The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers who experience poor network quality below specified service standards in certain locations.
According to a statement by Nnenna Ukoha, Head, Public Affairs Department
subscribers should not bear the full burden of service disruptions when operators fail to meet prescribed Quality of Service (QoS) benchmarks.
Under the directive, telecom operators that fall short of these standards will be required to compensate affected users directly for breaches of QoS Key Performance Indicators (KPIs).
The compensation will be issued in the form of airtime credits, calculated based on subscribers’ average usage and their presence within Local Government Areas where service failures are recorded within specific time frames.
The NCC stated that the directive aligns with its consumer centric regulatory approach, emphasizing that telecommunications services are critical to economic activities, social interactions, and access to digital opportunities. Poor service delivery, the Commission noted, can negatively impact productivity, business operations, and public confidence in the communications system.
While regulatory fines have traditionally been used to deter poor service delivery, the Commission said the new measure introduces a more consumer focused mechanism aimed at strengthening accountability across the industry.
The Commission has also extended its directive to Tower Companies responsible for critical infrastructure such as telecom masts.
These firms are now required to reinvest fines imposed on them into infrastructure improvements with measurable outcomes, alongside any additional penalties deemed appropriate by the Commission.
The NCC reaffirmed its commitment to ensuring that operators invest consistently in network resilience, capacity expansion, and infrastructure upgrades to meet growing demand.
It also pledged to continue deploying regulatory measures that promote fairness, transparency, and accountability, ensuring that subscribers receive the quality of service expected while supporting the growth of Nigeria’s digital economy.