Nigerian Communications Commission (NCC) has directed telecom operators to compensate subscribers who experience poor network service, in a move aimed at strengthening consumer protection across the sector.
Gatekeepers News reports that the directive was announced in a statement by the commission’s Head of Public Affairs, Nnenna Ukoha, who said customers should no longer bear the full burden of service disruptions caused by operators’ failure to meet required standards.
According to the NCC, mobile network operators will be required to compensate affected users whenever their service quality falls below established Quality of Service (QoS) benchmarks in specific locations.
The compensation will be issued in the form of airtime credits, calculated based on subscribers’ average spending and their presence in areas where network failures occurred.
“Subscribers should not be made to bear the full burden of service disruptions where operators fail to meet prescribed standards,” the commission stated, emphasising its consumer-first approach.
The move represents a shift from the traditional system where telecom companies were mainly penalised through fines. Instead, the NCC is now prioritising direct compensation to users as a way to improve accountability and service delivery.
In addition, the commission directed infrastructure providers, including tower companies, to reinvest fines and other funds into upgrading network facilities to improve service quality nationwide.
NCC noted that poor telecom service affects economic activities, business operations, and public confidence, stressing that operators must invest more in network capacity, resilience, and infrastructure to meet growing demand.
