The Nigerian Communications Commission (NCC) has directed mobile network operators to compensate subscribers who experience poor network performance, in a move aimed at strengthening consumer protection and improving service delivery across the telecommunications sector.
In a statement issued on Sunday by the Commission’s Head of Public Affairs, Nnenna Ukoha, the regulator said the new directive ensures that subscribers are no longer left to bear the full impact of service disruptions caused by operators’ failure to meet required standards.
Under the policy, telecom operators that fall short of established Quality of Service (QoS) Key Performance Indicators (KPIs) will be mandated to provide compensation directly to affected customers.
The compensation will be issued in the form of airtime credits and will be calculated based on subscribers’ average usage and their location within affected Local Government Areas.
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The Commission explained that the compensation framework will apply to cases of poor service recorded within specified timeframes, marking a shift from traditional regulatory enforcement to a more consumer-focused approach.
According to the NCC, the initiative reflects its commitment to placing subscribers at the centre of Nigeria’s telecommunications ecosystem, especially given the critical role telecom services play in economic activities, communication, and digital access.
The regulator noted that poor network performance has continued to affect productivity, business operations, and public confidence, making it necessary to introduce more direct accountability measures.
While fines have traditionally been imposed on erring operators, the NCC said the new system ensures that affected users benefit directly whenever service standards are breached.
In addition, the Commission directed tower companies responsible for telecom infrastructure, such as masts, to reinvest fines imposed on them into improving network quality and expanding capacity.
The NCC reaffirmed its commitment to stricter monitoring of service quality, enforcement of performance standards, and encouraging sustained investment in network infrastructure.
It added that the new directive is part of broader efforts to promote transparency, fairness, and accountability, while ensuring Nigeria’s telecommunications industry remains strong enough to support the country’s growing digital economy.