The Nigerian Communications Commission (NCC) has directed mobile network operators to compensate subscribers in areas where service quality falls below regulatory standards.
Nnenna Ukoha, Head of Public Affairs at the NCC, explained that the move ensures consumers are not left to bear the burden of service failures caused by operators.
“Subscribers should not be made to bear the full burden of service disruptions where operators fail to meet prescribed standards of service delivery,” Ukoha said.
Affected subscribers would receive airtime credits, calculated based on their average spending patterns and presence in locations with poor network performance.
Operators are required to compensate users directly for breaches of Quality of Service (QoS) key performance indicators within specified timelines.
The commission described the directive as part of a broader shift towards consumer-focused regulation.
While regulatory fines have traditionally been used to deter poor service, the NCC is now emphasising accountability to subscribers.
Additionally, tower companies would be required to reinvest fines and penalties into infrastructure upgrades aimed at improving network performance.
The NCC would continue to enforce operators’ obligations to enhance network resilience, expand capacity, and upgrade infrastructure to ensure better service quality nationwide.
