NCC orders telecom operators to compensate subscribers over poor network service

The Nigerian Communications Commission (NCC) has directed telecom operators to compensate subscribers for poor network service in a move aimed at strengthening consumer protection in Nigeria’s telecommunications sector.

In a statement issued on Sunday by the Head of Public Affairs Department, Nnenna Ukoha, and obtained by Persecondnews, the commission said mobile network operators would be required to provide compensation to users whose quality of service falls below prescribed standards in specific locations.

According to the NCC, subscribers should not bear the full burden of service disruptions when operators fail to meet performance targets.

Under the directive, operators will compensate affected users for breaches of Quality of Service (QoS) Key Performance Indicators within defined timeframes.

The compensation, the Commission said, will be issued in the form of airtime credits, calculated based on subscribers’ average usage and their presence in affected Local Government Areas where service failures are recorded.

The regulator explained that the directive reflects its consumer-focused approach, placing subscribers at the centre of Nigeria’s telecommunications ecosystem.

It noted that poor network service affects not only communication but also economic activities, productivity and public confidence in the system.

While fines have traditionally been used to sanction operators, the NCC said the new measure is designed to directly benefit consumers and improve accountability within the industry.

In addition, the Commission directed tower companies responsible for telecom infrastructure to invest in network upgrades using funds generated from regulatory fines.

It said the move is intended to ensure measurable improvements in service delivery, particularly in areas experiencing persistent network challenges.

The Commission reaffirmed its commitment to enforcing service standards, urging operators to invest in network resilience, capacity expansion and infrastructure upgrades to meet growing demand.