The NCC mandates telecommunications companies to compensate users for poor network quality

The Nigerian Communications Commission (NCC) has directed Mobile Network Operators across the country to compensate customers who experience substandard network services.

The directive, announced in a statement on Sunday by the Commission’s Head of Public Affairs, Nnenna Ukoha, requires affected users to receive airtime credits when the quality of service falls below agreed benchmarks.

According to the NCC, compensation will be calculated based on customers’ average usage and their location in the local government areas affected by the network disruption.

“Customers should not be fully burdened for service interruptions when operators fail to meet specified service delivery standards.

“Compensation will be provided in the form of credits, calculated based on customers’ average spending patterns and their presence in the local government area where the service failure occurred,” the commission said.

The regulator explained that the move is in line with its consumer-centric approach, which prioritizes customer interests in the Nigerian telecommunications space.

“Today’s telecommunications services support economic activity, social interaction and access to digital opportunities. When service quality is poor, the consequences affect productivity, commercial activity and even public trust in our communications systems,” the statement said.

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In addition to the directive to telecom operators, the NCC also issued new instructions to tower companies responsible for key infrastructure such as telecom poles, requiring them to reinvest fines imposed on them for real network improvements.

“This commission will continue to strengthen operators’ obligations to consistently invest in network resilience, capacity expansion and infrastructure improvements to meet the increasing demand for telecommunications services,” he said.

The Commission reaffirms its commitment to strengthening oversight and ensuring fairness, transparency and accountability in the sector so that consumers receive improved quality of service.

“Further to this directive, the commission also mandates the Tower Companies to invest in infrastructure with measurable results using the amounts that have been fined to these companies, in addition to other financial penalties deemed appropriate by the commission,” the statement concluded.