The Nigerian Communications Commission has directed mobile network operators in Nigeria to compensate subscribers who experience poor network service in areas where operators fail to meet required quality standards.
According to a statement signed by the Commission’s Head of Public Affairs, Nnenna Ukoha, the directive requires telecom operators to provide direct compensation to affected subscribers for breaches in Quality-of-Service Key Performance Indicators.
The Commission said the compensation will come in the form of airtime credits, calculated based on the average spending patterns of subscribers and their presence in Local Government Areas where service failures are recorded within specified periods.
The NCC stated that the move is part of its commitment to protecting telecom consumers and ensuring that subscribers do not bear the burden of poor service delivery caused by operators.
According to the Commission, telecommunications services are central to economic activities, social interaction, and access to digital opportunities, and poor network quality negatively affects productivity, commercial operations, and public confidence in the communication system.
The Commission noted that while fines have traditionally been used to deter poor service delivery, the new directive introduces a consumer-centred approach aimed at increasing accountability in the telecommunications industry.
In addition to the compensation directive, the NCC also mandated tower companies responsible for telecom infrastructure such as masts to invest in infrastructure improvements with measurable outcomes. The Commission said this would be funded partly through fines imposed on the companies, alongside other financial penalties deemed necessary.
The NCC emphasized that telecom operators must continue to invest in network resilience, capacity expansion, and infrastructure upgrades to meet the increasing demand for reliable telecom services.
The Commission added that it would continue to deploy regulatory measures that promote fairness, transparency, and accountability in the sector, while ensuring that every subscriber receives the quality of service expected in Nigeria’s growing digital economy.
PR/ZD
