The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers who suffer from poor network service across the country.
The mobile network operators licensed to provide telecommunication services in Nigeria are MTN Nigeria, Airtel Nigeria, Globacom (Glo), and T2, formerly known as 9mobile.
The Commission said the move is aimed at strengthening consumer protection across Nigeria’s telecommunications sector.
In a press statement issued on Sunday by its Head of Public Affairs, Nnenna Ukoha, NCC said subscribers should not bear the consequences of service failures when operators fall short of established performance standards.
According to the NCC, telecom operators found guilty of breaching Quality of Service (QoS) Key Performance Indicators (KPIs) will be required to compensate affected users directly.
“The Commission’s position is that subscribers should not be made to bear the full burden of service disruptions where operators fail to meet prescribed standards of service delivery,” the statement said.
Under the directive, NCC said the compensation will be issued in the form of airtime credits.
The credits, according to NCC, will be calculated based on subscribers’ average usage patterns and their presence in specific Local Government Areas where service failures are recorded within defined timeframes.
The regulator emphasised that the policy reflects a shift toward a more consumer-focused approach in the industry, moving beyond traditional regulatory fines to ensure that telecom users receive tangible relief for poor service.
The NCC noted that telecommunications services play a critical role in Nigeria’s economy, influencing business productivity, social interaction, and access to digital opportunities.
It warned that persistent poor service delivery undermines public confidence and disrupts economic activities.
“While regulatory fines have traditionally served as a deterrent against poor service delivery, the Commission is adopting a more consumer-focused approach that strengthens accountability within the industry,” the Commission added.
In addition to sanctioning telecom operators, the Commission also extended its directive to tower companies responsible for critical infrastructure such as telecom masts.
It mandated them to reinvest fines imposed on them into improving infrastructure, with measurable outcomes aimed at enhancing service quality.
The NCC said it would continue to enforce compliance by ensuring operators invest in network resilience, expand capacity, and upgrade infrastructure to meet the country’s growing demand for telecommunications services.
The Commission reiterated its commitment to fairness, transparency, and accountability in the telecom sector.
The latest directive comes amid growing complaints from Nigerians over frequent network disruptions, dropped calls, and slow internet services across major cities.
The directive comes amid widespread frustration among millions of Nigerian telecom users over deteriorating service quality across the country.
Recent reports indicate that subscribers have been grappling with persistent issues such as frequent call drops, slow internet speeds, network congestion, and unexplained data depletion despite rising tariffs.
Consumer complaints have also highlighted problems, including connection failures, fluctuating signals, incomplete calls, and illegal deductions, with several operators reportedly failing to meet industry service benchmarks in multiple states.
Investigations show that poor network quality has remained one of the top grievances among telecom users, alongside failed transactions and billing issues.
The crisis has prompted stricter regulatory actions in recent months.
The NCC had earlier moved to impose about ₦12.4 billion in fines on telecom operators over persistent service failures and non-compliance with quality standards.
Industry experts attribute the declining service quality to a mix of factors, including infrastructure deficits, network congestion, power supply challenges, and interference from illegal signal boosters, which regulators say have significantly degraded network performance in some areas.
Despite claims by operators of increased investments in network expansion, many Nigerians say the quality of service has continued to worsen, raising concerns about accountability in a sector critical to the country’s digital economy.
The latest NCC directive is therefore seen as a response to mounting public pressure, signalling a shift toward policies that directly compensate consumers for the impact of poor telecom services.
