The Nigerian Communications Commission has directed mobile network operators in the country to compensate subscribers experiencing poor quality of service, in a move aimed at strengthening consumer protection and accountability in the telecommunications sector.
The commission said affected subscribers would receive compensation directly from operators whenever service delivery falls below prescribed Quality of Service Key Performance Indicators within specific locations.
In a statement issued on Sunday by its Head of Public Affairs, Nnenna Ukoha, the regulator stressed that consumers should not bear the burden of network failures caused by operators’ inability to meet required standards.
According to the NCC, the compensation would be provided in the form of airtime credits, calculated based on subscribers’ average usage and their presence in areas where service disruptions occur.
The statement noted that the directive reflects the commission’s consumer-centric regulatory approach, especially as telecommunications services remain critical to economic activities, social interaction, and access to digital opportunities.
It added that poor service quality has far-reaching consequences, including reduced productivity, disruptions to commercial activities, and erosion of public confidence in the nation’s communications system.
While acknowledging that regulatory fines have traditionally been used to sanction erring operators, the NCC said the new measure is designed to directly benefit consumers while reinforcing industry accountability.
“The commission is adopting a more consumer-focused approach that strengthens accountability within the industry,” the statement read in part.
The telecom regulator also extended its directive to tower companies responsible for critical infrastructure such as base stations, mandating them to reinvest fines imposed on them into improving network infrastructure with measurable outcomes.
The NCC further emphasised the need for sustained investment by operators in network resilience, capacity expansion, and infrastructure upgrades to meet growing demand across the country.
It assured that it would continue to deploy regulatory measures to ensure fairness, transparency, and improved service delivery, while positioning the telecommunications industry to support Nigeria’s digital economy.
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