The Nigerian Communications Commission has begun an independent validation process to verify claims by Mobile Network Operators that they have compensated more than 75 million subscribers affected by poor network quality across the country, Techeconomy can report.
The move follows a consumer protection directive issued by the Commission requiring operators to compensate subscribers in areas where prescribed Quality of Service (QoS) standards were not met.
At its 109th Board Meeting held on May 25, 2026, the NCC said it had reviewed the implementation of the directive and noted substantial progress, with operators reporting full compliance that resulted in compensation being offered to more than 75 million affected subscribers.
However, the Commission stressed that it was not relying solely on operators’ submissions and was continuing efforts to independently validate the claims to ensure that all eligible subscribers receive the compensation due to them.
“The Board further acknowledged ongoing efforts to independently validate operators’ claims and ensure all eligible subscribers receive compensation due to them while encouraging consumers to continue their engagement with the Commission,” the regulator said in a communiqué issued after the meeting and made available to Techeconomy.
The compensation initiative is one of the largest consumer redress exercises undertaken in Nigeria’s telecommunications sector and signals a more outcome-driven approach to regulation, linking service quality failures directly to consumer remedies.
Beyond subscriber compensation, the Board also reviewed compliance with a separate directive requiring Tower Companies (TowerCos) to reinvest regulatory fines into infrastructure upgrades aimed at improving network resilience and service delivery.
While noting progress, the Board observed that infrastructure providers had only partially complied with the requirement to fund escrow accounts with the full value of regulatory fines earmarked for reinvestment.
The NCC warned that full compliance remains critical to achieving sustainable improvements in network quality and infrastructure performance.
The Board’s review comes amid broader efforts by operators to improve service quality through infrastructure expansion.
According to the Commission, mobile operators have planned the deployment of more than 12,000 additional coverage and capacity sites, with over 5,000 already completed, representing more than 40 per cent implementation progress.
The Commission also disclosed that fibre connectivity has been extended to more than 700 sites, while infrastructure sharing companies have upgraded equipment across over 2,000 Base Transceiver Stations (BTS) to support network expansion and improve compliance with QoS obligations.
Industry observers say the NCC’s decision to independently verify compensation claims underscores its growing emphasis on accountability, transparency and measurable consumer outcomes in the telecommunications sector.
