The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to provide compensation to subscribers whose network quality of service experience is below specified targets within certain locations.
In a statement signed by the NCC Head, Public Affairs Department, Nnenna Ukoha, on Sunday, the commission noted that its 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.
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The NCC explained that service providers breached the quality of service during network disruption, insisting that poor quality of service recorded within specified time frames must be compensated by the MNOs.
“Under this directive, erring operators will compensate affected users directly for breaches of Quality of Service (QoS) Key Performance Indicators (KPls). Mobile Network Operators (MNOs) shall be required to pay these compensations for instances of poor quality of service recorded within specified time frames.
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“The compensation will be provided in the form of airtime credits, calculated based on subscribers’ average spending patterns and their presence within Local Government Areas where service failures occur,” the statement read.
According to the NCC, the directive is rooted in the commission’s broader regulatory philosophy that places the consumer at the centre of Nigeria’s telecommunications ecosystem.
The commission reiterated the importance of telecommunications services in today’s contemporary world, saying it underpins economic activity, social interaction, and access to digital opportunities.
The commission explained that while poor service affects communications and economic and commercial activities, it must adopt a consumer-focused approach to strengthen accountability within the communication industry.
“When service quality is poor, the consequences affect productivity, commercial activities, and even public confidence in our communications system.
“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,” the NCC stated.
Enforcement
The commission stated that it has designed the measure to complement existing and ongoing efforts to strengthen service quality monitoring and enforce performance standards.
Additionally, the NCC said its directive that mandates MNOs to compensate consumers also affects Tower Companies, asking them for the compensation and other NCC fines in their investment.
“The commission is also mandating Tower Companies, which own the critical infrastructure for Quality of Service delivery, such as masts, to invest in infrastructure with measurable outcomes using sums that it has fined these companies, in addition to other financial fines the Commission will deem appropriate.”
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NCC noted that it will continue to reinforce the obligation of operators to invest consistently in network resilience, capacity expansion, and infrastructure upgrades to meet the growing demand for telecommunications services.
The commission further stated it plans to deploy regulatory tools that promote fairness, transparency, and accountability across the sector, ensuring that every subscriber receives the quality of service they deserve while sustaining a telecommunications industry capable of powering Nigeria’s digital future.
