- The Nigerian Communications Commission has ordered telecom operators to compensate subscribers for poor network service
- The compensation will be issued as airtime credits based on users’ average spending and affected locations
- The directive targets areas where network quality falls below regulatory standards
The Nigerian Communications Commission has directed telecom operators to compensate subscribers experiencing poor network services in affected areas across the country.
In a statement released on Sunday, March 29, the Commission’s Head of Public Affairs, Nnenna Ukoha, disclosed that users impacted by substandard network quality will receive airtime credits.
The compensation, she noted, will be calculated based on individual spending patterns and users’ presence in specific local government areas where service disruptions occur.
“Subscribers should not be made to bear the full burden of service disruptions where operators fail to meet prescribed standards of service delivery.
“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,” the commission said.
The NCC stated that the directive aligns with its broader consumer-focused regulatory approach, which prioritises subscribers within Nigeria’s telecommunications ecosystem.
“Telecommunications services today underpin 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,” the statement read.
As part of the directive, the regulator also instructed tower companies responsible for critical infrastructure such as masts to channel fines imposed on them into tangible infrastructure upgrades.
“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,” it said.
The NCC further emphasised its commitment to strengthening accountability and transparency in the sector, ensuring improved service delivery for subscribers nationwide.
“Further to this directive, the commission is also mandating Tower Companies 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 statement concluded.