By Nkechi Eze
The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) across the country to compensate subscribers who experience poor network service that falls below the Commission’s prescribed quality standards.
The directive was disclosed in a statement signed by the Head of Public Affairs Department of the NCC, Nnenna Ukoha, who explained that the Commission’s position is that subscribers should not bear the full burden of service disruptions where operators fail to meet established service delivery benchmarks.
According to the Commission, telecommunications operators that breach Quality of Service (QoS) Key Performance Indicators (KPIs) will be required to compensate affected subscribers directly in areas where network performance falls below specified targets.
The NCC stated that compensation will apply to instances of poor network quality recorded within defined timeframes and locations, adding that the directive is aimed at strengthening accountability within the telecommunications industry while protecting consumers.
Under the framework, Mobile Network Operators will provide compensation in the form of airtime credits to affected subscribers. The value of the credits will be determined based on the subscribers’ average spending patterns and their presence within the Local Government Areas where the service failures occur.
The Commission noted that the new directive is rooted in its broader regulatory philosophy that places the consumer at the centre of Nigeria’s telecommunications ecosystem.
It emphasized that telecommunications services now underpin critical areas of national life, including economic activity, social interaction and access to digital opportunities, warning that poor service quality can negatively affect productivity, business activities and public confidence in the country’s communications system.
While regulatory fines have traditionally served as a deterrent against poor service delivery, the NCC said it is adopting a more consumer-focused approach that ensures subscribers receive direct benefits when operators fail to meet required service standards.
The Commission explained that the compensation directive will complement its ongoing efforts to strengthen service quality monitoring and enforce performance standards across the industry.
Beyond the mobile network operators, the Commission also directed tower companies that own critical telecommunications infrastructure such as masts to invest more in network infrastructure using funds generated from regulatory fines imposed on them.
According to the NCC, these investments must deliver measurable improvements in network performance and service reliability.
The Commission further reaffirmed its commitment to enforcing the obligation of telecommunications operators to consistently invest in network resilience, capacity expansion and infrastructure upgrades in order to meet the growing demand for telecommunications services across the country.
It stressed that it will continue to deploy regulatory tools that promote fairness, transparency and accountability within the sector, while ensuring that every subscriber receives the quality of service they deserve and that the telecommunications industry remains capable of powering Nigeria’s digital future.
