NCC orders telecom operators to compensate subscribers for poor network service

The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers who experience substandard network services in locations where operators fail to meet prescribed Quality of Service (QoS) benchmarks.

The Commission stated that consumers should not bear the consequences of service disruptions resulting from operators’ inability to meet established performance standards.

Under the new directive, telecom operators found wanting in meeting QoS Key Performance Indicators (KPIs) will be required to provide direct compensation to affected subscribers.

According to the Commission, compensation will apply to instances of poor service quality recorded within specified time frames and locations.

The affected subscribers will receive airtime credits, calculated based on their average spending patterns and their presence in Local Government Areas (LGAs) where service deficiencies are identified.

The NCC explained that the directive aligns with its consumer-centric regulatory philosophy, which places subscribers at the heart of Nigeria’s telecommunications ecosystem.

It noted that telecommunications services now play a critical role in economic activities, social interactions, and access to digital opportunities, making reliable service delivery essential.

The Commission emphasized that poor network quality has far-reaching implications, including disruptions to business operations, reduced productivity, and diminished public confidence in the country’s communications infrastructure.

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While regulatory fines have traditionally been imposed as a deterrent against poor service delivery, the NCC said it is shifting toward a more consumer-focused approach that enhances accountability within the industry and provides direct relief to subscribers.

The new measure is designed to complement existing mechanisms for monitoring service quality and enforcing compliance with performance standards across the sector.

In addition to directing MNOs to compensate subscribers, the Commission has also mandated Tower Companies — which own and manage critical telecommunications infrastructure such as masts — to reinvest funds generated from regulatory fines into infrastructure improvements with measurable outcomes.

The NCC indicated that such investments are expected to strengthen network performance and enhance service delivery nationwide.

The Commission reiterated its commitment to ensuring that operators continuously invest in network resilience, capacity expansion, and infrastructure upgrades to meet the growing demand for telecommunications services.

It assured subscribers that it will continue deploying regulatory tools that promote fairness, transparency, and accountability in the telecoms sector, with the ultimate goal of guaranteeing quality service for all users while sustaining an industry capable of powering Nigeria’s digital future.