The Nigerian Communications Commission (NCC) says its directive requiring telecom operators to compensate subscribers for poor service will take effect this month.
In a clarification released Tuesday, the regulator explained that only Mobile Network Operators (MNOs) that fail to meet Quality of Service (QoS) standards will be affected. It added that a separate compensation framework already exists for Internet Service Providers.
The NCC did not name any of the major operators—MTN, Airtel, Globacom, or 9mobile—as falling short of the required benchmarks.
The compensation applies to disruptions affecting voice calls, data, or SMS services.
“You may be qualified if: You experienced poor network service in an affected Local Government Area; and “You made at least one outgoing revenue-generating event (billed call, SMS, or data session) during the relevant period.”
The commission said both individual and corporate subscribers are eligible and clarified that compensation will be processed automatically.
“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 issued by the NCC will qualify for compensation.
“Short, isolated interruptions and immediately remedied interruptions may not qualify,” the telecom regulator noted.
The directive follows an earlier announcement by the NCC aimed at improving service delivery and strengthening consumer protection in Nigeria’s telecom sector.
“When service quality is poor, the consequences affect productivity, commercial activities, and even public confidence in our communications system,” the Commission stated
