NCC Orders Telecom Operators to Compensate Subscribers for Poor Network Services

The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers experiencing poor quality network services below prescribed standards in specific locations.

In a press statement signed by the Head of Public Affairs Department, Nnenna Ukoha, on March 29, 2026, the Commission emphasised that consumers should not bear the burden of service failures resulting from operators’ inability to meet established Quality of Service (QoS) benchmarks.

Under the directive, telecom operators found to have breached QoS Key Performance Indicators (KPIs) will be required to compensate affected subscribers directly. The compensation will apply to instances of poor service recorded within defined timeframes and locations.

According to the Commission, compensation will be issued in the form of airtime credits, calculated based on subscribers’ average usage patterns and their presence within the affected Local Government Areas.

The NCC noted that the directive aligns with its consumer-centric regulatory framework, which places subscribers at the core of Nigeria’s telecommunications ecosystem. It stressed that reliable telecom services are critical to economic productivity, social engagement, and access to digital opportunities, warning that poor service quality undermines business activities and public confidence.

While regulatory fines have traditionally served as deterrents, the Commission stated that the new approach introduces a more direct, consumer-focused accountability mechanism within the industry.

The measure is also designed to complement ongoing regulatory efforts to enhance service quality monitoring and enforce compliance with performance standards.

In addition, the Commission has mandated tower companies responsible for critical telecom infrastructure—such as masts—to reinvest fines imposed on them into infrastructure upgrades with measurable outcomes. The NCC said this is in addition to other financial penalties that may be applied.

The Commission reiterated its commitment to ensuring that operators continue to invest in network resilience, expand capacity, and upgrade infrastructure to meet increasing demand.

It added that it will continue to deploy regulatory tools aimed at promoting fairness, transparency, and accountability across the sector, while ensuring that subscribers receive the quality of service they deserve and that the telecommunications industry remains robust enough to support Nigeria’s digital future.

For further inquiries, the Commission advised stakeholders to contact the Head, Public Affairs Department, Nigerian Communications Commission, Plot 423 Aguiyi-Ironsi Street, Maitama, Abuja, via email at nukoha@ncc.gov.ng or telephone +234-8094555357.