The Nigerian Communications Commission has directed mobile network operators to compensate subscribers for poor quality of service in areas where performance falls below regulatory standards.
In a statement issued on Sunday, Nnenna Ukoha, head of public affairs at the NCC, said the directive is designed to ensure consumers are not left to shoulder the impact of service failures caused by operators.
“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,” she said.
The commission explained that affected subscribers will receive compensation in the form of airtime credits. These credits will be calculated based on users’ average spending patterns and their presence in locations where service failures occur.
“Erring operators will compensate affected users directly for breaches of quality of service key performance indicators within specified time frames,” Ukoha said.
The regulator described the move as part of a broader shift towards a more consumer-focused approach to oversight within the telecommunications sector.
“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,” Ukoha added.
The NCC also stated that tower companies will be required to reinvest fines and other financial penalties into infrastructure upgrades aimed at improving network performance.
It added that the commission will continue to reinforce operators’ obligations to invest in network resilience, expand capacity, and upgrade infrastructure to enhance overall service quality.
Faridah Abdulkadiri
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