The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers for poor service delivery, signaling a shift from traditional fines to direct consumer restitution.
In a statement issued by its Head of Public Affairs, Nnenna Ukoha, the commission said the directive targets operators whose network performance falls below established standards in specific locations.
According to the NCC, compensation will be triggered when service quality fails to meet prescribed Quality of Service (QoS) Key Performance Indicators, with affected subscribers receiving airtime credits. The amount will be determined based on users’ average spending and their presence in areas where disruptions occurred.
“The Commission’s position is that subscribers should not bear the full burden of service disruptions where operators fail to meet prescribed standards,” Ukoha stated.
The policy forms part of broader efforts to strengthen consumer protection and ensure greater accountability within the telecommunications sector. The commission noted that poor service delivery impacts productivity, business operations, and public confidence in communication systems.
Additionally, tower companies responsible for key infrastructure such as masts will be required to invest in upgrades to improve network performance, while funds generated from regulatory fines will be reinvested to enhance network resilience and expand capacity.
