By Gabriel Ameh
ABUJA | Media360Impact Report
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 by responding promptly to complaints, communicating clearly and taking responsibility for resolving stakeholder concerns.
Maida made the call in his address to mark Customer Service Week 2026, themed “Going the Extra Mile,” at the NCC headquarters in Abuja on October 6.
He said service delivery remained central to the Commission’s mandate, stressing that its policies, decisions and regulatory interventions should ultimately improve the experience of consumers and support the growth of Nigeria’s communications sector.
According to him, going the extra mile involves listening carefully, responding without unnecessary delays, explaining decisions clearly and following through on commitments.
He noted that even simple actions, such as updating a stakeholder before they ask for information or helping someone understand the next step in a process, could make a significant difference to service quality.
“In an increasingly digital environment, people expect services that are efficient, transparent and responsive,” Maida said, adding that technology alone was not enough without sound judgment, empathy and professionalism.
He stressed that behind every inquiry or complaint was a person seeking an answer, a solution or reassurance that their concerns were being taken seriously.
The NCC chief commended staff across the Commission for their contributions, including those handling consumer complaints, engaging with telecommunications operators, supporting regulatory processes, managing communications and providing internal services.
He also highlighted the importance of internal customer service, noting that how departments and colleagues serve one another directly affects the quality of service delivered to the public.
According to Maida, timely information sharing, effective collaboration and prompt responses among staff would help the Commission operate more efficiently and meet stakeholder expectations.
He acknowledged consumers, industry partners and other stakeholders for their feedback, describing their contributions as important in identifying areas where the Commission could improve.
Maida urged staff to use the Customer Service Week celebration to identify and address specific service delivery challenges, including delayed responses, unnecessarily complicated processes and recurring complaints that require attention at their source.
He further called on employees to treat every stakeholder with courtesy and respect, uphold integrity and take ownership of their responsibilities.
He said these everyday actions were essential to building trust in the Commission and strengthening confidence in its work.
Maida encouraged staff to sustain the spirit of “Going the Extra Mile” beyond the annual celebration, making service excellence a consistent part of their daily responsibilities.
Source: Address by Dr Aminu Maida, Executive Vice Chairman/CEO, Nigerian Communications Commission (NCC), October 6, 2026.
