The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers whose network quality of service experience is below specified targets within specific locations.
The Commission gave the directive in a press release, 2026/Vol. 1/No.7, by its Head, Public Affairs Department, Nnenna Ukoha.
NCC stated that its position is that subscribers should not be made to bear the full burden of service disruptions where operators failed to meet prescribed standards of service delivery.
“Under this directive, erring MNOs will compensate affected users directly for breaches of Quality of Service (QoS) Key Performance Indicators (KPIs).
“Mobile Network Operators (MNOs) shall be required to pay these compensations for instances of poor quality of service recorded within specified time frames.
“The compensation will be provided in the form of airtime credits, calculated based on subscribers’ average spending patterns and their presence within local government areas where service failures occur,” it was stated in the release.
NCC stated that the directive was rooted in its broader regulatory philosophy that placed the consumer at the centre of the telecommunications ecosystem in Nigeria.
“Telecommunications services today underpins economic activity, social interaction, and access to digital opportunities.
“When service quality is poor, the consequences affect productivity, commercial activities, and even public confidence in our communications system,” it added.
Noting that regulatory fines have traditionally served as a deterrent against poor service delivery, the Commission stated that it was adopting a more consumer-focused approach to strengthen accountability within the industry.
It added that the measure was designed to complement existing and ongoing efforts to strengthen service quality monitoring and enforce performance standards.
Apart from the directive to MNOs on compensation to consumers, NCC is also mandating tower companies who own the critical infrastructure for Quality of Service delivery, such as masts, to invest in infrastructure with measurable outcomes, using sums that it has fined these companies, in addition to other financial fines the Commission will deem appropriate.
“The Commission will continue to reinforce the obligation of operators to invest consistently in network resilience, capacity expansion, and infrastructure upgrades to meet the growing demand for telecommunications services.
“At the same time, it will deploy regulatory tools that promote fairness, transparency, and accountability across the sector, ensuring that every subscriber receives the quality of service they deserve while sustaining a telecommunications industry capable of powering Nigeria’s digital future,” it was further stated in the release.
