The Nigerian Communications Commission (NCC) has instructed Mobile Network Operators (MNOs) to compensate subscribers in areas where network performance falls below prescribed standards.
In a statement on Sunday, Nnenna Ukoha, Head of Public Affairs at the NCC, said affected users will receive airtime credits, calculated based on their average spending and their presence in local government areas experiencing service disruptions. “Subscribers should not bear the full burden of service failures when operators fail to meet mandated standards. Compensation will be provided in the form of airtime credits tailored to subscribers’ usage patterns and locations affected by poor service,” she explained.
The regulator noted that this directive aligns with its broader consumer-focused approach, which prioritizes subscribers at the centre of Nigeria’s telecommunications ecosystem. “Telecommunications services are vital to economic activity, social engagement, and access to digital opportunities. Poor service quality affects productivity, commercial operations, and public confidence in the communications system,” the NCC said.
Additionally, the commission directed Tower Companies, which own critical infrastructure such as network masts, to reinvest fines levied against them into measurable improvements aimed at strengthening network performance. “Operators are expected to consistently invest in network resilience, capacity expansion, and infrastructure upgrades to meet the growing demand for telecommunications services,” the statement added.
The NCC emphasized its commitment to fairness, transparency, and accountability, stressing that subscribers deserve reliable and high-quality service. “Further to this directive, Tower Companies are mandated to invest in infrastructure with measurable outcomes using fines imposed by the commission, alongside any additional financial penalties deemed appropriate,” the regulator concluded.
The directive reflects the NCC’s increasing focus on ensuring service quality in Nigeria’s telecommunications sector and highlights the regulator’s intention to protect consumers while promoting infrastructure development and operational accountability among operators.
