Big Win For Nigerians! Nigerian Communications Commission Orders Telcos To Pay For Poor Service

The Nigerian Communications Commission has instructed Mobile Network Operators (MNOs) to compensate subscribers who experience poor network service in areas where performance falls below approved standards.....KINDLY READ THE FULL STORY HERE▶

The Commission emphasized that customers should not bear the full impact of service disruptions when telecom operators fail to meet required quality benchmarks.

This directive was disclosed in a statement issued on Sunday by the NCC’s Head of Public Affairs, Nnenna Ukoha. According to her, operators that fall short of Quality of Service (QoS) Key Performance Indicators (KPIs) will be required to directly compensate affected users.

She noted that the move is part of broader efforts to improve service monitoring and ensure stricter compliance with performance standards across the industry.

In addition, the NCC has directed tower companies—responsible for key infrastructure such as masts—to invest more in facilities that can deliver measurable improvements in service quality.

Under the new policy, compensation will be issued in the form of airtime credits, calculated based on users’ average spending and their presence in affected Local Government Areas during service outages.

The Commission explained that the directive reflects its consumer-focused approach, stressing the importance of reliable telecom services for economic activities, communication, and access to digital opportunities.

While regulatory fines have traditionally been used to penalize poor service, the NCC said this new approach prioritizes direct relief for consumers while holding operators more accountable.

It added that the policy will work alongside existing measures aimed at strengthening network performance and enforcing standards, while also ensuring that telecom companies continue to invest in infrastructure, expand capacity, and improve service delivery nationwide.