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Telcos Must Pay Consumers for Poor Service Delivery, Says NCC

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The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers affected by poor quality of service, insisting that consumers should not bear the full burden of service disruptions caused by operators’ failure to meet prescribed standards.

A statement released today by Nnenna Ukoha

Head, Public Affairs Department said the
the “Commission’s position is that subscribers should not be made to bear the full burden of service disruptions where operators fail to meet prescribed standards of service delivery.
According to the statement “Under this directive, erring operators will compensate affected users directly for breaches of Quality of Service (QoS) Key Performance Indicators (KPIs).
“Mobile Network Operators (MNOs) shall be required to pay these compensations for instances of poor quality of service recorded within specified time frames.
“The compensation will be provided in the form of airtime credits, calculated based on subscribers’ average spending patterns and their presence within Local Government Areas where service failures occur.
“The directive is rooted in the Commission’s broader regulatory philosophy that places the consumer at the centre of Nigeria’s telecommunications ecosystem. Telecommunications services today underpins economic activity, social interaction, and access to digital opportunities. When service quality is poor, the consequences affect productivity, commercial activities, and even public confidence in our communications system.
“While regulatory fines have traditionally served as a deterrent against poor service delivery, the Commission is adopting a more consumer-focused approach that strengthens accountability within the industry.
The Commission has designed this measure to complement existing and ongoing efforts to strengthen service quality monitoring and enforce performance standards.
Further to this directive by the Commission to MNOs on compensation to consumers, the Commission is also mandating Tower Companies who own the critical infrastructure for Quality of Service delivery, such as masts, to invest in infrastructure with measurable outcomes using sums that it has fined these companies, in addition to other financial fines the Commission will deem appropriate.
The Commission will continue to reinforce the obligation of operators to invest consistently in network resilience, capacity expansion, and infrastructure upgrades to meet the growing demand for telecommunications services. At the same time, it will deploy regulatory tools that promote fairness, transparency, and accountability across the sector, ensuring that every subscriber receives the quality of service they deserve while sustaining a telecommunications industry capable of powering Nigeria’s digital future.

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FAAN set to transform domestic air travel with V-Pass facial recognition system

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The Federal Airports Authority of Nigeria (FAAN) is rolling out V-Pass, a biometric identity verification system designed to make domestic air travel faster, safer and more seamless.

Developed in partnership with M/S Verxid Technologies Limited, the system will let passengers confirm their identities through facial recognition, reducing the need to rely on physical ID documents at airports.

The rollout was reviewed during a strategic meeting between FAAN and Verxid Technologies Limited, where both sides discussed deployment plans, security measures and ways to improve the passenger experience.

FAAN said the initiative shows its commitment to using technology to improve passenger facilitation and aviation security across domestic airports. V-Pass will give travellers a secure digital identity through a one-time enrolment process.

Nigerian passengers will register with their NIN and facial biometric capture, while foreign passengers will enrol using international passports through OCR and biometric authentication. The system will check passengers before they enter restricted areas and again before boarding.

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This dual-verification process is meant to prevent impersonation, unauthorized access and identity fraud, while giving security agencies greater confidence in passenger authentication. During rollout, passengers will be able to use self-service kiosks or get help from FAAN staff.

E-Gates will automate access to controlled areas, reduce queues and improve passenger flow. Developers say biometric processing will take less than 30 seconds after enrolment, while first-time registration will take about one minute. V-Pass will also give airlines secure access to flight schedules, passenger manifests and boarding statistics through a digital platform.

FAAN will benefit from a Central Management System that tracks passenger movement, generates analytics and supports future integration with other airport systems. FAAN and Verxid said data privacy remains central to the project.

READ ALSO: FAAN defends airport cab tariff hike amid protest against vehicle upgrade policy

The system complies with the Nigeria Data Protection Regulation (NDPR), and passenger data will not be stored on kiosks or handheld devices. Before deployment, FAAN and Verxid plan to launch a nationwide sensitisation campaign.

The campaign will run across TV, radio, social media, airport announcements and airline advisories to help passengers understand how V-Pass works. A live Proof of Concept demonstration and technical site assessment will also be carried out before full rollout

FAAN says V-Pass is part of its broader digital transformation agenda. By combining biometric technology with modern access control, FAAN hopes to build a smarter, safer and more efficient airport system for domestic travellers.


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How Yetunde Ilori Made Insurance Literacy a National Conversation

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BY NKECHI NAECHE-ESEZOBOR—Mrs. Yetunde Ilori, the outgoing President of the Chartered Insurance Institute of Nigeria (CIIN), has stated that her greatest fulfillment after two years in office is successfully elevating insurance literacy into a national conversation.

This milestone was achieved through targeted initiatives that reached children, students, professionals, and various communities across Nigeria.

Speaking at her valedictory virtual press conference marking the end of her tenure as CIIN’s 52nd President, Ilori reflected on her administration’s key achievements.

She described her leadership journey as one driven by a steadfast commitment to expanding insurance education, strengthening professionalism, building capacity, and fostering deeper industry collaboration.

She expressed deep gratitude to the media for their unwavering support in publicizing the institute’s programs, noting that journalists played a vital role in boosting insurance awareness and enhancing public understanding of the sector’s economic importance.

“I came into office with a clear intention to make a difference,” Ilori said. “Leadership should always be measured by the impact it creates and the legacy it leaves behind.”

Ilori explained that her administration was guided by the EPIC agenda—focused on Education, Professionalism, Institutional and Individual Recognition, and Capacity Building. This strategic framework served as the foundation for the institute’s major initiatives over the past two years.

Key Milestones of the EPIC Administration

 Nationwide Advocacy: A defining achievement of her tenure was expanding “Insurance Week” into a nationwide campaign. The initiative took advocacy beyond traditional industry circles and directly into local markets, schools, universities, and public spaces.

 Early Childhood Education: To nurture financial literacy from an early age, the CIIN published two introductory books simplified for children aged 4–10 and 11–16, making insurance concepts accessible and relatable.

 Youth & Tech Innovation: To foster innovation, the institute promoted youth participation through a specialized Hackathon, bringing together students, tech experts, and insurance practitioners to develop digital solutions for the sector.

 The Million-Youth Project: Ilori highlighted a landmark partnership with the National Insurance Commission (NAICOM) and the Federal Ministry of Youth Development. This digital learning initiative aims to train one million Nigerian youths in insurance and financial literacy, equipping them with the skills to pursue careers in insurance, entrepreneurship, and sound financial planning.

She also praised the strengthened collaboration among insurers, regulators, and professional bodies, noting that these collective efforts contributed to major industry reforms, including supporting the progress of the new insurance bill.

Beyond domestic policy reforms, the CIIN under her leadership expanded its reach to Nigerian insurance professionals in the diaspora, upgraded facilities at the College of Insurance, and enhanced career development through directors’ conferences, specialized training, and student internship opportunities.

Ilori emphasized that the successes of her tenure were the result of industry-wide teamwork rather than individual effort.

“As I leave office, my desire is for this stakeholder collaboration to continue,” she concluded. “It is not about any single individual; it is about the institution and the sustainable growth of the Nigerian insurance industry.”

The post How Yetunde Ilori Made Insurance Literacy a National Conversation appeared first on Business Today NG.

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