NCC Mandates Telcos to Compensate Users for Network Failures

The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) across the country to compensate subscribers for poor service delivery, signaling a major shift toward consumer-focused regulation in Nigeria’s telecommunications sector.

In a statement issued on Sunday, the Commission’s Head of Public Affairs, Nnenna Ukoha, said the directive applies to operators whose network performance falls below the prescribed standards in specific locations.

According to the NCC, compensation will be triggered when service quality fails to meet established Quality of Service (QoS) Key Performance Indicators. Affected subscribers are expected to receive compensation in the form of airtime credits.

The Commission explained that the amount of compensation will be determined based on subscribers’ average spending and their presence in areas impacted by service disruptions.

“The Commission’s position is that subscribers should not bear the full burden of service disruptions where operators fail to meet prescribed standards,” Ukoha stated.

She noted that the new policy forms part of ongoing efforts to strengthen consumer protection and enforce greater accountability among telecom operators.

The NCC also highlighted the broader impact of poor service delivery, noting that it negatively affects productivity, business operations, and public trust in the nation’s communication systems.

In addition, the Commission disclosed that tower companies responsible for telecom infrastructure, such as masts, would be required to invest in upgrades and improvements to enhance service quality nationwide.

It further revealed that funds generated from regulatory fines would be reinvested into improving network resilience and expanding capacity to meet increasing demand.

The directive, the Commission said, underscores its commitment to fairness, transparency, and improved service delivery, ensuring that telecom subscribers across Nigeria receive reliable and consistent communication services.