The Nigerian Communications Commission (NCC) has taken a new approach to tackling poor telecom services, ordering mobile network operators (MNOs) to directly compensate subscribers affected by service disruptions.
Under the new directive, compensation will be triggered when network performance falls short of Quality of Service (QoS) standards, with affected users receiving airtime credits. The amount will be calculated based on subscribers’ average spending and the locations where service lapses occurred.
In a statement on Sunday, Nnenna Ukoha, Head of Public Affairs at the NCC, said the policy ensures that consumers do not shoulder the full impact of network failures. “Subscribers should not bear the full burden of service disruptions where operators fail to meet prescribed standards,” she noted.
The commission highlighted that the move is part of broader efforts to prioritize consumer protection and strengthen accountability within the telecom sector. Poor service delivery, the NCC explained, can have significant consequences, from hampering productivity and business operations to eroding public confidence in communications infrastructure.
In addition, tower companies responsible for key infrastructure, such as masts, will be required to invest in upgrades to improve service reliability. Funds collected from regulatory fines will also be reinvested to enhance network resilience and expand capacity to meet growing demand.
The NCC said the directive reflects its commitment to fairness, transparency, and consistent service, ensuring subscribers nationwide receive the reliable telecom experience they expect.
