The Nigerian Communications Commission (NCC) has announced that its directive requiring telecommunications operators to compensate subscribers for poor service quality will take effect this month.
In a Frequently Asked Questions (FAQ) document released on Tuesday, the Commission provided further clarification on the directive, stating that the compensation policy applies specifically to Mobile Network Operators (MNOs) that fail to meet the prescribed Key Performance Indicators (KPIs) for quality of service.
According to the regulator, the compensation framework covers disruptions affecting voice calls, data services, and SMS delivery. However, the Commission did not specify which of the major operators — MTN, Airtel, Globacom, or 9mobile — failed to meet the required quality standards.
The NCC noted that a separate compensation framework is already in place for Internet Service Providers (ISPs).
Explaining who qualifies for compensation, the Commission stated that subscribers may be eligible if they experienced poor network service within an affected Local Government Area and made at least one outgoing revenue-generating activity during the relevant period. This includes a billed call, SMS, or data session.
The regulator also clarified that the policy applies to both individual and corporate subscribers.
Importantly, the NCC stressed that affected customers are not required to submit any application or complaint before receiving compensation.
“Operators are required and mandated to identify affected subscribers and provide compensation directly,” the Commission stated.
It further explained that only service failures that fall below the minimum thresholds defined under the NCC’s Quality of Service Regulations will qualify for compensation.
According to the Commission, brief and isolated disruptions, as well as interruptions that are immediately resolved, may not meet the conditions for compensation.
The directive, first announced late last month in a statement issued by the Commission’s Head of Public Affairs, Nnenna Ukoha, forms part of the NCC’s broader consumer protection strategy aimed at strengthening accountability within Nigeria’s telecommunications sector.
The Commission emphasised that the policy is part of ongoing efforts to place consumers at the centre of the country’s telecommunications ecosystem.
It noted that telecom services remain critical to economic activities, business operations, 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,” the Commission said.
The regulator added that the compensation measure is intended to complement its existing monitoring mechanisms and enforcement standards designed to ensure improved service delivery across the sector.
NCC to Begin Automatic Compensation for Subscribers Affected by Poor Network Service This Month
