NCC Orders Telcos to Compensate Subscribers for Poor Network Service

NCC Orders Telcos to Compensate Subscribers for Poor Network Service

The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers who suffer poor network service in areas where providers fail to meet established Quality of Service (QoS) standards.

In a statement issued on Saturday, the NCC said the directive is designed to protect consumers from bearing the financial burden of service failures caused by telecom operators, stressing that subscribers should not be penalized for lapses in service delivery.

The Commission stated that MNOs must provide compensation to affected users whose service quality falls below the Commission’s specified benchmarks in identified locations.

“Mobile Network Operators must compensate subscribers whose Quality of Service experience falls below the Commission’s specified targets within identified locations,” the regulator said.

According to the NCC, operators that fail to meet Key Performance Indicators (KPIs) will be required to compensate impacted subscribers within a stipulated timeframe. The compensation will be issued in the form of airtime credits, calculated based on subscribers’ average usage and their presence in affected Local Government Areas.

The Commission explained that the move represents a shift from the traditional reliance on regulatory fines toward a more consumer-centric approach aimed at strengthening accountability across the telecommunications sector.

“Subscribers should not be made to bear the full burden of service disruptions where operators fail to meet prescribed standards of service delivery,” it added.

Highlighting the importance of telecommunications to Nigeria’s economy, the NCC noted that poor network quality can undermine productivity, disrupt business operations, and erode public confidence in the country’s digital ecosystem.

As part of broader regulatory reforms, the Commission also extended oversight to Tower Companies responsible for telecom infrastructure, including masts. These firms are now mandated to invest in infrastructure upgrades and ensure measurable outcomes, including the effective utilisation of fines and penalties imposed on them.

The NCC reaffirmed its commitment to improving network quality nationwide, emphasizing the need for operators to prioritise network resilience, expand capacity, and undertake continuous infrastructure upgrades to meet rising demand.

It added that it will continue to deploy regulatory measures to promote fairness, transparency, and accountability in the sector, ensuring that Nigerian subscribers receive improved service quality while strengthening the country’s digital economy.