NCC Orders Telecom Operators to Compensate Subscribers for Poor Service

NCC Orders Telecom Operators to Compensate Subscribers for Poor Service

The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers who experience poor network service below approved Quality of Service standards.

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According to the Commission, compensation will primarily be provided in the form of airtime credits. These credits will be calculated based on subscribers’ average spending and their presence in Local Government Areas affected by service disruptions.

In a statement issued by the Head of Public Affairs, Nnena Ukoha, the NCC stressed that consumers should not bear the burden of service failures when operators fall short of required performance benchmarks.

The Commission noted that the directive reflects its consumer-focused regulatory approach aimed at strengthening accountability within Nigeria’s telecommunications sector. It added that telecom services play a critical role in powering economic activities, enabling social interactions, and expanding access to digital opportunities across the country.

The NCC also mandated tower companies responsible for telecom infrastructure to reinvest fines into critical upgrades, including the installation and improvement of masts, to ensure measurable service improvements.

The regulator further emphasized that sustained investment in network resilience, capacity expansion, and infrastructure development remains essential for delivering reliable services and supporting Nigeria’s rapidly growing digital economy.

NCC Orders Telecom Operators to Compensate Subscribers for Poor Service