The Nigerian Communications Commission (NCC) has directed Mobile Network Operators to compensate subscribers who experience poor network service in designated areas, in a new consumer protection policy aimed at improving service delivery.
Under the directive, customers affected by service disruptions that fall below approved Quality of Service benchmarks will receive airtime credits. The compensation will be based on subscribers’ average usage patterns and their location within affected Local Government Areas during periods of service failure.
The Head of Public Affairs, Nneka Ukoha, said the measure reflects the Commission’s commitment to ensuring that consumers are not left to bear the consequences of poor service delivery by operators.
She explained that telecom companies that fail to meet established Key Performance Indicators within specified timeframes will be held accountable and required to provide direct compensation to affected users, marking a shift from regulatory fines to more direct consumer redress.
The NCC also noted that poor network performance has wider economic and social consequences, including disruptions to business activities, reduced productivity, and hindered communication across communities.
It added that maintaining strong service standards is critical to sustaining confidence in Nigeria’s digital economy and supporting national development goals.
In addition, the Commission said tower companies will be required to reinvest fines into upgrading critical infrastructure, including network masts, to strengthen coverage and improve service quality.
The NCC reaffirmed its commitment to stricter monitoring, improved transparency, and sustained investment in network resilience to ensure better and more reliable telecommunications services nationwide.
