The Nigerian Communications Commission has directed mobile network operators to compensate subscribers for service disruptions, introducing a consumer-focused policy that will require operators to provide airtime credits when network quality falls below prescribed standards.
The directive, announced in a statement on Sunday by the commission’s Head of Public Affairs, Nnenna Ukoha, marks a notable shift in regulatory approach, moving beyond the traditional use of fines to require direct restitution for affected customers.
According to the NCC, compensation will be triggered when an operator’s network performance falls short of established Quality of Service key performance indicators in specific locations. Subscribers affected by such failures will receive airtime credits calculated on the basis of their average spending patterns and their presence in the local government areas where the service disruptions occurred.
“The Commission’s position is that subscribers should not bear the full burden of service disruptions where operators fail to meet prescribed standards,” Ukoha said.
The regulator said the new measure is rooted in a broader philosophy of consumer protection and accountability within the telecommunications sector. It noted that telecom services now underpin economic activity, social interaction and access to digital opportunities, meaning poor service delivery carries consequences beyond inconvenience.
“When service quality is poor, the consequences affect productivity, commercial activities, and even public confidence in our communications system,” the commission said.
The NCC added that the policy is designed to complement its ongoing monitoring of service quality and enforcement of performance standards across the industry.
In addition to directing mobile operators to compensate users, the commission said tower companies responsible for critical infrastructure such as masts will also be compelled to invest in measurable upgrades using funds generated from fines imposed on them. The aim, it said, is to improve network resilience, expand capacity and strengthen infrastructure in response to rising demand.
The move comes against a backdrop of worsening network instability in parts of the country. Recent reports have pointed to a sharp increase in outages this year, driven largely by fibre cuts and power failures, with disruptions affecting several operators and multiple states.
By ordering compensation for subscribers, the NCC appears to be signalling a tougher, more consumer-centred era of telecom regulation. The commission said it will continue using regulatory tools to promote fairness, transparency and accountability while ensuring that Nigerians receive more reliable and consistent telecom services.
