Nigeria’s telecommunications regulator, the Nigerian Communications Commission (NCC), has directed mobile network operators to compensate subscribers affected by poor service delivery across the country.
The directive applies to major telecom providers including MTN Nigeria, Airtel Nigeria, Globacom, and T2 (formerly 9mobile).
In a statement issued on Sunday by its Head of Public Affairs, Nnenna Ukoha, the NCC said the policy is designed to strengthen consumer protection and ensure subscribers are not left to bear the consequences of poor network performance.
According to the Commission, any operator found to have violated Quality of Service (QoS) standards and Key Performance Indicators (KPIs) will be required to compensate affected users directly. The compensation will come in the form of airtime credits, calculated based on users’ average consumption and the duration of service disruption in specific locations.
The NCC explained that the move marks a shift from relying solely on regulatory fines to a more consumer-centered approach that delivers direct relief to users.
It stressed that telecommunications services are vital to Nigeria’s economy, supporting business operations, communication, and digital access. Persistent service failures, the regulator warned, not only disrupt economic activities but also erode public confidence in the sector.
Beyond telecom operators, the directive also targets tower companies responsible for network infrastructure. The NCC ordered that any fines imposed on them must be reinvested into improving facilities such as telecom masts, with clear and measurable upgrades in service quality.
The Commission reaffirmed its commitment to enforcing compliance, stating that operators must invest in network expansion, improve resilience, and upgrade infrastructure to meet increasing demand.
This development follows widespread complaints from Nigerians over deteriorating network quality, including frequent call drops, slow internet speeds, congestion, and unexplained data depletion. Many users have also reported issues such as failed connections, fluctuating signals, incomplete calls, and unauthorized deductions.
Industry analysts link the persistent challenges to infrastructure gaps, unreliable power supply, network congestion, and the use of illegal signal boosters, all of which have contributed to declining service standards.
The NCC had earlier moved to sanction telecom operators with fines estimated at ₦12.4 billion for non-compliance with service quality requirements.
The latest directive is widely seen as a response to mounting public frustration, signaling a stronger regulatory stance that prioritizes accountability and ensures consumers receive compensation for poor telecom services.
