The Nigerian Communications Commission (NCC) has announced that its directive mandating telecom operators to compensate subscribers for poor quality of service takes effect from April 2026.
In a Frequently Asked Questions (FAQ) document released on Tuesday, the Commission clarified that the directive applies specifically to Mobile Network Operators (MNOs) that fail to meet the prescribed Key Performance Indicators (KPIs) for service quality. It noted that a separate compensation framework already exists for Internet Service Providers (ISPs).
The NCC did not disclose which of the major operators—MTN, Airtel, Globacom, and 9mobile—have fallen short of the Quality of Service (QoS) benchmarks.
According to the regulator, the compensation will cover service deficiencies affecting voice calls, data services, and SMS delivery.
To qualify for compensation, subscribers must have experienced poor network service within an affected Local Government Area and must have carried out at least one revenue-generating activity—such as a billed call, SMS, or data session—during the specified period.
The Commission emphasized that both individual and corporate subscribers are eligible under the framework. It also clarified that compensation will be automatic, with operators required to identify affected users and provide redress without the need for formal applications.
“Only service failures that fall below the defined thresholds set by the Quality of Service Regulations will qualify for compensation,” the NCC stated, adding that brief or isolated disruptions that are quickly resolved may not be considered.
The directive follows an earlier announcement by the Commission, conveyed through its Head of Public Affairs, Nnenna Ukoha, instructing telecom operators to compensate subscribers in areas where network performance does not meet established standards.
The NCC explained that the policy forms part of a broader regulatory effort to strengthen consumer protection and place users at the centre of Nigeria’s telecommunications ecosystem. It underscored the critical role of telecom services in driving economic activities, enabling social interaction, and expanding access to digital opportunities.
The Commission further noted that poor service quality can negatively impact productivity, business operations, and public confidence in the communications sector. It added that the compensation framework is intended to complement existing monitoring and enforcement mechanisms aimed at ensuring compliance with industry standards.
