The Nigerian Communications Commission (NCC) has issued a directive to the nation’s mobile network operators (MNOs) to compensate subscribers when network performance fails to meet established regulatory standards. This move marks a significant shift in the regulatory landscape, signalling zero tolerance for poor service quality.
In a statement, Nnenna Ukoha, Head of Public Affairs for the Commission, detailed that subscribers affected by service lapses will receive airtime credits as compensation. This policy will apply whenever service delivery fails to fulfil the quality benchmarks set by the NCC.
Compensation amounts will be based on users’ average spending habits and their geographic location during service failures. The NCC emphasised that this directive aims to prioritise consumer rights within Nigeria’s telecommunications framework, asserting that “Subscribers should not bear the burden of inadequate service delivery.”
Additionally, mobile operators will be held accountable for breaches of specific quality-of-service metrics, including dropped calls, network congestion, and call setup failures. Nigeria’s leading mobile operators include MTN Nigeria, Airtel Nigeria, Globacom (Glo), and T2.
The Commission is also enhancing its supervision of tower companies, mandating that fines be reinvested in infrastructure improvements to address ongoing challenges, such as insufficient base stations and unreliable power supply, which hamper network quality nationwide.
Nigeria’s telecommunications sector, which boasts over 220 million subscriptions and contributes nearly 14% to the GDP, faces ongoing criticism for inconsistent connectivity. Broadband penetration remains below national targets, and congestion is increasing in major urban areas such as Lagos and Abuja.
This new directive aligns with the NCC’s 2024 quality of service regulations, which impose fines starting at US$3,300 for infractions, with a potential cumulative penalty of up to US$8.3 million. Minister Bosun Tijani has reiterated that reliable connectivity is critical to economic development and digital inclusion, and has supported initiatives such as Project BRIDGE and 3MTT.
With this directive, the NCC emphasises that as Nigeria advances its digital initiatives, maintaining high service quality standards is essential, and that there will be significant repercussions for operators who fail to comply.
