The Nigerian Communications Commission (NCC) has confirmed that its new directive compelling telecom operators to compensate customers for poor service will take effect this month.
In a Frequently Asked Questions (FAQ) document released on Tuesday, April 7, the regulator stated that the policy targets Mobile Network Operators (MNOs) that fail to meet established Quality of Service (QoS) Key Performance Indicators (KPIs). Major operators such as MTN, Airtel, Globacom, and 9mobile fall under this framework, although the Commission did not name any specific provider that has breached the standards.
According to the NCC, the compensation scheme covers service disruptions affecting voice calls, data usage, and SMS, and applies to both individual and corporate subscribers.
To qualify, customers must have experienced poor network service within a specific Local Government Area and must have carried out at least one billable activity—such as making a call, sending a text message, or using mobile data—during the affected period.
The Commission stressed that subscribers will not be required to submit claims. Instead, telecom operators are obligated to automatically identify impacted users and issue compensation accordingly. However, only service failures that fall below the thresholds defined in the QoS Regulations will be eligible, meaning minor or quickly resolved disruptions may not qualify.
The NCC also clarified that a separate compensation structure already exists for Internet Service Providers (ISPs).
The directive, earlier announced by the Commission’s Head of Public Affairs, Nnenna Ukoha, is part of broader efforts to strengthen consumer protection in Nigeria’s telecommunications sector.
Highlighting the importance of reliable telecom services, the Commission noted that poor network performance can disrupt economic activities, affect business operations, and erode public trust. It added that the compensation policy is designed to complement existing regulatory measures aimed at improving service delivery and enforcing industry standards.
