NCC directs Telcos to compensate consumers for poor service quality, QoE

*The Nigerian Communications Commission directs Mobile Network Operators to pay compensations to telecoms consumers in forms of airtime credits, calculated based on subscribers’ average spending pattern, for instances of poor service quality recorded within specified time frames

Isola Moses | ConsumerConnect

Against the backdrop of recent reports of network providers’ relatively poor Quality of Service (QoS), alleged exploitation, and unsatisfactory consumer experience, the Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers.

The NCC said affected telecoms consumers are those whose network quality of service experience is below specified targets within their specific locations.

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Nnenna Ukoha, Head, Public Affairs Department at NCC, who noted this in a statement Sunday, March 29, 2026, said 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 in the ecosystem.

The telecoms sector regulatory Commission said under this directive, erring network operators would compensate affected consumers “directly for breaches of Quality of Service (QoS) Key Performance Indicators (KPIs)”.

The statement also noted that Mobile Network Operators (MNOs) should be required to pay these compensations for instances of poor quality of service recorded within specified time frames.

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The Head of Public Affairs further explained the compensation would be provided in forms of airtime credits, calculated based on subscribers’ average spending patterns and their presence within Local Government Areas (LGAs) where service failures occur.

The NCC said the directive to MNOs was rooted in the Commission’s broader regulatory philosophy that places the consumer at the centre of Nigeria’s telecommunications ecosystem.

Ukoha stated that telecommunications services on modern times, underpins economic activity, social interaction, and access to digital opportunities.

The statement as well indicated when service quality is poor, the consequences affect productivity, commercial activities, and even public confidence in our communications system.

Measures to strengthen service quality monitoring, performance standards

The Commission, in the statement, further explained that as regulatory fines have traditionally served as a deterrent against poor service delivery, the NCC is adopting a more consumer-focused approach that strengthens accountability within the industry.

The telecoms regulator disclosed that it designed this measure to complement existing and ongoing efforts at strengthening service quality monitoring and enforce performance standards.

Further to this directive by the Commission to MNOs on compensation to consumers, the NCC is also mandating Tower Companies, who own the critical infrastructure for Quality of Service delivery, such as masts, to invest in infrastructure with measurable outcomes.

The industry regulator as well with sums that it has fined these companies, in addition to other financial fines, the Commission would deem appropriate.

Ukoha stated that the Commission assured consumers of reinforcing the obligation of operators to invest consistently in network resilience, capacity expansion, and infrastructure upgrades to meet the growing demand for telecommunications services.

The NCC said it would deploy regulatory tools that promote fairness, transparency, and accountability across the sector, ensuring that every subscriber receives the deserved quality of service while sustaining a telecommunications industry capable of powering Nigeria’s digital future.

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