The Nigerian Communications Commission (NCC) has ordered Mobile Network Operators (MNOs) to compensate subscribers in areas where network quality falls below prescribed standards.
In a statement on Sunday, Nnenna Ukoha, Head of Public Affairs at the Commission, said affected users will receive airtime credits calculated based on their average spending patterns and their presence within local government areas experiencing service disruptions.
“Subscribers should not bear the full burden of service disruptions when operators fail to meet prescribed standards of service delivery. Compensation will be provided in the form of airtime credits, tailored to subscribers’ average spending and their location within affected areas,” the commission said.
The NCC explained that the directive reflects its broader consumer-focused regulatory philosophy, aimed at placing subscribers at the centre of Nigeria’s telecommunications ecosystem.
“Telecommunications services today underpin economic activity, social interaction, and access to digital opportunities. Poor service quality impacts productivity, commercial activities, and public confidence in our communications system,” the statement read.
The regulator also instructed Tower Companies, which own critical infrastructure such as masts, to reinvest fines levied against them into measurable infrastructure improvements to strengthen network performance.
“The commission will continue to enforce operators’ obligations to invest consistently in network resilience, capacity expansion, and infrastructure upgrades to meet the growing demand for telecommunications services,” it said.
Additionally, the NCC said it will deploy regulatory tools to promote fairness, transparency, and accountability, ensuring subscribers receive the quality of service they deserve.
“Further to this directive, Tower Companies are mandated to invest in infrastructure with measurable outcomes using funds obtained from fines, alongside any other financial penalties deemed appropriate by the commission,” the statement concluded.
