ABUJA — In a major shift aimed at strengthening consumer protection, the Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers for service disruptions, moving away from the traditional system of imposing fines without direct user benefits.
The directive, announced on Sunday in a statement by the NCC’s Head of Public Affairs, Nnenna Ukoha, targets telecom operators whose network performance falls below established standards in specific locations across the country.
According to the commission, compensation will be triggered when operators fail to meet prescribed Quality of Service (QoS) Key Performance Indicators. Affected subscribers are expected to receive airtime credits as restitution for the disruption.
Ukoha explained that the compensation would be calculated based on subscribers’ average spending and their presence within areas impacted by the network failures.
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“The Commission’s position is that subscribers should not bear the full burden of service disruptions where operators fail to meet prescribed standards,” she said.
The new policy forms part of broader regulatory efforts to prioritise consumer welfare while strengthening accountability within Nigeria’s telecommunications sector. The NCC noted that poor service delivery has far-reaching consequences, including reduced productivity, disruption of business activities, and erosion of public confidence in the communications system.
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In addition to the directive to operators, the commission disclosed that tower companies responsible for critical telecom infrastructure, such as masts, would be required to invest in upgrades and improvements to enhance service delivery nationwide.
The NCC further stated that funds generated from regulatory fines would be reinvested into the sector to boost network resilience and expand capacity in response to growing demand.
Emphasising its commitment to fairness, transparency, and accountability, the commission said the new directive underscores its resolve to ensure that subscribers receive reliable and consistent telecom services across the country.
Industry analysts say the move signals a significant regulatory shift that places consumers at the centre of telecom service delivery, while compelling operators to improve network quality or bear the cost directly.
