Telecoms Subscribers to Enjoy Compensation for Service Disruption - NCC

The Nigerian Communications Commission, NCC, has directed Mobile Network Operators in the country to compensate subscribers for service disruptions. The directive was announced in a statement issued the NCC’s Head of Public Affairs, NNENNA UKOHA, in a move that marks a shift from the imposition of fines to direct consumer restitution. According to the statement, the NCC said the directive targets operators whose network performance falls below established standards in specific locations. NNENNA UKOHA explained that compensation would be triggered when service quality fails to meet prescribed Quality of Service Key Performance Indicators, with affected subscribers receiving airtime credits. UKOHA noted that the compensation would be calculated based on users’ average spending and their presence within areas where service disruptions occurred. She noted that: “The Commission’s position is that subscribers should not bear the full burden of service disruptions where operators fail to meet prescribed standards”. NNENNA UKOHA further said that the policy is part of broader efforts to prioritise consumer protection while strengthening accountability across the telecommunications sector. The NCC spokeswoman noted that poor service delivery has far-reaching consequences, affecting productivity, business activities, and public confidence in the communications system. The NCC further disclosed that tower companies responsible for critical infrastructure such as masts would also be required to invest in upgrades and improvements to enhance service delivery. It said funds generated from regulatory fines, the NCC said, would be reinvested to boost network resilience and expand capacity in line with growing demand.