In a move to strengthen consumer protection, theNigerian Communications Commission (NCC) has ordered telecom operators to compensate users for poor service performance.
The NCC says mobile network operators will now be required to compensate subscribers whenever network quality falls below approved standards in specific locations.
In a statement issued by the commission’s Head of Public Affairs, Nnenna Ukoha, said the policy is designed to ensure consumers are not left to bear the impact of service disruptions caused by operators’ failure to meet set benchmarks.
Under the new directive, operators who breach Quality of Service standards will be required to provide direct compensation to affected subscribers.
The NCC explained that compensation will be issued in the form of airtime credits, calculated based on subscribers’ average usage patterns and the specific locations where service failures occur.
The commission said the measure reflects a shift toward stronger consumer-focused regulation, with greater emphasis on accountability across the telecom sector.
It added that poor network performance continues to affect communication, business operations, and overall confidence in digital services.
According to the regulator, while penalties remain in place for operators, the new framework ensures that subscribers also receive direct redress for poor service experiences.
The NCC further stated that the directive also applies to infrastructure providers, including tower companies responsible for supporting network connectivity.
It said such companies will be expected to reinvest regulatory fines into infrastructure upgrades aimed at improving service quality.
The commission reaffirmed its commitment to enforcing compliance, while encouraging sustained investment in network expansion, resilience and capacity.
It added that the ultimate goal is to deliver a more reliable telecommunications system that supports Nigeria’s digital economy while ensuring fair treatment for consumers.
