QoS: Telecoms compensation framework to restore consumer confidence, improve accountability –NCC

*Dr. Aminu Maida, Executive Vice-Chairman and CEO, Nigerian Communications Commission, informs media partners the telecoms regulator’s ‘compensation framework’ for poor network services is designed to restore consumer confidence, and improve accountability in the telecoms sector of the economy

Gbenga Kayode | ConsumerConnect

The Nigerian Communications Commission has said its “compensation framework” for poor network services is part of broader reforms intended to restore consumer confidence in the telecoms sector of the economy.

ConsumerConnect reports the NCC said its latest directive to Mobile Network Operators (MNOs) to reimburse affected telecoms subscribers over disruptive network quality is designed to improve accountability in the entire digital ecosystem.

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The telecoms sector regulatory Commission also affirmed that it directed the network operators across the board to compensate subscribers with airtime credits for poor network quality, and unsatisfactory consumer experience.

Maida: MNOs must take responsibility for service lapses

Dr. Aminu Maida, Executive Vice-Chairman and Chief Executive Officer (EVC/CEO) of NCC, noted these at a media breakfast meeting with the media Thursday, April 23, 2026, in Lagos.

Maida said the regulatory issued directive to the MNOs was sequel to verified failures by network operators to meet established minimum Quality of Service (QoS) standards in several locations across the country.

The EVC/CEO of NCC also explained to media professionals: “It is not a refund from the regulator but a compliance obligation placed on service providers.”

Maida said the network operators should bear the full brunt of poor connectivity affecting several millions subscribers, businesses, and organisations.

He equally asserted that operators “must bear full responsibility for service lapses.”

The compensation, the Executive Vice-Chairman stated, specifically covers service failures recorded between November 2025 and January 2026 across multiple network providers in Nigeria.

On measures to track network operators’ compliance with directives

In line with the directive, Maida assured Nigerians, that eligible subscribers would receive airtime credits, accompanied by notifications that explain the cause and value of the compensation.

“Independent checks will confirm that affected subscribers are properly credited,” the EVC/CEO said.

He as well disclosed that sanctions might be imposed on network operators that fail to comply.

The NCC Chief noted the Commission has strengthened its monitoring systems by shifting performance tracking from the state level to the local government to capture the real experience of subscribers better.

Maida said: “This granular approach allows us to pinpoint exact areas and periods of poor service and move beyond general complaints.”

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