NCC unveils eligibility criteria as telecoms consumers’ compensation for poor services begins

*The Nigerian Communications Commission affirms the directive to Mobile Network Operators on compensation for telecoms consumers takes effect from April 2026, highlighting a number of eligibility criteria for reimbursement

Gbenga Kayode | ConsumerConnect

Following its recent directive to Mobile Network Operators (MNOs) to compensate telecoms consumers over poor services, the Nigerian Communications Commission (NCC) has said that the directive will take effect from April 2026.

ConsumerConnect reports the NCC, in a Frequently Asked Questions (FAQs) for subscribers released Tuesday, April 7, offered more details on the directive, and the category of subscribers that would get compensated.

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Recently, Mrs. Nnenna Ukoha, Head of Public Affairs of the Commission, in a statement, said the NCC had directed the MNOs to compensate subscribers in areas where network quality falls below prescribed standards.

Ukoha stated the NCC’s directive is part of its broader regulatory approach aimed at placing consumers at the “centre of Nigeria’s telecommunications” ecosystem.

The telecoms sector regulatory Commission, in the fresh communication however, emphasised that the directive applies only to Mobile Network Operators that have failed to meet their Key Performance Indicators (KPIs) on Quality of Service (QoS) to subscribers in the digital ecosystem.

Compensation, the Commission stated, covers service failures affecting voice, data, or SMS services in the telecoms environment.

The NCC further confirmed that a compensation framework is already in place for Internet Service Providers (ISPs) operating in the country.

It is, however, observed that the industry regulator did not disclose which of the MNOs, comprising MTN Nigeria, Airtel Networks, Globacom, and 9mobile (now T2) failed to meet the QoS KPIs.

On eligibility criteria for compensation

Highlighting the eligibility criteria for compensating telecoms subscribers, the NCC said: “You may be qualified if: You experienced poor network service in an affected Local Government Area; and “You made at least one outgoing revenue-generating event (billed call, SMS, or data session) during the relevant period.”

The Commission also announced that the compensation framework covers both individuals and corporate telecoms consumers.

However, affected and qualified subscribers do not need to apply for the compensation because it is automatic, the Commission noted.

The telecoms regulator further said: “Operators are required and mandated to identify affected subscribers and provide compensation directly.

“Only service failures that fall below the defined thresholds set by the Quality of Service Regulations issued by the NCC will qualify for compensation.

“Short, isolated interruptions and immediately remedied interruptions may not qualify.”

Telecoms services critical to Nigeria’s economic activities

Earlier, in its directive to the Mobile Network Operators, the NCC restated that telecommunications services play a critical role in economic activities, social interaction, and access to digital opportunities in Nigeria.

Ukoha, in the statement, had noted: “When service quality is poor, the consequences affect productivity, commercial activities, and even public confidence in our communications system.”

As regards the significance of its consumer compensation policy, the Commission explained that it is formulated to complement existing measures to monitor service quality and enforce performance standards across the crucial telecoms sector of the country’s economy.

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