The NCC ordered telecom companies to compensate customers with airtime for poor service

The Nigerian Communications Commission (NCC) has directed telecom operators to compensate customers for poor network quality through airtime credits under a nationwide strengthened regulatory enforcement framework.

The move is part of a new effort to improve service delivery, protect consumers, and hold carriers accountable for persistent declines in network performance across the country.

Executive Deputy Chairman, Dr. Aminu Maida, gave the directive during a media breakfast event, Thursday.

Maida said the directive followed the operator’s failure to meet minimum service quality standards set at several locations.

He said: “This is not a refund from the regulator but a compliance obligation imposed on service providers,” he said, stressing that operators must bear full responsibility.

The NCC chairman explained that this framework relies on detailed monitoring at the local government level and allows the commission to pinpoint areas and periods of poor service delivery.

This detailed approach, he said, allows regulators to move beyond general complaints and focus on measurable, location-specific service deficiencies that impact customers.

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According to him, the compensation specifically covers service failures recorded between November 2025 and January 2026 at several network providers.

“Eligible customers will receive an airtime credit with a notification explaining the cause and amount of compensation,” it added.

He stated that notifications would increase transparency and help users understand why compensation was applied to their accounts.

Maida noted that the commission has significantly strengthened its monitoring systems to capture location-specific service performance data in real-time.