ABUJA — The Nigerian Communications Commission (NCC) has directed mobile network operators across the country to compensate subscribers affected by service disruptions, introducing a consumer-focused approach that shifts from the traditional system of imposing fines alone.
In a statement released on Sunday, the Commission’s Head of Public Affairs, Nnenna Ukoha, said the new directive is aimed at ensuring that subscribers receive direct restitution whenever telecom operators fail to meet required service standards in specific locations.
According to the NCC, compensation will be activated in areas where network performance falls below the prescribed Quality of Service (QoS) Key Performance Indicators. Affected subscribers are expected to receive airtime credits as compensation for the disruption experienced.
The commission explained that the compensation package would be determined based on subscribers’ average spending patterns and their presence within locations impacted by the service failure.
“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 directive forms part of the commission’s broader efforts to strengthen consumer protection, improve service delivery, and enforce greater accountability within the telecommunications industry.
The NCC further stressed that poor network service has significant implications for economic and social activities, noting that disruptions negatively affect productivity, business operations, communication efficiency, and public trust in the nation’s telecom infrastructure.
In addition to the directive to telecom operators, the commission disclosed that tower companies responsible for critical infrastructure, including communication masts and supporting facilities, would also be required to invest in upgrades and maintenance to improve service reliability.
The regulator also stated that funds realised from regulatory fines would be channelled toward improving network resilience, infrastructure expansion, and capacity enhancement, especially in response to increasing demand for telecom services nationwide.
The NCC emphasised that the new policy reflects its commitment to fairness, transparency, and accountability, while ensuring that subscribers enjoy more reliable and consistent communication services across the country.
NCC Orders Telecom Operators to Compensate Subscribers for Network Disruptions
