Analysis of Telecommunications Service Accessibility for Persons with Disabilities in Abuja FCT

Accessible telecommunications services are essential for ensuring equitable participation of persons with disabilities in the digital economy, social communication, and government services. Despite global progress in accessibility mandates, the extent to which Nigerian telecommunications services meet the needs of users with visual, hearing, and motor impairments remains poorly documented. This study analyzes the accessibility of telecommunications services for persons with disabilities in Abuja, Federal Capital Territory. A qualitative and quantitative mixed-methods design was employed, combining in-depth interviews with thirty-two persons with various disabilities and usability assessments of mobile service applications, customer service interfaces, and self-service kiosks operated by MTN, Airtel, Glo, and 9mobile. Accessibility was assessed against the Web Content Accessibility Guidelines and ITU guidelines for accessible ICT. Results indicate that all four operators' primary mobile applications failed to achieve WCAG 2.1 Level AA compliance, with deficiencies most pronounced in screen reader compatibility and text scaling functionality for visually impaired users. Customer service call centers lacked relay services for hearing-impaired callers. Physical self-service kiosks had no tactile guidance features. None of the operators offered dedicated customer support personnel trained in disability communication needs. Recommendations include mandatory accessibility audits as a condition of NCC license renewal, NCC-promulgated accessible telecommunications regulations, and a two-year industry compliance timeline with monitored milestones. Keywords: telecommunications accessibility, disability, Abuja, inclusive services, NCC regulation.