The Nigerian Communications Commission (NCC) has issued a directive requiring Mobile Network Operators to compensate subscribers who experience poor network service in specific locations. Customers, affected by service disruptions that fall below the prescribed Quality of Service benchmarks, will receive compensation in the form of airtime credits. These credits will be calculated based on subscribers’ average spending patterns and their presence within affected Local Government Areas during the period of service failure.
The Commission, through the Head of Public Affairs Department Nneka Ukoha, stressed that this directive is rooted in its commitment to protecting consumers, noting that subscribers should not bear the full burden of inadequate service delivery. Operators found to have breached Quality of Service, Key Performance Indicators within defined timeframes will be held accountable and required to provide direct compensation. This marks a shift from relying solely on regulatory fines toward a system that delivers tangible relief to affected users.
The NCC further highlighted the broader impact of poor telecommunications services, emphasizing that network disruptions can significantly affect economic productivity, commercial activities, and social interactions. As telecommunications continues to play a critical role in enabling digital access and national development, the Commission says maintaining high service standards is essential to sustaining public confidence and supporting Nigeria’s digital ecosystem.
In addition to regulatory measures for network operators, the Commission has also mandated tower companies to reinvest fines into improving critical infrastructure, including network masts, with measurable outcomes. The NCC reaffirmed its commitment to enforcing transparency, strengthening service quality monitoring, and ensuring consistent investment in network resilience and capacity expansion, with the overall goal of delivering reliable telecommunications services and advancing Nigeria’s digital future.
