NCC orders telecom operators to compensate subscribers for poor network service

The Nigerian Communications Commission (NCC) has directed mobile network operators in the country to compensate subscribers who experience poor network services in areas where operators fail to meet prescribed service standards.

The directive, announced on Sunday, requires Mobile Network Operators (MNOs) to provide compensation to affected users whenever network quality falls below the commission’s approved Quality of Service (QoS) Key Performance Indicators (KPIs) within specific locations.

According to the telecom regulator, in a statement on Sunday by Nnenna Ukoha, head of public affairs department, the move is aimed at ensuring that subscribers are not forced to bear the consequences of service disruptions caused by operators’ failure to meet expected standards.

Under the new measure, telecom operators found to have breached service quality benchmarks will compensate customers directly.

The NCC said the compensation will be provided in the form of airtime credits, calculated based on subscribers’ average spending patterns and their presence within the Local Government Areas where service failures occur within specified timeframes.

The commission explained that the directive aligns with its regulatory approach that places the consumer at the centre of Nigeria’s telecommunications ecosystem.

It noted that telecommunications services play a critical role in driving economic activity, social interaction, and access to digital opportunities, stressing that poor network quality negatively impacts productivity, commercial operations, and public confidence in the country’s communications infrastructure.

The NCC also stated that while regulatory fines have traditionally been used to deter poor service delivery, the new measure introduces a more consumer-focused approach that promotes greater accountability within the telecom industry.

As part of the initiative, the commission said it would continue to strengthen its service quality monitoring systems and enforce performance standards across the sector.

The regulator further disclosed that tower companies, which provide critical infrastructure such as telecommunications masts, would also be required to invest more in infrastructure to improve service delivery.

According to the NCC, funds obtained from fines imposed on such companies will be directed towards infrastructure investments with measurable outcomes aimed at improving quality of service.

The commission emphasised that operators must continue to invest in network resilience, capacity expansion, and infrastructure upgrades to meet the growing demand for telecommunications services in Nigeria.

It added that the regulatory measures are intended to promote fairness, transparency, and accountability across the sector while ensuring that subscribers receive reliable and quality telecommunications services.