NCC Directs MTN, Glo, Airtel, Others to Compensate Subscribers for Poor Service
The Nigerian Communications Commission (NCC) has directed mobile network operators (MNOs) to compensate subscribers for poor quality of service (QoS) in areas where performance falls below regulatory standards.
In a statement issued on Sunday, Nnenna Ukoha, head of public affairs at the NCC, said the directive is aimed at ensuring that consumers are not made to bear the full impact of service disruptions caused by operators’ failure to meet prescribed benchmarks.
“The commission’s position is that subscribers should not bear the full burden of service disruptions where operators fail to meet established standards of service delivery,” she said.
According to the NCC, affected subscribers will receive compensation in the form of airtime credits. These will be calculated based on users’ average spending patterns and their presence in locations where service failures occur.
“Erring operators will compensate affected users directly for breaches of quality-of-service key performance indicators within specified time frames,” Ukoha added.
The commission said the directive reflects a shift toward a more consumer-focused regulatory approach.
“While regulatory fines have traditionally served as a deterrent against poor service delivery, the commission is adopting a more consumer-centric approach that strengthens accountability within the industry,” she said.
The NCC also disclosed that tower companies would be required to reinvest fines and other financial penalties into infrastructure upgrades to improve network quality.
It reiterated its commitment to enforcing operators’ obligations to invest in network resilience, capacity expansion, and infrastructure development to ensure improved service delivery nationwide.