NCC Orders Telecom Operators to Compensate Users for Poor Network Service

The Nigerian Communications Commission (NCC) has directed mobile network operators in Nigeria to compensate subscribers experiencing poor service quality in affected areas.

This was disclosed in a statement by the Commission’s Head of Public Affairs, Nnenna Ukoha, as part of efforts to enhance consumer protection and hold service providers accountable.

According to the NCC, subscribers impacted by substandard network performance will receive compensation in the form of airtime credits. The directive applies to areas where operators fail to meet established Quality of Service (QoS) standards.

The Commission explained that compensation will be based on users’ average spending patterns and their location within affected Local Government Areas. It also noted that operators found to have breached key performance indicators will be required to compensate customers directly.

In addition, tower companies have been instructed to reinvest any fines imposed on them into infrastructure upgrades, particularly in areas such as telecom masts that directly impact service delivery.

The NCC emphasized that the initiative is part of a broader strategy to prioritise consumers within Nigeria’s telecommunications sector. It highlighted the importance of reliable telecom services for economic activities, communication, and access to digital opportunities.

The regulator warned that poor network quality—such as dropped calls and slow internet speeds—continues to affect productivity and public confidence.

To address these issues, the NCC introduced stricter Quality of Service regulations in 2024, setting clear benchmarks for operators. These include targets for call success rates, reduced call drops, and improved network capacity.

Under the updated framework, operators face penalties starting from about ?5 million per violation, with additional daily fines for ongoing breaches. The Commission has also indicated that telecom companies could face cumulative penalties running into billions of naira due to repeated infractions.

The NCC reaffirmed its commitment to enforcing compliance and ensuring that operators invest in stronger, more reliable network infrastructure to meet growing demand.