The Nigerian Communications Commission (NCC) has made it mandatory for Mobile Network Operators (MNOs) to provide compensation to subscribers whose network quality of service experience is below specified targets within specific locations.
The Commission said that it would not allow a situation where subscribers are made to bear the full burden of service disruptions where operators fail to meet prescribed standards of service delivery.
A statement by the Commission’s spokesperson, Nnenna Ukoha said that under the new arrangement, erring operators will compensate affected users directly for breaches of Quality of Service (QoS) Key Performance Indicators (KPIs).
She said that Mobile Network Operators (MNOs) would be required to pay these compensations for instances of poor quality of service recorded within specified time frames.
According to the spokesperson, the compensation would 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.
She said that the directive is rooted in the Commission’s broader regulatory philosophy that places the consumer at the centre of Nigeria’s telecommunications ecosystem. Telecommunications services today underpins economic activity, social interaction, and access to digital opportunities.
“When service quality is poor, the consequences affect productivity, commercial activities, and even public confidence in our communications system.
“While regulatory fines have traditionally served as a deterrent against poor service delivery,” she stressed, adding that the Commission is adopting a more consumer-focused approach that would strengthen accountability within the industry.
She said that the Commission has designed this measure to complement existing and ongoing efforts to strengthen service quality monitoring and enforce performance standards.
Nnenna Ukoha said that the Commission is also mandating Tower Companies who own the critical infrastructure for Quality of Service delivery, such as masts, to invest in infrastructure with measurable outcomes using sums that it has fined these companies, in addition to other financial fines the Commission will deem appropriate.
She said that the Commission would continue to reinforce the obligation of operators to invest consistently in network resilience, capacity expansion and infrastructure upgrades to meet the growing demand for telecommunications services.
“At the same time, it will deploy regulatory tools that promote fairness, transparency and accountability across the sector, ensuring that every subscriber receives the quality of service they deserve while sustaining a telecommunications industry capable of powering Nigeria’s digital future.”
