NCC orders mobile operators to compensate subscribers for poor service

Business, Technology

ABUJA, NIGERIA, 30 March 2026 (Agency Report) — The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to compensate subscribers in areas where service quality falls below prescribed standards.

In a statement issued on Sunday in Abuja, Nnenna Ukoha, Head of Public Affairs at the NCC, said the Commission’s position was that consumers should not bear the full burden of service disruptions when operators fail to meet required benchmarks.

Under the directive, affected subscribers will receive compensation in the form of airtime credits, calculated according to their average spending patterns and presence within Local Government Areas where service failures occur.

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Ukoha explained that the measure reflects the NCC’s consumer-centred regulatory philosophy, ensuring accountability while reinforcing the importance of consistent investment in network resilience, capacity expansion, and infrastructure upgrades.

She emphasised that poor service quality undermines productivity, commercial activity, and public confidence in Nigeria’s communications system. While regulatory fines have traditionally served as deterrents, the Commission is now adopting a more consumer-focused approach to strengthen industry accountability.

The directive also extends to tower companies, which own critical infrastructure for service delivery. Ukoha noted that the NCC will continue to deploy regulatory tools that promote fairness, transparency, and accountability across the sector, ensuring subscribers receive the quality of service they deserve while supporting Nigeria’s digital future.