Nigeria’s telecom regulator, the Nigerian Communications Commission (NCC), has directed mobile operators to compensate subscribers affected by poor network service, marking a major step toward stronger consumer protection in the industry. The order takes immediate effect, with customers expected to begin receiving airtime credits for service disruptions recorded between November and January.
Speaking at a meeting with technology correspondents in Lagos, NCC Executive Vice Chairman Aminu Maida confirmed that compensation would start rolling out within days. The move follows mounting complaints from subscribers over declining service quality, signaling a tougher regulatory stance on telecom operators across Nigeria.
Leading operator MTN Nigeria has already begun complying with the directive, initiating processes to credit affected users in impacted areas. With over 87 million subscribers, the company acknowledged the importance of restoring customer trust but stressed that compensation alone will not fix deeper network challenges.
To address these issues, MTN announced plans to significantly increase capital expenditure, targeting upgrades to network infrastructure nationwide. The company said it is accelerating the rollout of next-generation equipment to boost capacity, reduce congestion, and improve user experience, especially in densely populated urban centers where demand for data and voice services continues to surge.
Beyond infrastructure upgrades, MTN is also focusing on improving network resilience by tackling disruptions caused by fibre cuts, power instability, and vandalism. The operator emphasized stronger collaboration with tower providers and highlighted external challenges such as unreliable electricity and security risks. Meanwhile, the NCC is working with the Federal Competition and Consumer Protection Commission (FCCPC) to resolve issues around digital credit services, as regulators tighten oversight in a rapidly evolving telecom landscape.
source: Business day