The Nigerian Communications Commission (NCC) has directed Mobile Network Operators-MNOs to compensate subscribers who experience poor network service below approved Quality of Service standards. This will be mainly in the form of airtime credits based on subscribers’ average spending and their presence in Local Government Areas where service disruptions occur.
In a statement by Nnena Ukoha, Head of Public Affairs the Commission emphasizes that consumers should not bear the burden of service failures when operators fall short of required performance benchmarks.
The NCC says the move reflects its consumer-focused regulatory approach aimed at improving accountability across the telecom sector as Telecommunications service these days power economic activity, social interaction and access to digital opportunities. So, when service quality is poor, productivity and commercial activities are affected.
Tower companies who own the critical infrastructure for Quality of Service delivery are also mandated to reinvest fines into critical infrastructure upgrades, such as masts, with measurable service improvements.
The Commission further maintains that sustained investment in network resilience, capacity expansion, and infrastructure development is essential in delivering reliable telecom services and supporting Nigeria’s growing digital economy.
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