Frustrated by dropped calls or slow internet? The NCC says telecom operators now have to pay you back for subpar service.
The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers whose network quality falls below prescribed standards in specific locations. The commission emphasized that consumers should not bear the burden of service disruptions caused by operators’ failures.
Nnenna Ukoha, NCC’s Head of Public Affairs, explained that compensation will be provided as airtime credits, calculated based on a subscriber’s average spending and the Local Government Area where the service failure occurred. This marks a shift from traditional regulatory fines to a more consumer-focused approach, strengthening accountability and fairness in the telecom sector.
“Telecommunications services underpin economic activity, social interactions, and access to digital opportunities,” Ukoha said. “Poor service affects productivity, business operations, and public trust in the system.”
The commission also extended the directive to tower companies, who own critical infrastructure for network delivery, urging them to ensure reliability. NCC stressed that operators must continually invest in network resilience, capacity expansion, and infrastructure upgrades to meet growing demand.
“This initiative complements ongoing efforts to enforce performance standards, promote transparency, and ensure subscribers get the quality service they deserve while supporting Nigeria’s digital future,” Ukoha added.
The NCC’s move comes as part of its broader mission to protect consumers, enhance service quality, and drive a more accountable telecommunications industry.
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