The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers in areas where network quality falls below prescribed standards.
The directive was disclosed in a statement issued on Sunday by the Commission’s Head of Public Affairs, Nnenna Ukoha, as part of efforts to strengthen consumer protection in Nigeria’s telecommunications sector.
According to the NCC, affected subscribers will receive compensation in the form of airtime credits. The regulator stated that operators must compensate users directly for breaches of Quality of Service (QoS) Key Performance Indicators (KPIs) within specific locations and timeframes.
“The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to provide compensation to subscribers whose network quality of service experience is below specified targets within specific locations,” the statement read.
The compensation will be calculated based on subscribers’ average spending patterns and their presence within Local Government Areas where service failures occur.
In addition, the Commission directed tower companies to reinvest fines imposed on them into infrastructure improvements. This includes investments in critical telecom infrastructure such as masts, aimed at enhancing service quality.
The NCC noted that the directive forms part of a broader regulatory approach to place consumers at the centre of Nigeria’s telecommunications ecosystem. It emphasised that poor network quality has far-reaching implications for productivity, commercial activities, and public confidence in communication systems.
The regulator also reiterated its commitment to enforcing compliance by requiring operators to expand network capacity, improve resilience, and upgrade infrastructure.
Nigeria’s telecom sector has faced persistent complaints over dropped calls, slow data speeds, and network congestion. In response, the NCC introduced stricter QoS regulations in 2024, with penalties starting from N5 million per infraction.
Earlier this year, the Commission disclosed that operators could face penalties totalling about N12.4 billion over multiple QoS breaches, marking one of its most aggressive enforcement drives in recent years.
