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By Correspondent.
In a decisive step to protect telecom consumers, the Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers who experience poor network services below approved standards across the country.
The Commission, in a statement signed by Nnenna Ukoha,Head, Public Affairs Department of the commission in Abuja and obtained by The Reporters on Sunday, stated that Nigerians should no longer bear the brunt of service failures caused by telecom operators, stressing that accountability must now extend directly to affected users.
Under the new directive, telecom operators that fail to meet established Quality of Service (QoS) Key Performance Indicators (KPIs) will be required to compensate customers for service disruptions within specified locations and timeframes.
The compensation will come in the form of airtime credits, calculated based on subscribers’ average usage and their presence in affected Local Government Areas.
The NCC explained that the move aligns with its consumer-centric regulatory framework, noting that telecommunications services are critical to Nigeria’s economic growth, social interaction, and access to digital opportunities.
It warned that poor service delivery undermines productivity, disrupts businesses, and erodes public confidence in the nation’s communications infrastructure.
Traditionally, the Commission relied on regulatory fines to deter poor performance.
However, it said the new policy represents a shift toward a more consumer-focused approach that ensures subscribers directly benefit when operators fall short of expectations.
In addition to targeting telecom service providers, the NCC has also extended its directive to tower companies responsible for critical infrastructure such as network masts.
These firms are now mandated to reinvest fines imposed on them into infrastructure upgrades with measurable improvements in service quality, alongside any additional penalties the Commission may impose.
The Commission reaffirmed its commitment to enforcing compliance, urging operators to intensify investments in network resilience, expand capacity, and upgrade infrastructure to meet the rising demand for telecom services in Nigeria.
It added that the policy would strengthen transparency, fairness, and accountability within the telecommunications sector, while ensuring that subscribers receive the quality of service they deserve.
The NCC maintained that the initiative is part of broader efforts to build a robust telecommunications ecosystem capable of driving Nigeria’s digital economy and sustaining long-term national development.
Edited by Dada Ahmed.
