Telecom Operators Directed to Compensate Subscribers for Poor Service
Telecommunications subscribers in Nigeria who experience poor network service are set to receive compensation, following a new directive from the Nigerian Communications Commission (NCC).
In a statement issued on Monday and signed by Nnenna Ukoha, Head of the Commission’s Public Affairs Department, the regulator ordered Mobile Network Operators (MNOs) to compensate users whose quality of service falls below prescribed standards in specific locations.
The NCC stated that subscribers should not bear the full burden of service disruptions where operators fail to meet established service delivery benchmarks. Under the directive, operators found to have breached Quality of Service (QoS) Key Performance Indicators (KPIs) will be required to compensate affected customers directly.
The Commission explained that compensation will apply to instances of poor service recorded within defined timeframes and locations. Affected subscribers will receive airtime credits, calculated based on their average usage and their presence in Local Government Areas where service failures occur.
According to the NCC, the move reflects a broader consumer-centric regulatory approach aimed at strengthening accountability across the telecommunications sector. It noted that reliable telecom services are critical to economic activities, social interaction, and access to digital opportunities, warning that poor service can undermine productivity and public confidence.
The Commission added that while regulatory fines have traditionally been used to deter poor service delivery, the new directive introduces a more consumer-focused mechanism that ensures subscribers are directly compensated for service lapses.
In addition, the NCC directed tower companies responsible for critical infrastructure, such as telecom masts, to reinvest fines imposed on them into infrastructure upgrades with measurable outcomes. The regulator said further financial penalties may also be applied where necessary.
Reaffirming its commitment to improving service quality, the Commission said it will continue to enforce performance standards and compel operators to invest in network resilience, capacity expansion, and infrastructure upgrades to meet growing demand.
The NCC emphasised that the measures are part of ongoing efforts to promote fairness, transparency, and accountability in the sector, while ensuring that subscribers receive the level of service required to support Nigeria’s digital economy.
