By Gabriel Ameh
📍Abuja | Media Report
The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers experiencing poor network service across the country.
According to the Commission, telecom operators will now be required to provide direct compensation to customers whenever their quality of service falls below the prescribed standards in specific locations.
The compensation, which will be issued in the form of airtime credits, will be calculated based on subscribers’ average spending patterns and their presence within affected Local Government Areas during service disruptions.
The NCC emphasized that consumers should not bear the burden of poor service delivery, especially when operators fail to meet established Quality of Service (QoS) Key Performance Indicators (KPIs).
This move signals a shift from traditional regulatory fines to a more consumer-focused approach aimed at improving accountability in Nigeria’s telecommunications sector.
The Commission noted that reliable telecommunications services are critical to economic activities, social interactions, and access to digital opportunities. Poor network performance, it said, negatively impacts productivity, business operations, and public trust in communication systems.
In addition to holding telecom operators accountable, the NCC also directed tower companies responsible for key infrastructure such as telecom masts to reinvest fines imposed on them into improving network infrastructure with measurable outcomes.
The Commission reaffirmed its commitment to enforcing service quality standards while ensuring operators invest in network resilience, capacity expansion, and infrastructure upgrades to meet growing demand.
The directive, signed by Nnenna Ukoha, Head of Public Affairs Department, underscores the NCC’s resolve to promote fairness, transparency, and improved service delivery across Nigeria’s telecom industry.
