The Nigerian Communications Commission (NCC) has directed telecommunications operators to compensate subscribers for poor network service, in a move aimed at strengthening consumer protection and accountability across Nigeria’s telecom sector.
Under the new directive, Mobile Network Operators (MNOs) are required to provide compensation to subscribers in areas where service quality falls below the Commission’s prescribed standards. The NCC said affected users will receive airtime credits, calculated based on their average spending patterns and their presence within locations where service disruptions occur.
The Commission emphasised that subscribers should not bear the consequences of poor service delivery when operators fail to meet established Quality of Service (QoS) benchmarks.
The directive marks a shift from traditional regulatory enforcement, which largely relied on fines imposed on operators, to a more consumer-focused framework that delivers direct benefits to affected users.
According to the NCC, telecommunications services play a critical role in economic activity, social interaction, and access to digital opportunities, making service reliability essential to national productivity and public confidence.
Beyond telecom operators, the Commission also extended its directive to tower companies responsible for critical infrastructure such as telecom masts.
The NCC said these firms will be required to reinvest fines imposed on them into infrastructure upgrades with measurable outcomes aimed at improving service quality. Additional financial penalties may also be applied where necessary.
The Commission reiterated its commitment to enhancing service quality monitoring and enforcing compliance with Key Performance Indicators (KPIs) across the industry.
It added that operators must continue to invest in network resilience, capacity expansion, and infrastructure upgrades to meet growing demand for telecommunications services nationwide.
The new policy is expected to deepen accountability within the sector while ensuring that subscribers receive fair value and reliable service as Nigeria advances its digital economy.
