The Nigerian Communications Commission (NCC) has instructed Mobile Network Operators (MNOs) to compensate subscribers in areas where network service quality falls below required standards.
The Commission emphasized that consumers should not bear the full impact of service disruptions when operators fail to meet prescribed Quality of Service (QoS) benchmarks.
This directive was disclosed in a statement issued on Sunday by the NCC Head of Public Affairs, Nnenna Ukoha, who noted that erring operators would be required to directly compensate affected users for breaches of QoS Key Performance Indicators (KPIs).
According to the Commission, the compensation will come in the form of airtime credits, calculated based on subscribers’ average spending and their presence in Local Government Areas where service failures occur within specified time frames.
Ukoha explained that the move is part of broader efforts to strengthen service quality monitoring and enforce performance standards across the telecommunications sector.
In addition, the NCC mandated Tower Companies, which provide critical infrastructure such as masts, to invest in improved facilities with measurable outcomes, using funds derived from regulatory fines and other penalties imposed by the Commission.
The Commission reiterated its commitment to a consumer-focused regulatory approach, stressing that reliable telecommunications services are essential for economic activities, social interaction, and access to digital opportunities.
It added that it would continue to enforce compliance by ensuring operators invest in network resilience, capacity expansion, and infrastructure upgrades, while promoting fairness, transparency, and accountability across the industry.