The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers who experience substandard network quality in specific locations. The Commission emphasized that consumers should not bear the full impact of service disruptions where operators fail to meet established performance benchmarks.
Under the new directive, telecom operators found to have breached Quality of Service (QoS) Key Performance Indicators (KPIs) will be required to compensate affected customers directly. These compensations will apply to instances of poor service recorded within defined timeframes.
According to the Commission, compensation will be issued in the form of airtime credits. These credits will be calculated based on subscribers’ average usage patterns and their presence within Local Government Areas where service deficiencies are identified.
The NCC noted that this directive aligns with its consumer-centric regulatory approach, which places subscribers at the heart of Nigeria’s telecommunications ecosystem. Given the critical role telecom services play in driving economic activities, enabling social interactions, and supporting digital access, poor service delivery has far-reaching implications for productivity, commerce, and public trust.
While regulatory penalties have traditionally been used to deter non-compliance, the Commission stated that this new measure introduces a more consumer-focused framework that enhances accountability across the industry.
The initiative is designed to complement existing mechanisms for monitoring service quality and enforcing performance standards.
In addition, the Commission has extended its directive to Tower Companies responsible for critical telecom infrastructure, such as masts. These companies are now required to reinvest funds—derived from regulatory fines—into infrastructure development with measurable service improvement outcomes, alongside any additional penalties imposed.
The NCC reaffirmed its commitment to ensuring that operators continuously invest in network resilience, capacity expansion, and infrastructure upgrades to meet rising demand. It also pledged to deploy regulatory measures that promote fairness, transparency, and accountability, ensuring that all subscribers receive the quality of service they deserve while supporting the growth of a robust telecommunications sector capable of driving Nigeria’s digital future.
