The Nigerian Communications Commission (NCC) has ordered telecom licensees in Nigeria to inform consumers of major service outages on their networks through media channels.
It further instructed that they should state the cause(s) of the service interruption, and the area(s) affected by the service interruption/outage, as well as the time that would be taken to restore service.
As stated in a press statement, 2025/Vol. 3/No.3, on Sunday, by the NCC Acting Head, Public Affairs, Mrs Nnenna Ukoha, consumers must also be informed one week in advance where operators have planned service outages.
This development, contained in the “Directive on Reportage of Major Network Outages by Mobile Network Operators (MNOs),” is part of the Commission’s drive to ensure timely resolution of outages, enhance quality of experience for telecom consumers, and keep consumers informed.
According to the Directive, MNOs, Internet Service Providers (ISPs) and other operators that provide last mile services will also provide proportional compensation.
Such compensation included extension of validity, as may be applicable and in line with the provisions of the Consumer Code of Practice Regulations, where any major network outage continues for more than 24 hours.
The Directive listed three types of major outages: “Any network operational condition such as fibre cut due to construction/access issues/theft & vandalism and force majeure that impacts five per cent or more of the affected operator’s subscriber base or five or more local government areas;
“Having an occasion of unplanned outage of, or complete isolation of network resources in 100 or more sites or five per cent of the total number of sites (whichever is less) or one cluster that lasts for 30 minutes or more; and
“Lastly, any form of outage that can degrade network quality in the top 10 states based on traffic volume as specified by the Commission from time to time.”
In furtherance of this, NCC “further directed that all major outages are to be reported by operators through the Commission’s Major Outage Reporting Portal, which is accessible to the public through the Commission’s website, www.ncc.gov.ng.
“The portal additionally discloses the identity of the culprit responsible for the disruption.”
NCC Director, Technical Standards and Network Integrity, Edoyemi Ogor commented on the Directive and the Major Outage Reporting Portal.
He stated: “The Commission has trialled the reporting process and portal with operators for some months now before issuing the directive.
“By providing consumers and stakeholders in the telecommunications industry with timely and transparent information on network outages, we are entrenching a culture of accountability and transparency.
“This approach also ensures that culprits are held responsible for sabotage to telecommunications infrastructure.
“This also aligns with our broader commitment to the effective implementation of the Executive Order signed by President Bola Ahmed Tinubu, which designates telecommunications infrastructure as Critical National Information Infrastructure (CNII).
“It reinforces the need to safeguard these assets, given their centrality to national security, economic stability, and the everyday lives of Nigerians.”
