By Ayo Kehinde
The Nigerian Communications Commission (NCC) has ushered in a new accountability era in Nigeria’s telecommunications sector, directing Mobile Network Operators (MNOs) to compensate subscribers for poor network service, a landmark consumer protection move designed to improve service quality nationwide.
Its Spokesperson, Nnenna Ukoha, on Sunday, stressed that subscribers should no longer bear the full burden of service disruptions when operators fail to meet prescribed standards of service delivery.
The NCC explained that under the directive, erring operators will provide direct compensation to affected subscribers for breaches of Quality of Service (QoS) Key Performance Indicators (KPIs), particularly in locations and within timeframes where network performance falls below acceptable thresholds.
“The compensation will be provided in the form of airtime credits, calculated based on subscribers’ average spending patterns and their presence within Local Government Areas where service failures occur,” the Commission stated.
It noted that the policy is anchored on its broader regulatory philosophy of placing the consumer at the centre of Nigeria’s telecommunications ecosystem, given the critical role telecom services play in economic activities, social interaction, and access to digital opportunities.
According to the Commission, poor service quality has far-reaching consequences, affecting productivity, commercial activities, and public confidence in the nation’s communications infrastructure.
“While regulatory fines have traditionally served as a deterrent against poor service delivery, the Commission is adopting a more consumer-focused approach that strengthens accountability within the industry,” the statement added.
The NCC further disclosed that the measure complements ongoing efforts to strengthen service quality monitoring and enforce performance standards across the sector.
In a related directive, the Commission instructed tower companies responsible for critical telecom infrastructure, including masts, to reinvest fines imposed on them into infrastructure upgrades with measurable outcomes.
It also indicated that additional financial penalties may be applied where necessary.
Reaffirming its commitment to sector growth and sustainability, the NCC said it will continue to enforce obligations on operators to invest in network resilience, capacity expansion, and infrastructure upgrades to meet increasing demand.
The Commission added that it will deploy regulatory tools that promote fairness, transparency, and accountability, ensuring that subscribers receive the quality of service they deserve while positioning the telecommunications industry to power Nigeria’s digital future.
