NCC Mandates Telecom Operators to Announce Major Network Outages and Compensate Subscribers
The Nigerian Communications Commission (NCC) has introduced a directive requiring all telecom licensees to publicly notify consumers about major network outages, detailing causes, affected regions, and expected restoration times. This directive applies to both unplanned disruptions, which must be communicated through media channels immediately, and planned outages, which require at least one week’s prior notice to customers. The announcement was made in a statement by NCC’s Acting Director of Public Affairs, Mrs. Nnena Ukoha.
Furthermore, the directive obligates Mobile Network Operators (MNOs), Internet Service Providers (ISPs), and other last-mile providers to offer proportional compensation—such as validity extensions—when outages last longer than 24 hours. This requirement aligns with existing Consumer Code of Practice Regulations and aims to enhance service quality and consumer protection within Nigeria’s telecom sector.
The NCC defines a major outage by specific criteria, including incidents affecting 5% or more of a network’s subscriber base, shutdown of at least 100 network sites, or significant service degradation in Nigeria’s top 10 traffic-heavy states. To boost transparency, operators must log all major outages on the NCC’s publicly accessible Major Outage Reporting Portal, which also identifies parties responsible for infrastructure damage.
The directive follows a successful trial phase of the outage reporting process and portal with telecom operators. Engr. Edoyemi Ogor, NCC’s Director of Technical Standards and Network Integrity, emphasized that this transparency fosters accountability and helps safeguard telecom infrastructure vital to national security and economic stability. He also noted the directive supports President Bola Ahmed Tinubu’s Executive Order classifying telecom infrastructure as Critical National Information Infrastructure (CNII).
In summary, the NCC’s new rules are a significant step towards improving communication during network disruptions, ensuring subscribers are compensated, and protecting telecom assets essential to Nigeria’s security and daily life.
Source: Nairametric