The Nigerian Communications Commission (NCC) has issued a directive requiring Mobile Network Operators (MNOs) to directly compensate subscribers who experience poor network service quality.
The NCC said the affected subscribers will be compensated by telcos with airtime credits when service delivery fails to meet prescribed Quality of Service (QoS) benchmarks.
In a statement released on Sunday, signed by Nnenna Ukoha, Head, Public Affairs Department, the Commission said the compensation amount will be calculated based on subscribers’ average spending patterns and their presence within local government areas where service failures occur.
NCC explained that the directive is to ensure that subscribers are not made to bear the full burden of service disruptions where operators fail to meet prescribed standards of service delivery.
It highlighted conditions in which the compensation shall apply, which include when operators breach QoS Key Performance Indicators (KPIs), including issues such as dropped call rates, network congestion, and call setup failures within specified time frames.
The statement said: “Under this directive, erring operators will compensate affected users directly 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.”
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The telecom regulator stressed that while regulatory fines have traditionally served as deterrents against poor service delivery, this new approach represents a shift toward a more consumer-focused accountability system that ensures subscribers receive direct restitution.
The Commission highlighted the importance of telecommunications services to economic activity, social interaction, and access to digital opportunities, adding that “When service quality is poor, the consequences affect productivity, commercial activities, and even public confidence in our communications system.”
The statement further disclosed that NCC is also mandating Tower Companies, which own critical infrastructure such as masts, to reinvest fines into infrastructure upgrades with measurable outcomes.
It warned that additional financial penalties may be imposed where necessary to ensure compliance.
Nigeria’s telecommunications sector serves over 182 million active telephone users with approximately 84 per cent telephone density. The directive comes amid persistent criticism over unreliable connectivity, as network congestion worsens in major cities like Lagos and Abuja.
