The Nigerian Communications Commission, NCC has directed Mobile Network Operators, MNOs to compensate subscribers experiencing poor network service, as part of efforts to strengthen consumer protection in Nigeria’s telecommunications sector.
Under the new directive, telecom operators will be required to provide compensation to affected users in areas where network quality falls below the Commission’s prescribed standards. The move targets breaches of Quality of Service (QoS) Key Performance Indicators (KPIs) within specific locations and timeframes.
According to the NCC, compensation will be issued 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 Commission emphasised that consumers should not bear the full burden of service disruptions resulting from operators’ failure to meet required standards.
The directive reflects the NCC’s broader regulatory approach, which places consumers at the centre of Nigeria’s telecommunications ecosystem. The Commission noted that poor service quality affects not only communication but also economic activities, productivity, and public confidence in digital systems.
While fines have traditionally been used to deter poor service delivery, the NCC said the new measure introduces a more consumer-focused approach by ensuring that subscribers directly benefit from regulatory actions.
In addition to directing compensation, the Commission also mandated tower companies responsible for telecom infrastructure, such as masts, to reinvest fines imposed on them into infrastructure upgrades with measurable outcomes.
The NCC further reiterated its commitment to enforcing compliance across the industry, urging operators to invest in network resilience, capacity expansion, and service quality improvements to meet growing demand.
It assured that it will continue to deploy regulatory tools aimed at promoting fairness, transparency, and accountability, while ensuring that Nigerians receive the quality of service expected in a modern digital economy.
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