The Nigerian Communications Commission has directed telecommunications operators to compensate subscribers with airtime for poor network services recorded across the country, in a move to strengthen consumer protection and enforce service standards.
The Executive Vice Chairman of the NCC, Dr Aminu Maida, disclosed this on Thursday during a media briefing, stating that the directive followed verified breaches of minimum quality of service benchmarks by service providers.
Maida clarified that the compensation was not a refund from the regulator but a mandatory obligation imposed on telecom operators for failing to meet required performance standards.
According to him, the compensation will cover service deficiencies recorded between November 2025 and January 2026, with affected subscribers expected to receive airtime credits directly from their network providers.
He explained that the commission had adopted a more precise monitoring system capable of tracking network performance at the local government level, enabling it to identify specific locations and periods where service failures occurred.
“This approach allows us to move beyond general complaints and focus on measurable service gaps experienced by subscribers in real time,” he said.
The NCC boss added that beneficiaries of the compensation would receive notifications detailing the reason for the credit and its value, a step aimed at improving transparency and consumer awareness.
He stressed that while operators would implement the compensation, the commission would carry out independent verification to ensure compliance, warning that defaulters could face sanctions.
Maida noted that the directive forms part of broader regulatory reforms targeted at improving accountability and enhancing service delivery in the telecommunications sector.
He emphasised that telecom operators must prioritise infrastructure investment and operational efficiency to ensure consistent service quality nationwide, including in underserved and rural communities.
“Persistent poor service quality will no longer be tolerated. Operators must take full responsibility for the experience delivered to subscribers,” he said.
The NCC reiterated its commitment to ensuring that consumers receive value for money, while maintaining a balance between user protection and the sustainability of the telecom industry.
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