By John Umeh
The Nigerian Communications Commission (NCC) has directed telecommunications operators to compensate customers affected by poor network service, introducing a new consumer-focused approach aimed at improving service quality across the country.
In a statement released on Sunday, the commission, through its Head of Public Affairs, Nnenna Ukoha, said the new directive applies to Mobile Network Operators whose services fall below the approved performance standards in specific areas.
According to the NCC, subscribers impacted by service disruptions will receive compensation in the form of airtime credits. The commission explained that the restitution would be determined using customers’ average usage and their location during the period of service failure.
The regulator stressed that users should not suffer losses when operators fail to meet established Quality of Service benchmarks.
Ukoha noted that the initiative is part of the commission’s broader strategy to strengthen consumer protection while holding telecom operators more accountable for service delivery.
She added that unreliable telecom services negatively affect businesses, daily communication, and overall economic productivity, making it necessary to enforce stricter performance expectations.
The NCC also revealed that infrastructure providers responsible for telecom towers and masts would be required to upgrade facilities and expand capacity to improve network stability.
Furthermore, the commission said revenue generated from penalties imposed on operators would be redirected into improving telecommunications infrastructure and strengthening network resilience.
The new directive, according to the NCC, reflects its commitment to ensuring fairness, transparency, and improved service standards for millions of telecom subscribers nationwide.
