NCC orders telecom operators to compensate subscribers with airtime for poor network service

The Nigerian Communications Commission (NCC) has directed telecommunications operators to compensate subscribers affected by poor network quality with airtime credits under a strengthened regulatory enforcement framework aimed at improving service delivery across the country.

The directive forms part of the commission’s renewed efforts to protect consumers and hold operators accountable for persistent lapses in network performance.

Executive Vice Chairman of the NCC, Dr. Aminu Maida, disclosed this during a media breakfast meeting on Thursday, saying the compensation mechanism would be enforced where operators fail to meet the commission’s prescribed Quality of Service (QoS) standards.

According to Maida, the compensation is not a refund from the regulator but a mandatory obligation imposed on service providers for failing to deliver acceptable service levels.

“It is not a refund from the regulator but a compliance obligation placed on service providers,” he said, stressing that operators must take full responsibility for service failures.

He explained that the NCC has upgraded its monitoring systems to assess network performance at the local government level, enabling the commission to identify specific locations and time periods where subscribers experience poor service.

The enhanced monitoring framework, he said, allows the regulator to move beyond general consumer complaints by relying on measurable, location-specific performance data to determine compliance with service quality standards.

Maida disclosed that the initial compensation exercise covers verified service failures recorded between November 2025 and January 2026 across multiple telecommunications networks.

Eligible subscribers, he said, will receive airtime credits directly into their accounts, accompanied by notifications explaining the reason for the compensation and the value of the credit.

According to him, the notifications are designed to improve transparency and ensure consumers understand why compensation has been credited to their accounts.

The NCC boss added that the commission has significantly strengthened its real-time monitoring capabilities, allowing it to track service quality more accurately and enforce compliance more effectively.

Industry analysts say the move marks a shift toward outcome-based regulation, where operators face direct consumer compensation for service deficiencies rather than relying solely on regulatory sanctions.

They note that if effectively implemented, the framework could encourage telecom operators to invest more aggressively in network expansion and maintenance while improving customer confidence and accountability in the sector.