NCC orders telcos to compensate subscribers for poor service

2026-03-29 - 20:04

By Progress Godfrey ABUJA — The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers for service disruptions, marking a shift from traditional fines to direct consumer restitution. In a statement issued on Sunday 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. The NCC explained that compensation would be triggered when service quality fails to meet prescribed Quality of Service (QoS) Key Performance Indicators, with affected subscribers receiving airtime credits. According to the commission, the compensation will be calculated based on users’ average spending and their presence within areas where service 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 said. She added that the policy is part of broader efforts to prioritise consumer protection while strengthening accountability across the telecommunications sector. The commission noted that poor service delivery has far-reaching consequences, affecting productivity, business activities, and public confidence in the communications system. It further disclosed that tower companies responsible for critical infrastructure such as masts would also be required to invest in upgrades and improvements to enhance service delivery. Funds generated from regulatory fines, the NCC said, would be reinvested to boost network resilience and expand capacity in line with growing demand. The commission emphasised that the new directive underscores its commitment to fairness, transparency, and accountability, while ensuring subscribers receive reliable and consistent telecom services nationwide.