- NCC Orders Telcos To Compensate Subscribers Over Poor Network Service
- Subscribers to receive airtime credits for service failures
- Tower firms ordered to invest in infrastructure improvements
The Nigerian Communications Commission has directed Mobile Network Operators to compensate subscribers who experience poor network quality in areas where service falls below approved standards.
The commission said consumers should not bear the full impact of service disruptions when operators fail to meet required performance levels.
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EKO HOT BLOG reports that in a statement issued on Sunday by the Head of Public Affairs, Nnenna Ukoha, the regulator said affected subscribers would receive compensation directly from erring operators for breaches of Quality of Service Key Performance Indicators.
According to the NCC, the compensation will be provided in the form of airtime credits, calculated based on subscribers’ average usage and their presence in affected Local Government Areas.
“Mobile Network Operators shall be required to pay these compensations for instances of poor quality of service recorded within specified time frames.
“The compensation will be provided in the form of airtime credits, calculated based on subscribers’ average spending patterns and their presence within Local Government Areas where service failures occur,” the statement said.
The commission explained that the directive is part of efforts to strengthen monitoring and enforcement of service quality standards across the telecommunications sector.
It added that the policy reflects its commitment to placing consumers at the centre of Nigeria’s telecom ecosystem.
“Telecommunications services today underpins economic activity, social interaction, and access to digital opportunities. When service quality is poor, the consequences affect productivity, commercial activities, and even public confidence,” the NCC stated.
The regulator also directed Tower Companies to invest in infrastructure such as masts using funds derived from regulatory fines.
It said the move is aimed at improving network resilience, expanding capacity and ensuring sustainable service delivery nationwide.
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