The Nigerian Communications Commission (NCC) has issued a firm directive to mobile network operators, mandating them to compensate subscribers directly for poor service delivery. This new approach marks a significant departure from the era of heavy regulatory fines, shifting the focus toward immediate restitution for the everyday consumer.
According to a statement released on Sunday by the commission’s Head of Public Affairs, Nnenna Ukoha, the directive specifically targets telecommunications companies whose network performance consistently falls below the required benchmarks in certain areas. Under the new rules, when service quality fails to meet established key performance indicators, affected users will be entitled to airtime credits as a form of reimbursement. Reports reaching Reports indicate that these compensations will be calculated based on a subscriber’s average spending and their location during the period of disruption.
Nnenna Ukoha explained that the commission’s stance is rooted in fairness, noting that subscribers should not have to carry the burden of network failures when operators fall short of their obligations. This policy is part of a larger strategy to put consumer protection first while holding service providers more accountable for the quality of the connections they offer.
The NCC further highlighted that unreliable service has a ripple effect on the economy, damaging productivity, disrupting business operations, and eroding public trust in the country’s digital infrastructure. To address the root causes of these outages, the commission revealed that tower companies responsible for masts and other critical hardware will also be required to step up their investments in infrastructure upgrades.
In a bid to ensure long-term improvements, the regulator noted that funds collected from any remaining regulatory fines will be reinvested into the industry. This money is expected to bolster network resilience and expand capacity to keep up with the country’s growing demand for data and voice services. Through this directive, the NCC is doubling down on its commitment to transparency and ensuring that Nigerians receive the reliable and consistent service they pay for.
