Abuja, Nigeria – The Nigerian Communications Commission (NCC) has directed mobile network operators to compensate subscribers in areas where service quality falls below prescribed standards.
The regulator said affected users will receive airtime credits based on their average spending patterns.
Okay News reports that the directive, announced by NCC Head of Public Affairs Nnenna Ukoha, requires operators to compensate customers directly for breaches of Quality of Service indicators. The Commission emphasized that subscribers should not bear the burden of service disruptions when operators fail to meet performance benchmarks.
The NCC also mandated tower companies to reinvest fines into infrastructure improvements to strengthen service delivery. The regulator explained that poor network quality undermines productivity, commercial activity, and public confidence in Nigeria’s communications system.
The directive forms part of broader efforts to enforce compliance with Quality of Service regulations introduced in 2024. These rules set strict thresholds for call drop rates, call setup success rates, and congestion levels, with penalties starting at about 5 million naira (approximately 3,700 US dollars) per infraction. Earlier this year, telecom operators faced potential penalties of 12.4 billion naira (about 9.2 million US dollars) for multiple breaches.
The Commission said it will continue to monitor service quality and enforce compliance, requiring operators to expand capacity and upgrade infrastructure to meet growing demand. It added that consumer protection remains central to Nigeria’s telecommunications policy.
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