NCC Chief, Maida, Urges Staff To Put Consumers First, Resolve Complaints Faster
Princess-Ekwi Ajide
The difference between a frustrated customer and a satisfied one can be a timely response, a clear explanation or the assurance that someone is taking responsibility.
That is the message from the Nigerian Communications Commission (NCC) as it marked the 2026 Customer Service Week.
The Commission’s Executive Vice Chairman and Chief Executive Officer, Dr Aminu Maida, has urged staff to prioritise prompt responses, clear communication and effective complaint resolution to strengthen public confidence in the telecommunications regulator.
Speaking at the NCC headquarters in Abuja, Maida said the theme, “Going the Extra Mile”, should translate into practical improvements in how the Commission serves consumers, industry operators and other stakeholders.
He stressed that behind every enquiry or complaint was a person seeking answers, a solution or reassurance that their concerns were being taken seriously.
Maida said technology and efficient systems were important in meeting rising service expectations, but empathy, sound judgement and professionalism remained essential to delivering meaningful results.
He also called for better internal service, noting that timely information-sharing and cooperation across departments would improve the Commission’s overall performance.
The NCC chief encouraged staff to identify and address recurring complaints, unnecessary procedural delays and other barriers that make service delivery difficult.
He thanked employees for their contributions across consumer protection, regulatory operations, communications and administrative support, while acknowledging that feedback from consumers and industry partners remained vital to improving the Commission’s work.
Maida urged staff to uphold integrity, courtesy and accountability beyond the annual celebration, saying everyday actions were essential to building trust in the regulator.
For him, going the extra mile must be reflected in how quickly concerns are addressed, how clearly decisions are explained and how consistently the NCC follows through on its commitments.
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