The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers who experience poor network service below approved standards in specific locations.
In a statement issued by the Head of Public Affairs, Nnenna Ukoha, the commission emphasised that consumers should not bear the burden of service failures when operators fall short of expected quality benchmarks.
According to the NCC, telecom providers that breach service standards will be required to compensate affected users within defined timeframes.
“Under this directive, erring operators will compensate affected users directly for breaches of Quality of Service (QoS) Key Performance Indicators (KPls). Mobile Network Operators (MNOs) shall be required to pay these compensations for instances of poor quality of service recorded within specified time frames.
“The compensation will be provided 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 statement read.
The commission explained that the move aligns with its consumer-first regulatory approach, placing subscribers at the centre of Nigeria’s telecommunications ecosystem.
It noted that telecom services are critical to economic activities, communication, and access to digital opportunities, adding that poor service delivery can negatively impact productivity and public confidence.
“When service quality is poor, the consequences affect productivity, commercial activities, and even public confidence in our communications system.
“While regulatory fines have traditionally served as a deterrent against poor service delivery, the Commission is adopting a more consumer-focused approach that strengthens accountability within the industry,” the NCC stated.
As part of enforcement measures, the NCC disclosed that the directive will also extend to infrastructure providers, including tower companies responsible for network facilities such as masts.
The commission said these companies would be required to reinvest funds, including fines imposed by the regulator, into improving infrastructure and service quality.
It added that the initiative complements ongoing efforts to strengthen monitoring systems and ensure compliance with performance standards across the sector.
The NCC reaffirmed its commitment to ensuring operators invest in network resilience, expand capacity, and upgrade infrastructure to meet growing demand, while promoting fairness, transparency, and accountability in Nigeria’s telecom industry.
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