The Nigerian Communications Commission has directed mobile network operators (MNOs) in Nigeria to compensate subscribers who experience poor network quality, marking a major shift toward consumer protection in the country’s telecommunications sector.
In a press release issued on March 29, the Commission stated that subscribers should not bear the burden of service failures where operators fall short of prescribed Quality of Service (QoS) standards.
Under the new directive, telecom operators will be required to provide compensation directly to affected users for breaches of key performance indicators (KPIs).
The NCC explained that compensation will primarily come in the form of airtime credits. These will be calculated based on subscribers’ average spending patterns and their location, particularly in areas where service disruptions occur.
According to the regulator, the move is part of a broader strategy to place consumers at the center of Nigeria’s telecommunications ecosystem. It noted that poor network quality has far-reaching consequences, including reduced productivity, disrupted commercial activities, and declining public confidence in digital services.
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“Subscribers should not be made to bear the full burden of service disruptions,” the Commission emphasized in a statement signed by Nnenna Ukoha, head of Public Affairs at the Commission, adding that erring operators must take responsibility for lapses in service delivery.
The directive also introduces stricter accountability measures, requiring operators to compensate users within specified timeframes whenever poor service is recorded.
In addition to targeting telecom operators, the NCC is extending oversight to tower companies responsible for critical infrastructure such as masts.
These companies are now mandated to reinvest fines imposed on them into infrastructure upgrades with measurable outcomes, alongside any additional penalties deemed necessary by the Commission.
The regulator noted that while fines have historically been used to deter poor service, the new approach adopts a more consumer-focused model aimed at strengthening accountability across the industry.
Furthermore, the NCC reaffirmed its commitment to enforcing continuous investment in network resilience, capacity expansion, and infrastructure upgrades to meet Nigeria’s growing demand for telecommunications services.
