NCC orders telecom operators to compensate subscribers for poor service

The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers who experience poor network quality in areas where service falls below prescribed standards.

In a statement issued on March 29 and signed by the Head of Public Affairs, Nnena Ukoha, the Commission said the directive requires operators to provide compensation in the form of airtime credits to affected users.

The NCC said subscribers should not bear the full burden of service deficiencies when operators fail to meet established Quality of Service (QoS) benchmarks.

Under the new measure, compensation will be calculated based on subscribers’ average spending patterns and their presence in specific Local Government Areas (LGAs) where service failures are recorded within defined periods.

“Erring operators will compensate affected users directly for breaches of Quality of Service Key Performance Indicators,” the Commission said.

The regulator noted that the policy marks a shift from a system where penalties were primarily imposed as fines on operators, to a more consumer-focused framework that ensures users receive direct relief.

Telecommunications services play a critical role in Nigeria’s economy, supporting commercial activities, social interaction, and access to digital services. The NCC said poor service quality has far-reaching consequences for productivity and public confidence in the communications system.

The Commission added that the directive complements ongoing efforts to strengthen service quality monitoring and enforce performance standards across the industry.

In addition to targeting service providers, the NCC also directed tower companies responsible for telecom infrastructure, such as masts, to reinvest fines into network improvements with measurable outcomes.

The regulator said it would continue to enforce obligations on operators to invest in network resilience, expand capacity, and upgrade infrastructure to meet growing demand.

It added that the new framework is designed to promote fairness, transparency, and accountability, while ensuring that subscribers receive the level of service expected in a modern telecommunications ecosystem.