Glo resolves 99% of complaints as NCC raises pressure on telec

Globacom resolved 99.04 per cent of customer complaints recorded between January and June 2026, according to the Nigerian Communications Commission (NCC), as the regulator intensifies efforts to improve service quality and strengthen consumer protection across the telecommunications industry.

The recognition follows a separate commendation by the NCC for Globacom’s performance in August, when the operator surpassed the commission’s complaint-resolution thresholds of 90 per cent and 97 per cent for Level 2 complaints.

In a letter signed by Kabiru S. Haruna, Principal Manager, Consumer Protection and Advocacy at the NCC’s Consumer Affairs Bureau, the regulator praised the company’s compliance with its service standards and urged it to sustain the performance.

NCC data show that Nigeria’s four major mobile network operators received 413,587 complaints in the first half of 2026, of which Globacom accounted for 56,810. The company’s reported resolution rate of 99.04 per cent highlights its performance in addressing customer grievances amid persistent concerns over network quality, billing, data depletion and failed transactions.

The commission said effective complaint management and adherence to service-level agreements were important to strengthening consumer confidence and improving customer experience across the industry.

Globacom attributed its performance to continuous training for customer-facing employees and investment in modern technology to improve operational efficiency and responsiveness.

The company said its service philosophy, “Never Settle for Less”, reflected its commitment to improving service delivery and meeting customers’ expectations.

The recognition has broader economic significance as telecommunications services increasingly underpin Nigeria’s digital economy, supporting electronic payments, e-commerce, business communications and other commercial activities.

For businesses, unresolved network or transaction problems can result in delayed payments, lost sales, additional operating costs and reduced productivity. For consumers, poor service can diminish the value of spending on calls, data and other telecommunications products.

Nigeria’s telecommunications operators therefore face growing pressure to demonstrate that improvements in customer complaint handling are matched by better network reliability and service delivery.

The NCC’s August commendation provides evidence of Globacom’s performance against the regulator’s complaint-resolution benchmarks, but sustaining consumer confidence will require operators to address the underlying service issues that generate complaints in the first place.

As digital services become more central to economic activity, effective complaint resolution and reliable network performance will remain important to protecting consumers, reducing business disruptions and strengthening confidence in Nigeria’s telecommunications market.