The Nigerian Communications Commission has directed Mobile Network Operators to compensate subscribers who experience poor network service quality in specific locations. The Commission stated that users should not bear the full impact of service disruptions when operators fail to meet required standards.
According to the directive, telecom operators that fall short of Quality of Service (QoS) benchmarks will be required to compensate affected subscribers directly for such lapses. The NCC explained that compensation will apply to cases where poor service quality is recorded within defined time periods and locations. Telecom subscribers have welcomed the move but are seeking clarity on how the directive will be implemented.
The reaction came through the Association of Telephone, Cable TV, and Internet Subscribers of Nigeria, which acknowledged that poor QoS remains a major issue in the sector. President of the group, Sina Bilesanmi, said the development is positive but raised concerns about enforcement, referencing past directives under Ernest Ndukwe that mandated operators like MTN Nigeria and Airtel Nigeria (formerly Celtel) to compensate subscribers for poor service.
She noted that while such measures were introduced previously, enforcement challenges remained despite resistance from operators. The NCC also revealed that compensation will come in the form of airtime credits, calculated based on users’ average spending and their presence in affected Local Government Areas.
The Commission said the directive aligns with its consumer-focused regulatory approach, which prioritises user experience within Nigeria’s telecommunications ecosystem. It emphasised that poor telecom service affects economic activities, social interaction, and public confidence in the communications system.
While fines have traditionally been used to sanction operators, the NCC said it is shifting towards measures that directly benefit consumers and improve accountability. In addition, the Commission has directed tower companies responsible for telecom infrastructure, such as masts, to reinvest funds from fines into improving network quality.
The NCC reiterated that operators must continue investing in network resilience, capacity expansion, and infrastructure upgrades to meet increasing demand. It added that it will keep deploying regulatory measures that ensure fairness, transparency, and accountability, while supporting the growth of Nigeria’s digital economy.
Source: https://thenationonlineng.net/
