold, forward-thinking, and deeply committed to building impactful solutions from within. Over the years, we have seen ideas conceived during this programme evolve into meaningful capabilities that strengthen our ecosystem.

“The passion, discipline, and ingenuity demonstrated by our teams this year reinforce our belief in the power of African innovation to solve complex challenges and shape the future of technology on the continent,” the Chief Innovation Officer for Interswitch, Ms Adaobi Okerekeocha, stated.

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Technology

Google Introduces Yorùbá, Hausa Language Support for AI Search Features

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google AI Search

By Modupe Gbadeyanka

The language support for its AI Search features has been expanded by Google, with the inclusion of Yoruba and Hausa in Nigeria.

This is part of a broader effort to make AI more inclusive across the continent, with support now extending to a total of 13 African languages.

Under the AI Overviews and AI Mode, speakers of both Nigerian languages can utilise AI-powered Search experiences in their mother tongue for quick summaries and conversational exploration.

This means existing AI features in Google Search are now accessible to people like the student in Kano asking a question in Hausa, and the trader in Ibadan seeking advice in Yorùbá.

By addressing language barriers, this update ensures that technology reflects the identity and culture of the people it serves. With this expansion, more people can now use AI Mode to ask complex questions in their preferred language, while exploring the web more deeply and naturally through text or voice.

The 13 languages now supported across Africa include Afrikaans, Akan, Amharic, Hausa, Kinyarwanda, Afaan Oromoo, Somali, Sesotho, Kiswahili, Setswana, Wolof, Yorùbá, and isiZulu.

These languages were chosen based on the vibrant search activity across the continent, ensuring that our AI experiences reach the communities that need them most.

Commenting on the development, the Communications and Public Affairs Manager for Google in West Africa, Taiwo Kola-Ogunlade, said, “Building a truly global Search goes far beyond translation — it requires a nuanced understanding of local information.

“With the advanced multimodal and reasoning capabilities of our custom version of Gemini in Search, we’ve made huge strides in language understanding, so our most advanced AI search capabilities are locally relevant and useful in each new language we support.

“This is about ensuring Nigerians can converse with Search in their mother tongues, making information more helpful for everyone.”

To use AI Overviews and AI Mode in the local language, users must open the Google app on an Android or iOS device, or via the Web. They are required to tap on AI Mode within the Search experience. Thereafter, they can type or speak the question in their preferred language, such as Hausa or Yorùbá, and let the AI guide the journey.

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Telecom Operators to Issue 14-Day Notice Before SIM Disconnection

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SIM Cards Nigeria

By Adedapo Adesanya

Telecommunications operators in Nigeria will now be required to give subscribers a minimum of 14 days’ notice before deactivating their SIM cards over inactivity or post-paid churn, following a fresh proposal by the Nigerian Communications Commission (NCC).

The proposal is contained in a consultation paper, signed by the Executive Vice Chairman and Chief Executive Officer of the NCC, Mr Aminu Maida, and titled Stakeholders Consultation Process for the Telecoms Identity Risks Management Platform, dated February 26, 2026, and published on the Commission’s website.

Under the proposed amendments to the Quality-of-Service (QoS) Business Rules, the Commission said operators must notify affected subscribers ahead of any planned churn.

“Prior to churning of a post-paid line, the Operator shall send a notification to the affected subscriber through an alternative line or an email on the pending churning of his line,” the document stated.

It added that “this notification shall be sent at least 14 days before the final date for the churn of the number.”

A similar provision was proposed for prepaid subscribers. According to the Commission, operators must equally notify prepaid customers via an alternative line or email at least 14 days before the final churn date.

Currently, under Section 2.3.1 of the QoS Business Rules, a subscriber’s line may be deactivated if it has not been used for six months for a revenue-generating event. If the inactivity persists for another six months, the subscriber risks losing the number entirely, except in cases of proven network-related faults.

The new proposal is part of a broader regulatory review tied to the rollout of the Telecoms Identity Risk Management System (TIRMS), a cross-sector platform designed to curb fraud linked to recycled, swapped and barred mobile numbers.

The NCC explained in the background section of the paper that TIRMS is a secure, regulatory-backed platform that helps prevent fraud stemming from churned, swapped, barred Mobile Station International Subscriber Directory Numbers in Nigeria.

It said this platform will provide a uniform approach for all sectors in relation to the integrity and utilisation of registered MSISDNs on the Nigerian Communications network.

In addition to the 14-day notice requirement, the Commission also proposed that operators must submit details of all churned numbers to TIRMS within seven days of completing the churn process, strengthening oversight and accountability in the system.

The consultation process, which the Commission said is in line with Section 58 of the Nigerian Communications Act 2003, will remain open for 21 days from the date of publication. Stakeholders are expected to submit their comments on or before March 20, 2026.

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