NCC Orders Telcos to Compensate Subscribers Over Poor Network Service

The Nigerian Communications Commission (NCC) has directed major Mobile Network Operators, including MTN, Airtel, and Glo, to compensate subscribers experiencing substandard network service in areas where quality benchmarks are not met.

The commission in a statement on Sunday signed by the Head of Public Affairs Department, Nnenna Ukoha, disclosed that the commission’s position was that subscribers should not be made to bear the full burden of service disruptions where operators fail to meet prescribed standards of service delivery.

According to her, under this directive, erring operators will compensate affected users directly for breaches of Quality of Service (QoS) Key Performance Indicators (KPIs).

She said, “Mobile Network Operators  shall be required to pay these compensations for instances of poor quality of service recorded within specified time frames.

“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 directive is rooted in the Commission’s broader regulatory philosophy that places the consumer at the centre of Nigeria’s telecommunications ecosystem.

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 has designed this measure to complement existing and ongoing efforts to strengthen service quality monitoring and enforce performance standards.”

Further to this directive by the Commission to MNOs on compensation to consumers, the Commission said it was also mandating tower companies who own the critical infrastructure for Quality of Service delivery, such as masts, to invest in infrastructure with measurable outcomes using sums that it has fined these companies, in addition to other financial fines the Commission will deem appropriate.

The commission said it 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”, she said.