Wednesday, April 8, 2026 - The Nigerian Communications Commission has announced that its directive requiring telecom operators to compensate subscribers for poor service quality will take effect from this month.
In an FAQ released on Tuesday, April 7, the Commission
clarified that the directive applies specifically to Mobile Network Operators
(MNOs) that fail to meet their Quality of Service (QoS) Key Performance
Indicators (KPIs). These include major operators such as MTN, Airtel, Globacom,
and 9mobile, although the NCC did not specify which of them fell short of the
required standards.
The Commission explained that the compensation framework
covers service failures affecting voice calls, data services, and SMS. It also
applies to both individual and corporate subscribers.
According to the NCC, subscribers will qualify for
compensation if they experienced poor network service in an affected Local
Government Area and carried out at least one revenue-generating activity, such
as a billed call, SMS, or data session, during the relevant period.
The regulator emphasized that subscribers do not need to
apply for compensation, as operators are mandated to automatically identify
affected users and provide compensation directly. It added that only service
failures falling below defined thresholds under the QoS Regulations will
qualify, while brief or quickly resolved disruptions may not be eligible.
The NCC also noted that a separate compensation framework
already exists for Internet Service Providers (ISPs). The directive was earlier
announced in a statement by the Commission’s Head of Public Affairs, Nnenna
Ukoha, as part of efforts to prioritise consumer protection within Nigeria’s
telecommunications sector.
The Commission highlighted the critical role of telecom
services in economic activity, communication, and access to digital
opportunities, noting that poor service quality can negatively impact
productivity, business operations, and public confidence.
It added that the compensation policy complements existing
regulatory measures aimed at monitoring service delivery and enforcing
performance standards across the industry.
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