The Nigerian Communications Commission (NCC) has directed mobile network operators across Nigeria to compensate subscribers who experience poor network service, as part of efforts to strengthen consumer protection in the telecommunications sector.
The directive affects major telecom providers including MTN Nigeria, Airtel Nigeria, and Globacom, as well as 9mobile (formerly known as Etisalat Nigeria).
In a statement issued on Sunday by the Commission’s Head of Public Affairs, Nnenna Ukoha, the NCC said the move was aimed at ensuring that telecom subscribers are not made to bear the consequences of service failures when operators fall short of required performance standards.
According to the Commission, telecom operators found to have breached Quality of Service (QoS) Key Performance Indicators (KPIs) will be required to directly compensate affected subscribers.
“The Commission’s position is that subscribers should not be made to bear the full burden of service disruptions where operators fail to meet prescribed standards of service delivery,” the statement said.
The NCC explained that compensation will be provided in the form of airtime credits to affected users.
It noted that the credits would be calculated based on subscribers’ average usage patterns and their presence in specific Local Government Areas where service failures are recorded within defined timeframes.
The regulator said the new policy reflects a shift toward a more consumer-focused regulatory approach in the telecommunications industry, moving beyond traditional financial penalties to ensure that telecom users receive direct relief for poor service delivery.
The Commission stressed that telecommunications services remain critical to Nigeria’s economy, affecting business productivity, social interaction, and access to digital opportunities.
It warned that persistent poor service delivery could undermine public confidence and disrupt economic activities across the country.
“While regulatory fines have traditionally served as a deterrent against poor service delivery, the Commission is adopting a more consumer-focused approach that strengthens accountability within the industry,” the NCC added.
In addition to sanctions against telecom operators, the Commission also extended its directive to tower companies responsible for telecommunications infrastructure such as masts.
The NCC said fines imposed on these infrastructure providers must be reinvested into improving network facilities, with measurable outcomes aimed at enhancing service quality nationwide.
The Commission further pledged to enforce compliance by ensuring operators invest in network resilience, expand capacity, and upgrade infrastructure to meet Nigeria’s growing demand for telecommunications services.
The directive comes amid growing complaints from telecom users over frequent network disruptions, dropped calls, and slow internet services in major cities across the country.
Many subscribers have recently reported persistent issues such as call failures, fluctuating signals, network congestion, unexplained data depletion, and illegal deductions despite rising tariffs.
Consumer advocacy groups have also raised concerns about connection failures, incomplete calls, and billing irregularities, with several operators reportedly failing to meet industry service benchmarks in multiple states.
Industry observers say poor network performance has remained one of the most common grievances among telecom subscribers in Nigeria, alongside failed digital transactions and data billing disputes.
The situation has prompted stronger regulatory actions in recent months.
The NCC had earlier moved to impose about ₦12.4 billion in fines on telecom operators over persistent service failures and non-compliance with established quality standards.
Experts attribute the worsening service quality to factors such as infrastructure deficits, increasing network congestion, unreliable power supply, and interference from illegal signal boosters, which regulators say have significantly degraded network performance in some areas.
Despite claims by telecom companies that they are investing heavily in network expansion and upgrades, many Nigerians say the quality of service has continued to deteriorate.
The latest directive by the NCC is therefore seen as a response to mounting public frustration, signalling a stronger regulatory push to ensure telecom operators deliver reliable services and compensate consumers when they fail to meet expected standards.