The Nigerian Communications Commission (NCC) has issued a landmark directive requiring Mobile Network Operators (MNOs) to compensate subscribers in areas where network quality falls below the Commission’s prescribed standards. The move, announced by NCC’s Head of Public Affairs, Nnenna Ukoha, is aimed at ensuring telecom users are not left to bear the burden of poor service.
Under the directive, affected subscribers will receive compensation in the form of airtime credits. The NCC explained that the credits will be calculated based on subscribers’ average spending patterns and their location within Local Government Areas where service failures occur. The policy is designed to address breaches of Quality of Service (QoS) Key Performance Indicators (KPIs), ensuring that operators are held accountable for network disruptions.
In addition to compensating subscribers, the NCC is requiring Tower Companies to reinvest fines imposed on them into infrastructure improvements. These upgrades are intended to deliver measurable outcomes, strengthen network resilience, and expand capacity. The Commission stressed that robust telecom services are vital for economic activities, social interaction, and access to digital opportunities across Nigeria.
The directive comes as part of the NCC’s broader strategy to place consumers at the center of Nigeria’s telecommunications ecosystem. Since introducing new QoS regulations in 2024, the regulator has enforced strict KPIs covering call drop rates, call setup success, and network congestion. Operators failing to meet these benchmarks face substantial fines, with early 2026 enforcement actions potentially costing telcos N12.4 billion in penalties.
Persistent complaints over dropped calls, slow data speeds, and service outages have long plagued Nigeria’s telecom sector. By mandating subscriber compensation and infrastructure investment, the NCC aims to restore public confidence, improve service quality, and ensure that telecom providers prioritize consumer satisfaction in a rapidly growing digital landscape.
source: Nairametrics