The Nigerian Communications Commission has issued a directive mandating mobile network operators to compensate subscribers affected by substandard network performance across the country.
The regulator stated that users in locations where service quality falls below approved benchmarks will receive airtime credits as compensation. The measure is based on subscribers’ average usage patterns and their presence within affected local government areas where network failures are recorded.
According to the Commission, the directive is aimed at ensuring that consumers are not made to bear the consequences of poor service delivery by operators. It emphasised that service disruptions should not translate into financial loss for users who depend on telecom services for communication and economic activities.
Brandspur Telecom News Desk reports that the Nigerian Communications Commission explained that the policy forms part of its broader consumer protection framework, which prioritises accountability, fairness, and improved service delivery within the telecommunications sector.
The Commission noted that telecom services play a critical role in supporting economic activities, social interactions, and access to digital opportunities. It added that persistent poor quality of service could negatively impact productivity, commercial transactions, and public confidence in the communications ecosystem.
In addition to compensating subscribers, the regulator directed infrastructure providers, including Tower Companies responsible for telecom masts and related facilities, to reinvest penalties imposed on them into tangible infrastructure upgrades. These investments are expected to improve network resilience and expand capacity to meet rising demand.
The Commission further stated that it will continue to enforce compliance through regulatory tools designed to promote transparency and accountability among operators. It reiterated that telecom companies are expected to consistently invest in network expansion, maintenance, and modernisation to enhance overall service quality.
Under the new directive, compensation will be delivered in the form of airtime credits, calculated in line with affected users’ spending behaviour and usage history. The Commission maintained that this approach ensures a fair and measurable way of addressing service shortfalls.
The Nigerian Communications Commission reaffirmed its commitment to protecting subscribers while ensuring that operators adhere to prescribed service standards across all regions of the country.
