The Nigerian Communications Commission (NCC) has ordered mobile network operators to compensate subscribers in areas where network quality falls below approved standards.

The directive was disclosed in a statement by the Commission’s Head of Public Affairs, Nnenna Ukoha.

The NCC said the move is part of efforts to strengthen consumer protection and ensure that users do not bear the burden of poor service delivery. Affected subscribers will receive compensation in the form of airtime credits, calculated based on their average spending patterns and presence in the affected Local Government Areas (LGAs).

“The Nigerian Communications Commission has directed mobile network operators to provide compensation to subscribers whose network quality of service experience is below specified targets within specific locations,” the statement read.

The Commission noted that operators failing to meet Quality of Service (QoS) Key Performance Indicators (KPIs) will compensate users directly for breaches. In addition, tower companies are instructed to reinvest fines into infrastructure improvements, particularly in areas that affect service quality, such as telecom masts.

According to the regulator, the directive is part of a broader strategy to place consumers at the centre of Nigeria’s telecommunications ecosystem. It stressed that telecom services are critical for economic activities, social interaction, and access to digital opportunities, warning that poor service quality can negatively impact productivity, business operations, and public confidence.

The NCC further stated that it will continue to enforce compliance, ensuring that operators invest in network resilience, expand capacity, and upgrade infrastructure to meet growing demand.

Nigeria’s telecom sector has faced persistent complaints over poor network performance, including dropped calls and slow data speeds. In response, the NCC introduced new Quality of Service regulations in 2024, setting strict benchmarks for call drop rates, call setup success rates, and network congestion levels.

Under the new rules, operators face penalties starting from ₦5 million per infraction, with additional daily fines for continued breaches. Earlier this year, the Commission indicated that telecom operators could face cumulative fines of ₦12.4 billion for multiple violations, marking one of the most rigorous enforcement drives in recent years.