NCC Directs Telecom Operators to Compensate Subscribers for Poor Network Service

NCC Directs 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 network service below established quality benchmarks in specific locations.

According to the Commission, subscribers should not bear the full burden of service disruptions where operators fail to meet prescribed Quality of Service (QoS) standards. Under the directive, telecom operators found in breach of QoS Key Performance Indicators (KPIs) will be required to compensate affected users directly.

Compensation will be provided in the form of airtime credits, calculated based on subscribers’ average usage and their presence in affected Local Government Areas during the period of service failure.

The NCC noted that this directive reflects its consumer-centric regulatory approach, emphasizing that telecommunications services are critical to economic activities, social interaction, and access to digital opportunities. Poor service quality, the Commission stressed, negatively impacts productivity, business operations, and public confidence in the communications sector.

While regulatory fines have traditionally served as a deterrent, the Commission stated that this new measure is designed to strengthen accountability by placing greater focus on consumer redress.

In addition, the NCC has mandated Tower Companies—responsible for key infrastructure such as telecom masts—to reinvest fines imposed on them into infrastructure improvements with measurable outcomes. The Commission may also impose further financial penalties where necessary.

The Commission reaffirmed its commitment to ensuring that operators invest in network resilience, capacity expansion, and infrastructure upgrades to meet rising demand. It also pledged to continue deploying regulatory measures that promote fairness, transparency, and accountability across the telecommunications sector.