Poor Network: NCC Orders Telecom Operators to Compensate Subscribers

By Paul Joseph

The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers experiencing poor network quality in areas where service falls below approved standards.

In a statement issued on Sunday by its Public Affairs Department, the Commission emphasized that telecom users should not bear the consequences of service failures caused by operators’ inability to meet required benchmarks.

According to the NCC, operators found guilty of breaching Quality of Service (QoS) Key Performance Indicators (KPIs) will be mandated to provide direct compensation to affected subscribers.

The Commission explained that compensation will come in the form of airtime credits, calculated based on customers’ average usage patterns and their presence in specific Local Government Areas where network disruptions are recorded.

“This directive reinforces our position that consumers must be protected and fairly treated within Nigeria’s telecommunications ecosystem,” the statement noted.

The NCC stressed that telecommunications services are critical to economic activities, social engagement, and access to digital opportunities, warning that poor service delivery undermines productivity and public confidence.

While fines have traditionally been imposed on erring operators, the Commission said the new approach shifts focus toward consumer-centered remedies that ensure accountability and tangible relief for subscribers.

In addition, the NCC has extended its directive to tower companies responsible for telecom infrastructure, including masts.

These firms are now required to reinvest funds particularly from regulatory fines into infrastructure upgrades that will improve service quality.

The Commission reiterated its commitment to enforcing compliance, strengthening network resilience, and ensuring continuous investment in capacity expansion to meet rising demand across the country.

It added that the move is part of broader efforts to promote fairness, transparency, and efficiency in the telecom sector, while safeguarding the interests of millions of Nigerian subscribers.