The Nigerian telecommunications sector has experienced substantial growth in a little over a decade. With over 114 million mobile subscriptions in 2013, Nigeria has become the largest telecommunications sector in Africa in terms of subscriber numbers and one of the fastest growing telecommunications markets in the world. A corollary to this remarkable growth has been persistent consumer dissatisfaction with the quality of telecommunications services offered with the four existing GSM mobile telecommunications operators fined a total of One billion One hundred and seventy million Naira for the poor quality of their services in 2012 alone. Some consumer groups contend that rather than pay fines to the government, errant companies should refund each subscriber a sum of money as compensation for the poor quality of services suffered by subscribers. The current leadership of the Nigerian Communications Commission (NCC) is of the view that the NCA 2003 does not permit NCC to refund or compensate subscribers. The view was recently expressed in a leading Nigerian Law journal that there is a large variety of avenues (namely recourse to the Utilities Charges Commission, the Public Complaints Commission and the Consumer Protection Council in addition to the NCC) for aggrieved consumers to obtain redress. This article argues that instead of having a plurality of avenues for redress, the primary and most effective remedy open to dissatisfied Nigerian telecommunications consumers lies with the sector regulator the NCC. It further argues that the possibilities of consumers successfully maintaining legal action either for negligence in tort or for breach of contract, with regards to poor services provision as an alternative to dispute resolution by the NCC is rather remote. It identifies a problem for consumers intending to sue for breaches of contract by their services provider in the sense that the High Court vested with jurisdiction to hear telecommunications matters lacks jurisdiction to entertain contractual matters, while the courts with contract subject matter jurisdiction lack jurisdiction to review NCC’s decisions. It further argues on the basis of statutory provisions, subsidiary legislation and the NCC’s previous practice that the NCC is sufficiently empowered to direct services providers to pay consumers compensation for poor quality of services provided. It among other things suggests recommendations both for the development of appropriate compensatory mechanism by the NCC and for the resolution of the jurisdiction conundrum with regards to suits for breach of telecommunications services contracts. A successful resolution of the problems impeding effective redress for consumers of Nigerian telecommunications services has implications beyond Nigeria as other developing African countries sometimes look up to Nigeria as a model to imitate.
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