The Nigerian Communications Commission (NCC) has directed mobile network operators (MNOs) to compensate subscribers for service interruptions, marking a shift from traditional fines to direct consumer restitution.
In a statement on Sunday, Head of Public Affairs Nnenna Ukoha explained that the directive applies to operators whose network performance falls below established standards in specific locations.
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 NCC said the amount of compensation will be calculated based on users’ average spending and their presence in areas affected by service disruptions.
“Subscribers should not bear the full burden of service disruptions where operators fail to meet prescribed standards,” Ukoha noted.
The policy forms part of broader efforts to prioritise consumer protection and strengthen accountability across the telecommunications sector.
The commission highlighted that poor service delivery can affect productivity, business activities, and public confidence in communications systems.
Additionally, tower companies responsible for critical infrastructure, such as masts, will be required to invest in upgrades to enhance service delivery.
Funds generated from regulatory fines will be reinvested to boost network resilience and expand capacity in line with rising demand.
The NCC emphasised that the directive reinforces its commitment to fairness, transparency, and accountability, ensuring subscribers nationwide enjoy reliable and consistent telecom services.