The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers who experience poor quality of service, in a major consumer-focused regulatory move aimed at improving accountability in the telecommunications sector.
In a statement issued on Sunday by the Head of Public Affairs, Nnenna Ukoha, the Commission said subscribers should no longer bear the full burden of service disruptions when operators fail to meet established performance standards.
Under the new directive, telecom operators found to have breached Quality of Service (QoS) Key Performance Indicators (KPIs) will be required to compensate affected customers directly.
The compensation, which will be issued in the form of airtime credits, will be calculated based on users’ average spending and their location within affected Local Government Areas.
The NCC noted that compensation will apply to instances of poor service recorded within specified time frames, signalling a shift from traditional enforcement methods to a more consumer-centric approach.
“The Commission’s position is that subscribers should not be made to bear the full burden of service disruptions where operators fail to meet prescribed standards,” the statement said.
The move, according to the Commission, aligns with its broader regulatory philosophy of placing consumers at the heart of Nigeria’s telecommunications ecosystem.
It emphasised that telecom services are critical to economic activities, social interaction, and access to digital opportunities, adding that poor service quality negatively impacts productivity, commerce, and public confidence.
While regulatory fines have historically been used to sanction erring operators, the NCC said the new framework introduces a more direct form of accountability by ensuring that affected subscribers receive compensation.
In addition to targeting telecom operators, the Commission also mandated tower companies—owners of critical infrastructure such as masts, to reinvest fines imposed on them in improving network infrastructure.
This, it said, would ensure measurable improvements in service delivery.
The NCC reaffirmed its commitment to strengthening service quality monitoring, enforcing performance standards, and ensuring sustained investment in network resilience and capacity expansion across the industry.
It added that the initiative is part of ongoing efforts to promote fairness, transparency, and accountability in the sector, while ensuring that Nigeria’s telecommunications industry remains robust enough to support the country’s growing digital economy.