Susan Abayomi
The Nigerian Communications Commission (NCC) has commended telecommunications operator Globacom, popularly known as Glo, for exceeding its customer complaint resolution targets in August 2026.
The commendation followed the company’s performance in handling and resolving customer complaints, with the regulator expressing satisfaction with its compliance with established service standards.
In a letter to Globacom, signed by Kabiru S. Haruna, Principal Manager, Consumer Protection and Advocacy at the NCC’s Consumer Affairs Bureau, the commission acknowledged that the telecommunications provider had surpassed its prescribed complaint resolution thresholds of 90 per cent and 97 per cent for Level 2 complaints.
The NCC said the achievement reflected the company’s commitment to regulatory compliance, customer satisfaction and improved service delivery.
The commission also emphasised the importance of effective complaint management and adherence to Service Level Agreements (SLAs), noting that timely resolution of customer concerns plays a significant role in building consumer confidence and improving experiences across the telecommunications industry.
It urged Globacom to sustain its performance and continue implementing measures to enhance service quality, strengthen complaint management and improve customer satisfaction.
In response, Globacom attributed the improvement in its customer service performance to continuous training for customer-facing personnel and investments in modern technology designed to improve operational efficiency and responsiveness to subscribers’ concerns.
The company reiterated its commitment to improving service delivery, stating that its philosophy, “Never Settle for Less,” reflects its determination to raise service standards and meet customers’ expectations.
The NCC’s commendation underscores the importance of effective complaint resolution in protecting telecommunications consumers and strengthening public confidence in the sector.
As competition and customer expectations continue to shape Nigeria’s telecommunications industry, consistent compliance with regulatory standards and prompt responses to subscriber complaints remain important measures of service quality.
