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Dada Ahmed,Editor,The Reporters.
(C) NCC.
In a landmark move aimed at strengthening consumer protection and accountability in Nigeria’s telecom sector, the Nigerian Communications Commission (NCC) has unveiled clear eligibility criteria for compensating subscribers who suffer poor service from network providers.
The Reporters gathered that the directive affects major operators, including MTN Nigeria, Airtel Nigeria and Globacom, among others, marking a significant shift towards enforcing quality standards in the industry.
Our correspondent recalled that the Commission had earlier mandated telecom service providers to compensate users for service failures, stressing that subscribers should not be left to bear the financial and operational losses caused by substandard network performance.
Under the newly released guidelines, subscribers become eligible for compensation if they experience poor network service within a designated Local Government Area and carry out at least one revenue-generating activity,such as making a billed call, sending an SMS, or using data,during the affected period.
In a consumer-friendly provision, the NCC clarified that compensation will be automatic.
Eligible subscribers will not be required to submit complaints or applications, as operators are mandated to identify affected users and credit them directly.
The framework covers both individual and corporate subscribers, reinforcing the Commission’s commitment to fairness across all categories of telecom consumers.
However, the regulator noted that not all service disruptions will qualify for compensation.
It said that only failures that fall below the benchmarks established in its Quality of Service Regulations will be considered.
According to NCC,brief or isolated interruptions that are quickly resolved may not meet the threshold for compensation.
Industry observers say the initiative could significantly improve service delivery, as operators face increasing pressure to maintain network quality or risk financial penalties.
They noted with this move, the NCC is sending a strong message that poor service will no longer go unchecked, and that Nigerian telecom subscribers now have a safety net against network inefficiencies.
