The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers whose network quality of service falls below specified targets in particular locations.
The Head of the Public Affairs Department at the NCC, Nnenna Ukoha, disclosed this in a statement on Sunday in Abuja.
Ukoha said the commission believes subscribers should not bear the full burden of service disruptions when operators fail to meet prescribed standards of service delivery.
According to her, under the new directive, erring operators will directly compensate affected users for breaches of Quality of Service (QoS) Key Performance Indicators (KPIs).
“Mobile Network Operators (MNOs) 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,” she said.
Ukoha noted that telecommunications services today underpin 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,” she added.
She explained that 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.
Ukoha said the measure is designed to complement existing and ongoing efforts to strengthen service quality monitoring and enforce performance standards.
In addition to the directive on compensation to consumers, the NCC is also mandating tower companies, which own the critical infrastructure for quality of service delivery.
She stated that the commission 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.
“It will deploy regulatory tools that promote fairness, transparency, and accountability across the sector. This is to ensure that every subscriber receives the quality of service they deserve while sustaining a telecommunications industry capable of powering Nigeria’s digital future,” she said.
