The Nigerian Communications Commission (NCC) has directed telecom operators in Nigeria to compensate subscribers who experience poor network service.
The Commission said Mobile Network Operators (MNOs) must provide compensation whenever their services fall below the required Quality of Service (QoS) standards in any location.
According to the NCC, subscribers should not bear the full burden when telecom companies fail to deliver reliable network services.
Under the new directive, affected customers will receive compensation in the form of airtime credits. The airtime will be calculated based on the subscriber’s average spending and whether they were in the affected Local Government Area where the network failure occurred.
The Commission explained that the move is part of its effort to protect consumers and improve service delivery in Nigeria’s telecommunications sector.
It noted that telecom services play a major role in business activities, communication, and access to digital services across the country. Poor network quality, the NCC said, can affect productivity and reduce public confidence in the telecom system.
Click HERE to read more trending stories
The regulator added that while telecom operators have previously been fined for poor service delivery, the new policy ensures that subscribers also benefit directly whenever operators fail to meet service standards.
The Commission also said tower companies responsible for telecom infrastructure such as masts will be required to invest more in improving network infrastructure. Funds from regulatory fines will be used to support such improvements.
The NCC reaffirmed its commitment to ensuring telecom companies expand network capacity, strengthen infrastructure, and provide better services for millions of subscribers in Nigeria.
The statement was signed by Nnenna Ukoha, Head of Public Affairs Department at the NCC, on March 29, 2026.
