Adedokun Waliyu The Nigerian Communications Commission (NCC) has announced that its directive requiring telecom operators to compensate subscribers for poor service quality will take effect from April.
According to the Commission, the directive applies only to Mobile Network Operators (MNOs) that fail to meet their Key Performance Indicators (KPIs) on quality of service. A separate compensation framework is already in place for Internet Service Providers (ISPs).
The NCC did not specify which operators—MTN Nigeria, Airtel Nigeria, Globacom, or 9mobile—failed to meet the required standards.
The compensation will cover service failures affecting voice calls, data services, and SMS.
To be eligible, subscribers must have experienced poor network service in an affected Local Government Area and must have made at least one revenue-generating activity, such as a billed call, SMS, or data usage, during the relevant period.
The Commission stated that both individual and corporate subscribers are eligible for compensation, which will be applied automatically. Subscribers are not required to submit any application, as operators are mandated to identify affected users and compensate them directly.
However, only service failures that fall below the thresholds defined in the NCC’s Quality of Service Regulations will qualify. Short or quickly resolved interruptions may not be eligible.
The NCC explained that the directive is part of its broader effort to prioritise consumers within Nigeria’s telecommunications sector. It emphasised that telecom services play a vital role in economic activities, social interactions, and access to digital opportunities.
The Commission added that poor service quality can negatively impact productivity, business operations, and public confidence in communication systems, and that the compensation policy is designed to strengthen existing measures for monitoring and enforcing service standards.
