The Nigerian Communications Commission (NCC) has instructed Mobile Network Operators (MNOs) to compensate subscribers who experience substandard network services in specific locations.
The directive, announced in a statement on Sunday, is aimed at ensuring that telecom users are not left to bear the impact of service failures when operators fall short of required performance standards.
According to the Commission, telecom operators found to have breached established Quality of Service (QoS) benchmarks will be required to compensate affected customers directly. The penalties will apply to cases where poor service quality is recorded within defined time periods and locations.
“The compensation will be provided in the form of airtime credits, calculated based on subscribers’ average spending patterns and their presence within Local Government Areas where service failures occur”, the statement said.
The NCC noted that the policy reflects its broader commitment to prioritising consumers within Nigeria’s telecommunications sector, while also strengthening accountability among service providers.
“Telecommunications services today underpins economic activity, social interaction, and access to digital opportunities. When service quality is poor, the consequences affect productivity, commercial activities, and even public confidence in our communications system.
“While regulatory fines have traditionally served as a deterrent against poor service delivery, the Commission is adopting a more consumer-focused approach that strengthens accountability within the industry”.
The Commission further explained that the initiative is designed to support ongoing measures aimed at improving service monitoring and enforcing compliance with performance standards across the industry.
In addition, the NCC disclosed that tower companies responsible for telecom infrastructure, such as masts, have also been directed to reinvest fines imposed on them into upgrading infrastructure. This, it said, would help improve overall service quality and ensure measurable outcomes.
“The Commission will continue to reinforce the obligation of operators to invest consistently in network resilience, capacity expansion, and infrastructure upgrades to meet the growing demand for telecommunications services.
“At the same time, it will deploy regulatory tools that promote fairness, transparency, and accountability across the sector, ensuring that every subscriber receives the quality of service they deserve while sustaining a telecommunications industry capable of powering Nigeria’s digital future”, the statement added.
ChannelsTv
