The Nigerian Communications Commission has announced that its directive requiring telecommunications operators to compensate subscribers for poor service quality will be enforced starting this month.
The Commission shared this information in a Frequently Asked Questions document released on Tuesday, explaining how the compensation framework will operate and which subscribers are eligible.
According to the NCC, the directive targets Mobile Network Operators that fail to meet the required Key Performance Indicators for Quality of Service. These include major providers such as MTN Nigeria, Airtel Nigeria, Globacom, and 9mobile, although the Commission did not specify which operators fell short of the standards.
The NCC noted that a separate compensation system is already in place for Internet Service Providers.
Under the new directive, compensation will cover service interruptions affecting voice calls, data services, and SMS. To qualify, subscribers must have experienced poor network service in an affected Local Government Area and must have carried out at least one revenue-generating activity—such as a billed call, SMS, or data session—during the period in question.
The Commission added that both individual and corporate subscribers are eligible for compensation.
Importantly, the NCC emphasized that subscribers will not need to apply for compensation. Telecom operators are required to automatically identify affected customers and provide compensation directly.
“The compensation framework will take effect from April 2026.
“No. The directive does not replace existing consumer protection mechanisms. It adds a direct compensation mechanism for affected subscribers. It aligns with measures set in existing legislation, such as the Consumer Code of Practice Regulations 2024 and the Quality of Service Regulations 2024,” the NCC stated.
“Operators are required and mandated to identify affected subscribers and provide compensation directly. Only service failures that fall below the defined thresholds set by the Quality of Service Regulations will qualify,” the regulator added.
However, the NCC clarified that minor or short-lived network disruptions that are quickly resolved may not meet the threshold for compensation.
This initiative is part of the NCC’s broader effort to enhance service delivery and ensure telecom operators are held accountable for consistent network performance nationwide.