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Published: 08 October 2026

Experiencing a problem with your telecom service can be frustrating. Whether it is an unexpected airtime deduction, poor service quality, a failed data transaction, an incorrect charge, or another service-related issue, consumers have the right to seek redress.

However, before escalating a complaint to the NCC, there are important steps you should take first.

Knowing the right complaint process can help you get your issue addressed more quickly and effectively.

What Does It Mean to Escalate a Complaint?

To escalate a complaint means taking your complaint to a higher authority when it has not been satisfactorily resolved at the first level.

For telecom consumers, the first point of contact for a complaint is usually the service provider. If the issue is not resolved satisfactorily after you have followed the required complaint process, you may then escalate the complaint to the NCC.

Step 1: Contact Your Service Provider First

Before contacting the NCC, report your complaint directly to your service provider.

You may contact your provider through its available complaint channels, such as:

• Customer care
• A service centre or shop
• Mobile app
• Website
• Other official customer support channels

Clearly explain the problem and provide all relevant details.

For example, if your complaint concerns a failed data transaction, provide information such as:

• The date and time of the transaction
• The amount involved
• The type of data plan purchased
• Any transaction or reference number, where available

The more accurate information you provide, the easier it may be for your service provider to investigate the issue.

Step 2: Keep a Record of Your Complaint

When you contact your service provider, keep a record of your complaint.

Where available, note:

• The date you made the complaint
• The complaint or reference number
• The channel you used to make the complaint
• The response provided by the service provider
• Any action or resolution promised

These details can be helpful if you need to follow up or escalate the complaint.

Step 3: Give Your Service Provider the Opportunity to Resolve the Issue

After lodging your complaint, allow your service provider the opportunity to investigate and address the issue.

Some complaints may be resolved immediately, while others may require further investigation.

If you are asked to provide additional information, ensure that you provide it promptly to help with the resolution of your complaint.

Step 4: Follow Up If Necessary

If your complaint has not been resolved within the timeframe communicated to you, follow up with your service provider.

When following up, provide your previous complaint or reference number, where available. This can help the service provider locate your complaint and provide an update.

Avoid starting a completely new complaint each time you follow up. Using the same complaint reference helps ensure that your issue can be properly tracked.

Step 5: Escalate to the NCC if the Issue Remains Unresolved

If you have contacted your service provider and your complaint remains unresolved or you are dissatisfied with the resolution provided, you may escalate the complaint to the NCC.

When escalating your complaint, provide clear and relevant information, including:

• Your name and contact details
• Your service provider's name
• The phone number or service affected
• A clear description of the problem
• The date the problem occurred
• The steps you have already taken with your service provider
• Your complaint or reference number, where available
• Any relevant supporting information

Providing complete information can help the NCC better understand your complaint and take the necessary steps.

Why Is It Important to Contact Your Service Provider First?

Your service provider is responsible for receiving and addressing complaints relating to its services. Contacting the provider first gives it the opportunity to investigate and resolve the issue.

If the issue remains unresolved, the NCC can then intervene through the appropriate consumer complaint process.

Tips for Making an Effective Complaint

Be Clear and Specific

Clearly explain what happened and when it happened.

Keep Relevant Evidence

Keep relevant information such as transaction messages, receipts, screenshots, and complaint reference numbers.

Use Official Channels

Report your complaint through your service provider's official complaint channels.

Follow Up

Do not forget to follow up if you have not received a response or resolution within the communicated timeframe.

Escalate When Necessary

If you have followed the required complaint process and the issue remains unresolved, escalate the matter to the NCC

As a telecom consumer, you have the right to complain when you experience problems with a service. However, following the right process can make it easier for your complaint to be handled and tracked.

An informed consumer is an empowered consumer. Know the right steps and make your voice heard.

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Published: 08 October 2026

Have you ever experienced a dropped call, slow internet connection, difficulty sending an SMS, or poor network coverage? These experiences are all connected to Quality of Service (QoS).

As a telecom consumer, understanding Quality of Service can help you know what to expect from your service provider and what steps to take when you experience service-related problems.

What Is Quality of Service?

Quality of Service (QoS) refers to how well a telecom service performs and meets the expected standards. It is the quality and reliability of the telecom services you receive.

The NCC is empowered to establish Quality of Service standards for telecom services. These standards cover technical service performance as well as consumer-related issues that can be measured and improved.

What Does Quality of Service Mean to You?

As a consumer, Quality of Service affects your everyday experience when using telecom services.

It may include:

Network Availability and Coverage

Can you access network services when you need them?

Good service should enable consumers to access voice, data, and other services in areas where coverage is available.

Quality of Service (Voice)

Can you make and receive calls clearly?

Poor call quality may include:

• Calls dropping unexpectedly
• Difficulty connecting calls
• Poor or unclear voice quality
• Delays during conversations

Quality of Service (Data)

Can you browse, stream, download, or use online services effectively?

Your data experience may be affected by factors such as:

• Slow internet speeds
• Difficulty connecting to the internet
• Interrupted data sessions
• Poor network availability

SMS Delivery

Can you send and receive text messages successfully and within a reasonable time?

Difficulty in sending or receiving SMS may affect communication and access to services that depend on text messages.

Customer Care

Quality of Service is not only about the network. It also includes the support consumers receive when they need help.

Consumers should be able to access appropriate customer care and complaint channels to report service-related problems.

Billing Issues

Consumers should receive accurate information about charges for the services they use.

Issues relating to incorrect charges, airtime deductions, or incorrect account balances can affect a consumer's overall service experience. The NCC's QoS framework also recognises billing integrity and complaint handling as important commercial aspects of service quality.

Quality of Service Is Not Always the Same as Quality of Experience

Although they are closely related, Quality of Service (QoS) and Quality of Experience (QoE) are not exactly the same.

Quality of Service (QoS)

QoS focuses on how the network and services perform against established standards and measurable indicators.

Quality of Experience (QoE)

QoE focuses more on your personal experience and satisfaction when using a service.

 A consumer's experience may  be affected by factors such as:

• Location
• Device type
• Time of day
• Network congestion
• Indoor or outdoor environment

Both QoS and QoE are important in understanding telecom service delivery.

Why Can Service Quality Vary?

Telecom service quality may vary from one location to another and at different times.

Factors that may affect service quality include:

• Network congestion
• Distance from network infrastructure
• Physical obstacles such as buildings or terrain
• Power supply challenges
• Damage to telecom infrastructure
• Device capability
• Weather and environmental conditions

This means that a consumer's experience in one location may be different from the experience in another location.

What Should You Do When You Experience Poor Service Quality?

If you experience a persistent service-related problem, take the following steps:

1. Identify the Problem

Try to clearly identify the issue.

For example:

• Are your calls dropping?
• Is your internet connection unusually slow?
• Are you unable to make calls?
• Are you unable to send or receive SMS?
• Is the problem occurring in a particular location?

2. Keep Relevant Details

Make a note of important information such as:

• Date and time the problem occurred
• Your location
• The type of service affected
• How often the problem occurs

These details can help your service provider investigate the issue.

3. Contact Your Service Provider

Report the issue through your service provider's official customer care or complaint channels.

Clearly explain the problem and provide relevant information.

4. Keep Your Complaint Reference

Where available, keep the complaint or reference number provided by your service provider.

This will help you track your complaint and follow up on its resolution.

5. Escalate When Necessary

If your complaint is not resolved satisfactorily after you have contacted your service provider and followed the applicable complaint process, you may escalate the matter to the NCC .

The NCC monitors consumer complaints and service-provider compliance as part of its consumer protection and service-quality responsibilities.

What Can Consumers Do to Help Improve Service Quality?

Consumers also have an important role to play.

You can help by:

• Reporting service problems through official channels.
• Providing accurate information when making a complaint.
• Avoiding damage to telecom infrastructure.
• Using approved and compatible telecom devices.
• Staying informed about your rights and responsibilities.

Know Your Rights, Know Your Service

Quality telecom services are important for communication, work, education, business, and access to digital services.

Understanding Quality of Service helps you recognise service-related problems, communicate them clearly, and take the appropriate steps towards seeking resolution.

When you experience a problem, identify it, report it to your service provider, keep relevant details, and follow up where necessary.

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Published: 22 September 2026

When subscribing to an unlimited data plan or internet service, you will often encounter the term Fair Usage Policy (FUP). While the word ‘unlimited’ suggests endless data at top speeds without restrictions, these plans are typically subject to an FUP that sets out conditions on how the service may be used. Understanding what FUP means and how it affects your internet experience helps you make better decisions, choose the right plan, and protect your consumer rights. 

What is Fair Usage Policy (FUP)? 

A Fair Usage Policy (FUP) is a set of conditions that may apply to certain telecommunications services, particularly unlimited data, or internet plans.  

Where an FUP applies, a service provider may specify a particular data usage threshold or other conditions. Once the pre-determined threshold is reached, the conditions of the service may change in accordance with the terms of the plan. For example, internet speed may be reduced, while the service itself continues.  

The purpose of an FUP is generally to ensure that network resources are used fairly and that all consumers can enjoy the service in accordance with the conditions of their plan.  

Why should consumers understand FUP? 

Knowing the details of an applicable Fair Usage Policy helps you evaluate whether a plan fits your internet needs. Specifically, it allows you to determine: 

• Whether the plan has a data usage threshold, i.e., the exact amount of data allowed before service conditions change. 

• What happens when the threshold is reached, such as a reduction in internet speed. In practice, this means that your internet service continues, but data-heavy activities like video streaming, downloading large files, and online gaming become noticeably slower.  

• Whether a daily allowance applies - For some unlimited plans, once the applicable FUP threshold is reached, the operator may provide a daily data allowance, for example, 1 GB per day, which resets every 24 hours for a specified number of days within the validity period. 

• When the normal service conditions will be restored. This is typically upon renewal of the plan or at the start of a new billing cycle. 

• Validity period and other terms - Full details regarding validity periods and renewal conditions. 

This information is important in determining whether a particular plan is suitable for a consumer's needs. 

What should consumers check before subscribing? 

Before subscribing to a data plan that is advertised as unlimited, consumers should seek clear information about the conditions attached to the offer.
 

• What does ‘Unlimited’ mean for the plan?  

Find out whether the plan is subject to a Fair Usage Policy and what ‘unlimited’ means within the specific offer.  

• Is there a data usage threshold?  

Ask whether there is a specified amount of data you can use before your service conditions change.  

• What happens after I reach the threshold? 

Find out whether your internet speed will be reduced or whether any other conditions will apply.  

• What will my speed be after the threshold? 

Where a reduction in speed applies, ask for the speed at which you will continue to access the service. This is to determine if the service will still meet your needs.  

• When will my normal speed be restored? 

Establish when your normal service is restored. 

Making an informed choice and knowing your rights. 

Before subscribing to any telecommunications service, consumers should take time to understand the offer and the conditions attached to it. In particular, consumers should look beyond marketing and promotional headlines and review the applicable Fair Usage Policy, data usage thresholds, internet speeds, validity periods, renewal conditions and other terms and conditions of the service. 

Where any aspect of a data plan or FUP is unclear, consumers should contact their service provider for clarification before subscribing. 

Know what you are paying for. Understand the conditions attached to the service. Make informed choices. 

Remember: An informed consumer is an empowered consumer. 

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Published: 17 September 2026

Choosing a telecom service should not be complicated. Consumers deserve clear information about the cost of calls, data, SMS, and other services, as well as the terms and conditions attached to them.

To promote transparency and help consumers make informed decisions, the Nigerian Communications Commission (NCC) issued the Guidance on the Simplification of Tariffs in the Nigerian Communications Sector (Amended 2024). The Guidance aims to simplify tariff structures, improve transparency and make telecom offerings easier to understand and compare.

What is a Tariff?

A tariff is the price a telecom service provider charges for services such as voice calls, data, SMS, and other telecommunications services. Every subscriber must be on a tariff plan, although a consumer can only be on one tariff plan at a time.

Why Tariff Simplification Matters

Telecom operators offer numerous tariff plans, bundles, and promotional packages designed to meet different consumer needs. However, overly complex pricing structures can make it difficult for consumers to compare options and understand what they are paying for.

Tariff simplification seeks to:

· Reduce the complexity of tariff plans and bundles.

· Improve transparency and clarity of pricing.

· Protect consumers through accessible and understandable information.

· Promote fair competition among operators.

The goal is to enable consumers to choose services based on clear information about features, costs, and conditions.

What Consumers Should Look Out For

Under the tariff simplification guidance, consumers should be able to easily identify key information, including:

· Price: The cost of the service or bundle.

· Validity Period: How long the service remains active.

· Applicable Rates: Charges for voice, data, and SMS.

· Out-of-Bundle Rates: Charges that apply after a bundle is exhausted.

· Renewal Conditions: Automatic renewal can only occur with the consumer's consent.

· Rollover Conditions: Rules governing the carry-over of unused allowances.

· Fair Usage Policy (FUP): Any applicable usage limits, speed restrictions, or conditions.

Operators are required to present this information clearly and in a user-friendly manner to enable informed decision-making.

Understanding Promotions and Bonuses

Promotional offers and bonuses may provide additional benefits, but they should not obscure the actual tariff being offered.

The Guidance requires promotional incentives to be separated from standard tariff plans and offered as standalone products, subject to NCC approval. Operators may, however, maintain a bonus-led plan for new subscribers for a limited period, after which subscribers must migrate to a standard tariff plan of their choice.

Consumers can make better decisions by:

· Reading the terms and conditions before subscribing.

· Comparing available plans rather than relying solely on promotional claims.

· Seeking clarification from service providers where information is unclear.

· Knowing their rights to clear information and fair treatment.

· Escalating unresolved complaints to the NCC when necessary.

Importance of Clear Information

Tariff simplification is most effective when consumers actively use the information provided by service providers. Clear tariff disclosures allow consumers to understand what they are buying, how much it costs, how long it lasts, and any conditions attached.

By carefully reviewing tariff information, comparing available options and asking questions when necessary, consumers can choose services that best meet their needs and obtain greater value from telecommunications services.

An informed consumer is an empowered consumer.

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Published: 17 September 2026

What Is Data Management?

Mobile data powers many of our daily activities, from browsing the internet and using social media to streaming videos, making video calls, downloading files, and playing online games. It is also consumed when applications automatically update or synchronise in the background.

Data management simply means monitoring how your mobile data is used and taking practical steps to control consumption. By understanding the activities that use the most data and adjusting your usage habits accordingly, you can reduce unnecessary wastage, make your data bundle last longer, and enjoy better value from your subscription.

Smart data management starts with knowing where your data goes and using it wisely.

Where Does All the Data Go?

Many consumers are surprised by how quickly their data disappears. In most cases, it is being consumed by activities we use every day, including:

· Video streaming on platforms such as YouTube and Netflix, especially in high definition.

· Automatic app and software updates running in the background.

· Social media apps that auto-play videos and constantly refresh content.

· Video calls and online meetings, which use far more data than voice calls.

· Large downloads and uploads, including videos, photos, games, and documents.

7 Smart Ways to Manage Your Data

1. Check Your Data Usage Regularly

Most smartphones show which apps consume the most data. Reviewing this information can help you identify and control unnecessary usage.

2. Limit Background Data

Some apps continue using data even when you are not actively using them. Restricting background activity and enabling Data Saver mode can significantly reduce consumption.

3. Stream Smarter

Watching videos in HD may look great, but it also consumes more data. Consider lowering video quality when using mobile data and reserve HD streaming for Wi-Fi.

4. Turn Off Automatic Downloads

Configure your phone and apps to download updates only when connected to Wi-Fi. This prevents unexpected data usage.

5. Monitor Your Balance

Do not wait until your data is almost exhausted. Set usage alerts or data limits on your device and regularly check your remaining balance.

6. Choose the Right Data Plan

Understanding your online habits can help you select a bundle that meets your needs. If you frequently stream videos or attend online meetings, you may require a larger data plan.

7. Make the Most of Wi-Fi

Whenever possible, use trusted Wi-Fi networks for data-heavy activities such as software updates, cloud backups, video streaming, and large file transfers.

Small Changes, Big Savings

Managing your data does not mean using less technology. It means using it more efficiently. By monitoring your usage, controlling background activities, adjusting streaming quality, and making smart choices about downloads and updates, you can stretch your data bundle further and avoid unnecessary costs.

The first step to smarter data use is knowing where your data goes. Stay informed, stay in control, and make every megabyte count.

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Published: 31 August 2026

What is TIRMS?

Telecommunications Identity Risk Management Systems (TIRMS) is a centralised system designed to help authorised organisationsverify the status of mobile phone numbers in real time and identify potential risks associated with them.

According to the NCC, TIRMS is the system that supports the verification and updating of phone-number statuses and is intended to promote fraud prevention, regulatory compliance and the integrity of consumer information.

TIRMS helps authorised service providers know whether a phone number is active, swapped, churned, blacklisted or has been reassigned to another consumer.

Your mobile phone number is more than just a means of making calls or sending messages. Today, your number may be linked to your bank account, social media accounts, email, online services and other important platforms. This makes protecting the identity and status of your phone number increasingly important.

To strengthen the security of phone numbers and reduce the risks associated with recycled, swapped or churned numbers the Nigerian Communications Commission (NCC) has introduced the Telecoms Identity Risk Management System (TIRMS).

Why is TIRMS Important to Consumers?

Phone numbers can sometimes be reassigned after they are disconnected or become inactive. This means that a number previously used by one person may eventually be allocated to another person.

If banks, fintech companies or other service providers still have the previous owner's number in their records, the new user could potentially receive calls, messages or alerts intended for the previous owner.

TIRMS is designed to help reduce this type of risk by allowing approved service providers to verify the current status of a phone number before carrying out certain activities.

The system can be particularly useful in situations involving:

• Reassigned or recycled phone numbers

• SIM swaps

• Churned numbers

• Blacklisted numbers

• Potentially fraudulent activities; and

• Sensitive transactions or customer authentication.

How Does TIRMS Work?

TIRMS brings together relevant information about the status of phone numbers.

Authorised telecommunications operators can update the status of numbers in the system, while approved service providers such as banks and fintech companies can verify the status of numbers when necessary.

For example, before a financial institution allows a customer to perform a sensitive activity, it can verify whether the phone number associated with the customer's account has been swapped, churned, blacklisted or reassigned.

This additional verification can help service providers identify possible risks before they result in fraud or unauthorised access.

What About SIM Swaps?

A SIM swap occurs when a customer's mobile number is transferred from one SIM card to another, usually because the original SIM has been lost, stolen, damaged or replaced.

Because a phone number can be used for authentication and access to important services, unauthorised SIM swaps can create serious security risks.

TIRMS allows authorised organisations to verify whether a number has recently undergone a SIM swap, helping service providers take additional precautions where necessary.

Benefit of TIRMS

TIRMS can provide several important consumer-protection benefits.

1. Helps Reduce Fraud

By enabling approved service providers to verify phone-number status, TIRMS can help identify suspicious situations before they lead to fraud.

2. Helps Protect Financial Accounts

Many consumers use their mobile numbers for banking alerts, authentication and other financial services. Verifying the status of a number can provide an additional layer of protection.

3. Helps Address Risks Associated with Recycled Numbers

Consumers who receive calls, SMS messages or financial notifications intended for a previous owner of a number can be exposed to privacy and security concerns. Better information about number reassignment can help service providers update their records appropriately.

4. Supports Safer Digital Services

As more Nigerians use mobile phones for banking, payments, shopping and other digital services, ensuring that phone-number information remains accurate is increasingly important.

5. Strengthens Consumer Confidence

A safer and more reliable system for managing phone-number identity can help build confidence in Nigeria's telecommunications and digital ecosystem.

What Should Consumers Do?

Although TIRMS provides an additional layer of protection, consumers also have an important role to play in protecting their mobile numbers.

• Keep their SIM cards secure.

• Report a lost or stolen phone or SIM immediately to their network operator.

• Be cautious about sharing their phone number and personal information.

• Monitor their bank accounts and transaction alerts regularly.

• Update their phone number with banks and other service providers whenever their number changes.

• Report suspicious calls, messages or transactions to the relevant service provider.

• Avoid disclosing PINs, passwords, OTPs or other confidential information to anyone.

• Contact their bank immediately if they notice unusual activity linked to their phone number.

If You Receive Someone Else's Bank Alerts?

If you purchase a new SIM and begin receiving bank alerts, loan messages or other sensitive communications intended for another person, do not attempt to access or use the information.

Contact the relevant service provider and explain that the phone number has been reassigned to you. You should also avoid sharing the previous customer's information with others.

Your mobile number can serve as an important link between you and your financial, digital and communication services. Protecting it is therefore not only about preventing unwanted calls; it is also about protecting your identity and personal information.

TIRMS represents an important step towards strengthening the management of phone-number identity and reducing risks associated with recycled, swapped, churned lines.

As a telecom consumer, stay informed, protect your SIM and phone number, and report suspicious activities promptly.Never share your OTP, PIN, password or other confidential security information with anyone.

If you have a complaint about your telecom service provider and the matter remains unresolved after contacting the provider, you can escalate the complaint to the NCC through its consumer complaint channels; 

• NCC 622 (Toll Free Line)
• Consumer Portal: www.consumer.ncc.gov.ng
• Email: consumer@ncc.gov.ng
• X Handle: @ConsumersNCC
• NCC X Handle: @NgComCommission
• NCC Zonal Offices Nationwide

Stay informed. Stay alert. Protect your number.

Details

Published: 31 August 2026

The Internet has become an important part of children's lives. Children use smartphones, tablets and computers to learn, communicate with friends, play games, watch videos and explore the world. While the Internet offers many opportunities, it can also expose children to risks such as cyberbullying, inappropriate content, online scams, privacy violations, harmful interactions and contact with strangers.

Keeping children safe online is therefore a shared responsibility involving parents, caregivers, teachers, children, technology companies and other stakeholders.

One simple way parents and caregivers can help children develop safer online habits is by teaching them SMART rules.

What are the SMART Rules?

The SMART Rules are a simple set of online safety guidelines designed to help children stay safe when using the internet, social media, gaming platforms, and messaging apps. The acronym stands for;

S – Stay Safe with Personal Information

Teach children not to share personal information with people they meet online.

Personal information may include their Full name, Home address, School name and location, Telephone number, Passwords and PINs, Date of birth, Family information, Live location, Photos or videos that reveal where they live or attend school.

Children should understand that not everyone online is who they claim to be. A person who appears to be a child online could actually be an adult.

SMART tip: Teach children to ask a trusted adult before sharing personal information online.

M – Meet Online Friends Carefully

Children may make friends through games, social media, chat platforms and other online communities. However, an online friend is still a stranger until their identity and relationship are known and trusted in the real world.

Children should never agree to meet someone they met online without telling a parent or trusted adult.

If an online contact asks a child to keep the relationship secret, meet privately, send photographs or move the conversation to another platform, the child should immediately tell a trusted adult.

SMART tip: If someone online makes you uncomfortable, stop communicating with them and tell a trusted adult.

A – Accept Carefully

Children should be careful about what they accept online.

This includes Friend or follow requests, Messages and chat invitations, Files and photographs, Links, Downloads, Online games and applications.

Not every link, message or offer is safe. Some may contain scams, malware or inappropriate content.

Children should also be encouraged not to accept invitations to private groups or conversations from people they do not know.

SMART tip: When in doubt, do not click, download or accept. Ask a trusted adult first.

R – Remember: Be Respectful Online

Children should understand that the rules of good behaviour also apply online.

They should not Insult or threaten others, Spread rumours, Share embarrassing photographs of others, participate in cyberbullying, Pretend to be someone else or Post hurtful comments.

Children should also remember that what they post online can be copied, saved and shared by others.

SMART tip: Encourage children to think before posting or sending anything

T – Tell Someone You Trust

One of the most important online safety rules is to tell a trusted adult when something feels wrong.

Children should know that they will not be blamed for reporting something that makes them uncomfortable or afraid.

They should tell a parent, guardian, teacher or another trusted adult if: Someone sends them inappropriate messages or pictures, Someone threatens or blackmails them, they experience cyberbullying, a stranger asks to meet them, Someone asks for their passwords or personal information, they encounter disturbing or inappropriate content.

SMART tip: Parents and caregivers should listen calmly and avoid immediately blaming or punishing the child. By creating an environment where children feel safe to speak up is essential to protecting them online. 

Parents Have an Important Role

Technology alone cannot keep children safe. Parents and caregivers need to take an active interest in their children's digital lives.

Parents can:

1. Talk regularly about online safety. 
Do not wait until something goes wrong before discussing Internet safety.

2. Set age-appropriate rules. 
Agree on when, where and how children can use devices and social media.

3. Use privacy and parental-control settings. 
Where appropriate, activate privacy settings, content filters, screen-time controls and other safety features.

4. Teach children about passwords. 
Children should use strong, unique passwords and should not share them with friends or strangers.

5. Keep devices updated. 
Regular software and security updates can help protect devices from known security vulnerabilities.

6. Know what platforms children are using. 
Parents should understand the apps, games and social platforms their children use and the risks associated with them.

7. Encourage reporting. 
Teach children how to block, mute and report accounts or content that make them uncomfortable.

8. Lead by example. 
Children learn from adults. Parents should also demonstrate responsible use of phones, social media and other digital services.

Keeping children safe online does not mean preventing them from using technology. The Internet can provide children with valuable opportunities to learn, create, communicate and develop digital skills.

The goal is to help children become confident, informed and responsible digital citizens who know how to recognise risks, protect themselves and seek help when necessary.

A Simple Reminder for Every Child

S – Stay safe with your personal information. 
M – Meet online friends carefully. 
A – Accept messages, links and requests carefully. 
R – Remember to be respectful online. 
T – Tell someone you trust when something goes wrong.

Parents and caregivers: Talk to your children about online safety today. A simple conversation could help protect them tomorrow.

Details

Published: 31 August 2026

What is Line Parking?

Line parking is a service that allows telecom consumers to temporarily place a mobile line in a dormant state while retaining ownership of the phone number.

Instead of using the line for calls, SMS, or data services, the consumer pays a nominal fee to keep the number reserved for a specified period, usually one year, with the option to extend the parking period when necessary.

Think of it as parking your car in a safe parking space. Although you are not using it, it remains yours until you are ready to use it again.

An assigned mobile phone number is more than just a way to make calls. It is statutorily linked to your National Identification Number (NIN) and often linked to your bank account,  email, social media accounts, and other important services. If you will not be using your assigned mobile line for an extended period, you may be able to park the line instead of risking losing the phone number.

Why Would You Park Your Assigned Line?

You may consider parking the line if:

• You are travelling out of the Country for an extended period or going to live abroad for a determined period.

• You have a mobile number linked to your bank account, NIN, email or other important services.

• You own a business line that you want to retain while you are out of the network or unable to use it for a long period.

• You have a memorable phone number that you do not want to lose and you are not going to use it for a period that may qualify for churning the number due to inactivity.

• You will not be using the line for a long period but intend to use it again in the future.

Benefits of Line Parking

Parking your assigned line offers several advantages:

• Retains ownership of your assigned mobile number.

• Prevents your assigned number from being recycled and assigned to another consumer.

• Protects access to services linked to your assigned phone number.

• Saves the cost and inconvenience of obtaining a new number.

• Allows you to reactivate your assigned line whenever you are ready, subject to your service provider's terms.

Line Parking Tips

Before requesting this service, you should:

• Confirm that your mobile network operator offers line parking in line with the provisions of the Quality of Service (Business Rules) Regulations 2024.

• Understand the applicable fees and duration of the parking period.

• Renew the parking period before it expires if you wish to continue retaining the number.

• Keep your assigned SIM registration details up to date with your service provider.

Your assigned mobile number is part of your digital identity. If you do not intend to use your assigned line for an extended period but want to keep it, line parking offers a convenient way to retain your assigned number without the risk of it being recycled.

If available, this service can help consumers safeguard valuable phone numbers and maintain access to the many services connected to them.

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Published: 30 July 2026

Your mobile phone number is more than just a way to make calls. It is often linked to your bank account, email, social media accounts, and many other important services. If you stop using your SIM card for a regulatory-determined period of one year, your telecom operator may deactivate it, deregister it, and eventually reassign the number to someone else. 

In Nigeria's telecoms industry, a churned line refers to a mobile phone number (MSISDN) that has been disconnected, deactivated, deregistered and withdrawn from a telecom consumer after a regulatory-determined period of one year of inactivity and may eventually be reassigned to another user. 

What Is a Churned Line?

A churned line is a line withdrawn and deregistered from an inactive user and reissued to another user, who will be required to register it in his or her name. 

 A telecom operator removes the line from active service because a telecom consumer failed to use the SIM card for a regulatory-determined period of one year of inactivity. The line is no longer considered an active consumer line and may later be recycled and allocated to a new customer.

How Does a Line Become Churned?

According to Quality of Service (QoS) Business Rules:

1. A consumer line may be partially barred if it has not been used for a Revenue Generating Event (RGE) for six months. Partial barring will only allow the inactive user to receive calls for another 6 months. 

2. If the inactivity continues for another six months after the partial barring (a total of 12 months), the operator may churn the line, and the consumer may lose the number

3. The number can then be recycled and assigned to another consumer/subscriber. 

What Counts as Activity on a Line?

A line is generally regarded as active when it generates revenue-related telecom activity within the regulatory period. Examples include: 

• Making or receiving calls.

• Sending SMS.

• Using mobile data.

• Using USSD services.

• Other qualifying network activities. 

The NCC has previously emphasized that active subscribers are those with revenue-generating activity within a specified period, often measured over 90 days for reporting purposes. 

Why Do Operators Churn Lines?

Telecom operators churn inactive lines for several reasons:

• Due to inactivity caused by a consumer not carrying out a revenue-generating event or activity within one year days

• Inactivity due to consumer traveling out of the country for a period that falls within the regulatory-determined threshold set by the Quality of Service (QoS) Business Rules

• A consumer misplaces his line and fails to replace the missing medium for a period that qualifies for the inactivity milestone for churning as set by the Quality of Service (QoS) Business Rules

• A consumer fails to recharge, conduct any revenue-generating event for a period that falls within the inactivity threshold for churning as set in the Quality of Service (QoS) Business Rules.

What Happens When a Line is Churned?

When your line is churned:

• The line is deactivated, deregistered and sent back to the general number pool and reassign to another user, who will be required to register the number afresh in his or her name. 

• The churned phone number may be assigned to another consumer/subscriber, after the required period of inactivity as set by the Quality of Service (QoS) Business Rules.

• You may lose access to services linked to that number, such as banking alerts, One-Time Passwords (OTPs), email verification codes and social media accounts if you have not updated your contact details or transactional profiles on such avenues and platforms.

Risks Associated with Churned Lines

Allowing your line to be churned may expose you to several risks, including:

• Where the last users fail to remove it from his transactional profiles in banks and other platforms, the new user will be getting his transactional notifications and information. You may also be unable to receive verification codes needed to access your online accounts

•  Where the previous user had used the line for a loan facility, it may cause discomfort to the new user.

• Where the last user had used the line for any criminal activity such as extortion or negotiation for ransom, the new user may face law enforcement scrutiny.

• Privacy and security risks. If your number is churned is linked to your personal accounts, another person who receives the number may receive messages meant for you.

• Missed important communications. You may miss calls, text messages, business contacts, and other important notifications sent to the churned number that is not registered in your name after the churning. This will be from persons or entities that may not be aware of the churning of that line. 

NCC's Response to Churn Risks

To address the challenges associated with churned numbers, the NCC introduced initiatives around the Telecoms Identity Risk Management System (TIRMS). The platform is intended to track churned, swapped, and barred numbers and help banks, fintechs, regulators, and security agencies verify the status of mobile numbers before relying on them for identity-related transactions. 

The objective is to reduce:

• Identity theft
• Fraud involving recycled numbers
• KYC verification failures
• Security breaches arising from reassigned SIMs

How Telecom Consumers Can Avoid Losing Their Number

To prevent a line from being churned: 

• Ensure your lines are active by carrying out revenue-generating activities; 

1. Make periodic calls or send SMS.

2. Use mobile data occasionally.

• Replace misplaced, damaged and stolen lines immediately

• Park the line for a nominal fee for a year and extend further when necessary. 

• Where churning has already happened, ensure all banking and transactional platforms are notified. 

Your phone number is an important part of your digital identity. Losing it because of prolonged inactivity can affect your access to banking services, online accounts and other essential communications.

Details

Published: 30 July 2026

Buying airtime or data should be quick and easy. However, there are times when your bank account is debited, but the airtime or data is not delivered. This can be frustrating. 

To improve the experience for consumers, the Nigerian Communications Commission (NCC), and the Central Bank of Nigeria (CBN), in collaboration with Mobile Network Operators (MNOs), banks, and other stakeholders, have developed a draft National Framework on Failed Airtime and Data Transactions. This Framework is designed to ensure that failed transactions are resolved quickly and fairly.  

What is a Failed Airtime or Data Transaction? 

A failed transaction happens when money is deducted from your bank account, but you do not receive the airtime or data you paid for.  

What Should Happen If Transaction Fails? 

The Framework requires Banks, mobile network operators, and other service providers to work together to detect failed transactions and process refunds as quickly as possible. 

When a transaction fails, the refund process should begin automatically without requiring you to take extra steps in many cases.  

What Can Cause a Failed Transaction? 

Some common reasons include:  

• Temporary network problems.  

• System errors between Banks and Mobile Networks.  

• Purchasing airtime or data during a service outage.  

• Entering the wrong mobile number.  

• Selecting the wrong mobile network.  

The Framework introduces measures to reduce these problems and improve transaction success.  

What Should You Do If You Don't Receive Your Airtime or Data? 

If your account is debited and you do not receive the airtime or data: 

• Check your SMS messages or banking app for any transaction updates.  

• Wait a few minutes, as some transactions may still be processing.  

• If the issue is not resolved, contact your Bank and provide details such as the transaction amount, phone number, date, and time of purchase.  

• Carry out the instructions from your Bank guiding you on the next steps. 

• Keep your transaction receipt or confirmation message until the issue is resolved.  

Tips to Avoid Failed Airtime and Data Transactions  

Before buying airtime or data, always:  

• Confirm that you entered the correct phone number.  

• Select the correct mobile network.  

• Ensure you have a stable internet connection if using a banking or payment app.  

Taking a few seconds to verify these details can help prevent unnecessary errors. 

A Better Experience for Consumers 

The National Framework promotes better coordination among Banks, Mobile network operators, and other service providers. It also encourages faster refunds, improved customer notifications, and clearer procedures for resolving complaints.  

Know Your Rights 

As a telecom consumer, you have the right to receive the service you paid for or have your issue resolved promptly when a transaction fails. If your complaint is not satisfactorily addressed by your bank or service provider, escalate it to the NCC.