NCC orders telecom operators to compensate subscribers for network failures

The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers affected by network service disruptions, introducing a consumer-focused regulatory approach that prioritises direct restitution over the traditional imposition of fines.

In a statement issued on Sunday by the Commission’s Head of Public Affairs, Nnenna Ukoha, the NCC said the directive applies to operators whose network performance falls below the prescribed Quality of Service (QoS) standards in specific locations.

Under the new framework, subscribers impacted by qualifying service failures will receive airtime credits as compensation. The amount payable will be determined based on each customer’s average spending pattern and their presence within areas affected by the network disruption.

According to the Commission, the policy is intended to ensure that consumers are not left to bear the consequences of poor service delivery when operators fail to meet established performance benchmarks.

“The Commission’s position is that subscribers should not bear the full burden of service disruptions where operators fail to meet prescribed standards,” Ukoha said.

She noted that the directive forms part of broader regulatory efforts to strengthen consumer protection while promoting greater accountability across Nigeria’s telecommunications industry.

The NCC observed that poor network quality has significant economic and social implications, disrupting business operations, reducing productivity and eroding public confidence in communications services.

As part of measures to improve network reliability, the Commission also directed tower infrastructure companies responsible for telecommunications masts and related facilities to invest in infrastructure upgrades aimed at enhancing service quality.

The regulator added that revenue generated from regulatory fines would be channelled into initiatives to strengthen network resilience, expand capacity and support infrastructure improvements to meet the country’s growing demand for telecommunications services.

The Commission said the new compensation regime reflects its commitment to fairness, transparency and improved service delivery, while ensuring subscribers receive more reliable and consistent telecommunications services nationwide.