The Nigerian Communications Commission (NCC) has directed telecom operators to compensate subscribers who experience poor network service, in a move aimed at strengthening consumer protection across the country.
The directive applies to all major mobile network providers in Nigeria, including MTN Nigeria, Airtel Nigeria, Globacom (Glo), and 9mobile. According to the commission, customers should not be left to bear the consequences when operators fail to meet required service standards.
In a statement issued by its Head of Public Affairs, Nnenna Ukoha, the NCC said any operator found to have breached Quality of Service (QoS) benchmarks will be required to compensate affected users directly.
Rather than relying solely on fines, the commission said compensation will now go straight to subscribers in the form of airtime credits. These credits will be calculated based on users’ average usage and the specific locations where service failures occur within a given period.
The NCC explained that this policy marks a shift towards a more consumer-focused approach, ensuring that users receive tangible relief whenever service delivery falls short.
It also stressed the importance of reliable telecommunications to Nigeria’s economy, noting that poor network quality affects business operations, communication, and access to digital services.
Beyond telecom operators, the directive also covers tower companies responsible for infrastructure such as masts. The NCC instructed that any fines imposed on them must be reinvested into improving network infrastructure, with clear and measurable results.
The commission warned that persistent poor service undermines public confidence and disrupts economic activities, adding that it will continue to enforce compliance and push operators to expand capacity, strengthen networks, and improve overall service delivery.
This move comes amid growing frustration among Nigerians over issues such as dropped calls, slow internet speeds, network congestion, and unexplained data deductions. Many users have complained that service quality has continued to decline despite increasing tariffs.
Industry experts attribute the situation to challenges such as inadequate infrastructure, power supply issues, and network congestion. There are also concerns about interference from illegal signal boosters, which regulators say have worsened performance in some areas.
With this new directive, the NCC is responding to mounting public pressure, signalling a stronger commitment to accountability and better service standards in Nigeria’s telecom sector.
