NCC Mandates Service Providers to Compensate Subscribers for Poor Network
Nigeria, March 30, 2026
The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers who experience poor network service below approved Quality of Service standards.
According to the directive, compensation will primarily take the form of airtime credits, calculated based on subscribers’ average spending and their presence in affected Local Government Areas where service disruptions occur.
In a statement issued by Nnena Ukoha, the Commission emphasized that consumers should not bear the burden of service failures when operators fall short of required performance benchmarks.
The NCC noted that the move reflects its consumer-focused regulatory approach aimed at strengthening accountability within the telecommunications sector. It highlighted the critical role telecom services play in powering economic activities, enabling social interaction, and providing access to digital opportunities. Poor service quality, the Commission warned, can negatively impact productivity and commercial operations.
In addition, tower companies responsible for providing key infrastructure for Quality of Service delivery have been mandated to reinvest fines into critical infrastructure upgrades, such as telecom masts, with clear and measurable improvements in service delivery.
The Commission further stressed that sustained investment in network resilience, capacity expansion, and infrastructure development remains essential for delivering reliable telecom services and supporting Nigeria’s growing digital economy.
