News Highlights:
- The NCC has directed Mobile Network Operators to compensate subscribers with airtime credits when Quality of Service (QoS) falls below prescribed standards in specific locations and time frames.
- The directive shifts regulatory focus from punitive fines to consumer-centered remedies, requiring operators, and in some cases tower infrastructure companies, to invest in network improvements.
The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers who experience poor network quality in designated locations, in a move aimed at strengthening consumer protection and accountability in Nigeria’s telecommunications sector.
The Commission said subscribers should not be made to bear the full burden of service disruptions where operators fail to meet prescribed standards of service delivery.
Under the directive, operators that fall short of Quality of Service (QoS) Key Performance Indicators (KPIs) will be required to compensate affected users directly.
According to the NCC, the compensations will apply to instances of poor service recorded within specified time frames and will be issued in the form of airtime credits.
These credits will be calculated based on subscribers’ average spending patterns and their presence within Local Government Areas where service failures occur.
The move reflects the Commission’s broader regulatory philosophy, which places consumers at the centre of Nigeria’s telecommunications ecosystem.
“Telecommunications services underpin economic activity, social interaction, and access to digital opportunities, and poor service quality can negatively impact productivity, commercial operations, and public confidence in the communications system,” the NCC said.
While regulatory fines have traditionally been used to deter poor service delivery, the NCC said it is adopting a more consumer-focused approach that ensures subscribers directly benefit when operators fail to meet required standards.
Digital TimesNG understands that the new directive is also designed to complement ongoing efforts to enhance service quality monitoring and enforce compliance with performance benchmarks.
In addition to directing telecom operators to compensate consumers, the Commission has also mandated tower companies, owners of critical infrastructure such as telecom masts, to reinvest funds derived from regulatory fines into infrastructure improvements with measurable outcomes.
The NCC noted that this will be in addition to other financial penalties it may impose where necessary.
The Commission reiterated its commitment to ensuring that operators invest consistently in network resilience, capacity expansion, and infrastructure upgrades to meet rising demand for telecommunications services.
It added that it will continue to deploy regulatory tools that promote fairness, transparency, and accountability across the sector.
The NCC said the measures are aimed at ensuring that every subscriber receives the quality of service they deserve, while sustaining a telecommunications industry capable of supporting Nigeria’s growing digital economy.