Abuja — The Nigerian Communications Commission (NCC) has directed mobile network operators (MNOs) to compensate subscribers in areas where service quality falls below regulatory standards, in a move aimed at protecting consumers from the impact of poor network performance.
In a statement issued on Sunday, Nnenna Ukoha, Head of Public Affairs at the NCC, said the directive was designed to ensure that telecom users do not bear the full burden of service disruptions caused by operators’ failure to meet prescribed quality of service (QoS) benchmarks.
“The commission’s position is that subscribers should not bear the full burden of service disruptions where operators fail to meet established standards of service delivery,” Ukoha said.
According to the NCC, affected subscribers will receive compensation in the form of airtime credits, which will be calculated based on users’ average spending patterns and their presence in locations where service failures occur.
The commission said erring operators would be required to compensate affected users directly for breaches of quality-of-service key performance indicators within specified timelines.
“Erring operators will compensate affected users directly for breaches of quality-of-service key performance indicators within specified time frames,” Ukoha added.
The NCC said the directive signals a shift toward a more consumer-focused regulatory framework, noting that while fines have traditionally served as deterrents against poor service delivery, the new approach is intended to strengthen accountability while delivering direct relief to subscribers.
“While regulatory fines have traditionally served as a deterrent against poor service delivery, the commission is adopting a more consumer-centric approach that strengthens accountability within the industry,” the statement said.
The commission also disclosed that tower companies would now be required to reinvest fines and other financial penalties into infrastructure upgrades to improve network quality across the country.
It reiterated its commitment to enforcing operators’ obligations to invest in network resilience, capacity expansion, and infrastructure development to ensure better service delivery nationwide.
The latest directive comes amid persistent consumer complaints over dropped calls, poor internet connectivity, and inconsistent service delivery by telecom operators across Nigeria.
