The Nigerian Communications Commission (NCC) has announced that its directive requiring telecom operators to compensate subscribers for poor service quality will take effect from this month.
The clarification was contained in a Frequently Asked Questions (FAQ) document released on Tuesday, outlining how the policy will be implemented and who qualifies for compensation.
According to the Commission, the directive applies specifically to Mobile Network Operators (MNOs) that fail to meet the prescribed Key Performance Indicators (KPIs) for Quality of Service (QoS). These operators include major providers such as MTN Nigeria, Airtel Nigeria, Globacom, and 9mobile, although the NCC did not specify which of them had fallen short of the required standards.
The Commission noted that the compensation covers service disruptions affecting voice calls, data services, and SMS. To qualify, subscribers must have experienced poor network service in an affected Local Government Area and carried out at least one revenue-generating activity—such as a billed call, SMS, or data session—during the relevant period.
Importantly, the NCC stated that compensation will be issued automatically, without requiring any application from subscribers. Operators have been mandated to identify affected users and credit them directly.
“Only service failures that fall below the defined thresholds set by the Quality of Service Regulations will qualify for compensation,” the Commission said, adding that brief or quickly resolved interruptions may not be eligible.
The policy applies to both individual and corporate subscribers. While the directive focuses on mobile network operators, the NCC noted that a separate compensation framework is already in place for Internet Service Providers (ISPs).
The initiative forms part of the Commission’s broader regulatory efforts to strengthen consumer protection and improve service delivery across Nigeria’s telecommunications sector. The NCC emphasised that reliable telecom services are critical to economic productivity, social interaction, and access to digital opportunities, warning that poor service quality can undermine public confidence and commercial activities.
The regulator added that the compensation framework complements existing enforcement measures aimed at ensuring operators invest in infrastructure, expand network capacity, and meet growing demand.
