Dr. Aminu Maida, the Executive Vice Chairman and Chief Executive Officer of theNigerian Communications Commission (NCC) has urged staff to take greater responsibility for consumer complaints, respond promptly to inquiries, and address service delivery issues to strengthen public confidence in the regulator.
Maida stressed that service excellence requires accountability, empathy, and clear communication alongside efficient systems.
He made the call during an address marking Customer Service Week 2026 at the NCC headquarters in Abuja, held under the theme “Going the Extra Mile”.
He urged staff to take practical steps to improve service delivery, including keeping stakeholders informed, explaining decisions clearly, and ensuring complaints reach the appropriate departments.
According to Maida, going the extra mile translates into providing updates proactively, explaining next steps, and following through on unresolved issues.
“‘Going the Extra Mile’ should translate into everyday actions that make interactions with the commission more efficient and less frustrating for the people who depend on its services,” he said.
He noted that in a digital environment, consumers increasingly expect efficient, transparent, and responsive services.
“Technology and systems help us meet those expectations, but it is our judgment, empathy, and professionalism that give those services their value,” Maida added.
The NCC boss also emphasized the importance of internal collaboration, stating that prompt information sharing and inter-departmental cooperation directly affect the institution’s capacity to serve the public.
He urged employees across all divisions—from consumer dispute handling to licensee engagement and regulatory administration—to identify operational bottlenecks, such as response delays and recurring complaints.
Rather than treating Customer Service Week as a one-off event, Maida asked staff to maintain these principles year-round.
“Let us continue to treat every stakeholder with courtesy and respect, uphold the highest standards of integrity, and take ownership of our responsibilities,” he concluded.
