The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers who experience poor quality of service below prescribed standards in specific locations.
The commission stated that subscribers should not bear the burden of service disruptions where operators fail to meet established Quality of Service (QoS) targets.
Under the directive, operators found wanting will be required to compensate affected users directly for breaches of QoS Key Performance Indicators (KPIs) within specified time frames.
“The commission’s position is that subscribers should not be made to bear the full burden of service disruptions where operators fail to meet prescribed standards of service delivery. Under this directive, erring operators will compensate affected users directly for breaches of Quality of Service Key Performance Indicators within specified time frames,” the NCC said.
The NCC explained that compensation will be provided in the form of airtime credits, calculated based on subscribers’ average spending patterns and their presence within Local Government Areas where service failures occur.
According to the commission, the directive aligns with its consumer-centric regulatory approach, which prioritises the interests of telecom users and ensures fair service delivery across the sector.
It noted that telecommunications services are critical to economic activities, social interaction, and access to digital opportunities, adding that poor service quality negatively impacts productivity, commerce, and public confidence.
In addition, the NCC mandated tower companies to invest in infrastructure improvements using funds derived from regulatory fines, while reaffirming its commitment to enforcing standards, promoting transparency, and ensuring consistent investment in network resilience and capacity expansion.
