By NEWSCOUNT Desk
The Executive Vice Chairman and Chief Executive Officer of the Nigerian Communications Commission (NCC), Dr Aminu Maida, has urged staff of the Commission to improve service delivery, respond promptly to complaints and take greater responsibility for resolving issues raised by consumers and other stakeholders.
Maida gave the charge during the Commission’s 2026 Customer Service Week celebration at its head office in Maitama, Abuja, on October 6, 2026, with the theme, “Going the Extra Mile.”
He said the annual celebration provided an opportunity to recognise the contributions of staff to service excellence and examine ways of improving the Commission’s engagement with consumers, telecommunications operators and other stakeholders.
According to him, service delivery is central to the NCC’s regulatory mandate, stressing that every policy, decision and regulatory intervention should contribute to improving stakeholders’ experience and supporting the development of Nigeria’s communications sector.
Maida explained that going the extra mile required practical actions in the daily discharge of official responsibilities, including listening attentively to complaints, responding without unnecessary delays, explaining decisions clearly and ensuring that issues referred to other departments or officers were followed through to resolution.
He noted that even seemingly simple actions, such as providing timely updates, guiding a consumer through the next stage of a complaint or taking ownership of an unresolved matter, could make a significant difference to the quality of service received.
The NCC chief executive observed that expectations for efficient, transparent and responsive services had increased in an increasingly digital environment. He said while technology and efficient systems were necessary for meeting those expectations, the judgment, empathy and professionalism of staff remained essential to effective service delivery.
According to him, every inquiry or complaint represented a person seeking an answer, a solution or assurance that the matter had received the necessary attention.
He commended staff members for their contributions to the Commission’s operations, acknowledging those who handle consumer complaints, engage telecommunications licensees, support regulatory processes, manage communications and provide internal administrative services.
Maida said although much of their work was carried out without public attention, its impact was felt throughout the Commission and among the stakeholders who depended on its services.
He called for greater attention to internal service delivery, explaining that the manner in which departments and staff members supported one another had a direct bearing on the quality of service ultimately provided to the public.
“When we share information promptly, respond to colleagues and work effectively across departments, we help the whole Commission perform better,” he said.
The NCC boss also acknowledged consumers, industry partners and other stakeholders for providing feedback that could help the Commission identify areas of strength and aspects of its operations requiring improvement.
He urged staff to remain open to criticism and suggestions, learn from stakeholders’ experiences and take appropriate action to address identified shortcomings.
As part of efforts to translate the theme of the celebration into measurable improvements, Maida encouraged every staff member to identify at least one aspect of daily operations that could be made more efficient.
He cited delayed responses, procedures that create unnecessary difficulties for stakeholders and recurring complaints whose underlying causes require attention as issues that should be examined and addressed.
He said resolving such challenges would demonstrate the Commission’s commitment to service excellence and help strengthen public confidence in its operations.
Maida charged staff to treat every stakeholder with courtesy and respect, maintain high standards of integrity and take ownership of their responsibilities, noting that these practices were essential to building trust in the Commission.
He thanked staff members for their dedication and encouraged them to sustain the spirit of going the extra mile throughout the year.
The 2026 Customer Service Week celebration also featured activities at the Commission’s annex office in Mbora, Abuja, where the Director of Cybersecurity and Internet Governance, Ms Olatokunboh Oyeleye, the Director of Research and Development, Engr. Babagana Digima, and other staff members participated.
The Commission’s celebration focused on promoting a stronger service culture, improving interactions with stakeholders and encouraging staff to make responsiveness, accountability and professionalism integral to their daily work.
