NCC Orders Telecom Firms to Compensate Subscribers for Poor Service
The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers who experience poor network service below approved standards in specific locations.
In a statement signed by the Head of Public Affairs, Nnenna Ukoha, the Commission said the directive ensures that telecom users are not left to bear the consequences of service disruptions caused by operators’ failure to meet Quality of Service (QoS) benchmarks.
According to the NCC, affected subscribers will receive compensation directly from erring operators for breaches of key performance indicators (KPIs). The compensation will come in the form of airtime credits, calculated based on users’ average spending patterns and their presence in Local Government Areas where network failures occur.
The Commission emphasized that the move reflects its consumer-focused regulatory approach, aimed at strengthening accountability in Nigeria’s telecommunications sector. It noted that poor service quality has far-reaching implications, including reduced productivity, disrupted commercial activities, and diminished public confidence in communication systems.
While regulatory fines have historically been used to sanction telecom operators, the NCC said the new directive shifts focus toward direct consumer benefit, ensuring that subscribers receive tangible relief when service standards are not met.
In addition, the Commission mandated tower companies responsible for telecom infrastructure, such as masts, to reinvest fines imposed on them into improving network infrastructure with measurable outcomes.
The NCC reaffirmed its commitment to enforcing service standards and urged operators to prioritize investment in network resilience, capacity expansion, and infrastructure upgrades to meet increasing demand.
It added that the initiative forms part of broader efforts to promote fairness, transparency, and improved service delivery across Nigeria’s telecommunications industry while supporting the country’s digital economy growth.
