The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers for poor network service quality, in a move aimed at strengthening consumer protection in Nigeria’s telecommunications sector.
In a statement issued by Nnenna Ukoha, Head of Public Affairs at the Commission, the NCC explained that subscribers should not bear the full burden of service disruptions where operators fail to meet prescribed Quality of Service (QoS) standards. She noted that the directive is part of the Commission’s broader effort to place consumers at the centre of the telecom ecosystem.
According to the NCC, affected users will receive direct compensation from erring operators for breaches of QoS Key Performance Indicators (KPIs). The compensation will be in the form of airtime credits, calculated based on subscribers’ average usage patterns and their presence in specific Local Government Areas where service failures occur.
The Commission emphasized that telecommunications services are vital to economic activity, social interaction, and access to digital opportunities, warning that poor service quality undermines productivity, commercial activities, and public confidence in the system.
While regulatory fines have traditionally been used as a deterrent, the NCC said the new approach is more consumer-focused, ensuring accountability within the industry and providing direct relief to affected subscribers.
In addition, the Commission directed Tower Companies responsible for critical infrastructure to reinvest fines into improving telecom facilities such as masts and network equipment, to enhance service delivery outcomes.
The NCC reaffirmed its commitment to enforcing compliance and encouraging continued investment in network resilience, capacity expansion, and infrastructure upgrades to meet Nigeria’s growing telecommunications needs.
