The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers who experience poor network service below approved quality standards in specific locations.
Newsonspot reports that in a statement issued by the Commission’s Head of Public Affairs, Nnenna Ukoha, the NCC emphasized that consumers should not bear the burden of service failures caused by operators’ inability to meet required performance levels.
According to the Commission, any breach of Quality of Service (QoS) Key Performance Indicators (KPIs) within defined timeframes will now attract direct compensation to affected users.
Under the directive, subscribers impacted by poor network performance will receive compensation in the form of airtime credits. These credits will be calculated based on users’ average spending patterns and their presence in Local Government Areas where service disruptions occur.
The NCC explained that this move aligns with its broader regulatory approach, which places consumers at the centre of Nigeria’s telecommunications ecosystem. The Commission noted that telecommunications services play a critical role in economic activities, social interactions, and access to digital opportunities.
Highlighting the impact of poor service, the NCC stated that disruptions can negatively affect productivity, business operations, and public confidence in the communications sector. While regulatory fines have previously been used to penalize erring operators, the Commission said this new approach focuses more directly on protecting consumers and ensuring accountability.
The directive also extends to Tower Companies, which provide essential infrastructure such as telecom masts. The NCC has mandated these companies to reinvest fines imposed on them into infrastructure improvements with measurable outcomes, aimed at enhancing overall service quality.
Furthermore, the Commission reaffirmed its commitment to ensuring that operators continuously invest in network resilience, capacity expansion, and infrastructure upgrades to meet Nigeria’s growing demand for telecommunications services.
Moving forward, the NCC stated it will continue to deploy regulatory measures that promote fairness, transparency, and accountability across the sector—ensuring that every subscriber receives the quality of service they deserve while supporting the growth of a robust digital economy.
