The Nigerian Communications Commission (NCC) has directed mobile network operators to compensate subscribers affected by prolonged or repeated poor quality of service under a new regulatory framework that takes effect from April 2026.
The Commission said the move is part of efforts to enforce accountability and improve service standards across Nigeria’s telecommunications sector, amid growing consumer complaints over network disruptions.
In a statement released on Tuesday, the NCC said telecom operators are now mandated to proactively identify affected subscribers and compensate them without requiring formal complaints.
“This framework is designed to ensure that subscribers who experience prolonged or repeated poor quality of service are compensated accordingly,” the Commission stated.
Under the new rules, subscribers in impacted local government areas will receive automatic airtime credits where service failures affect voice calls, SMS, or data services.
The Commission emphasized that both individual and corporate subscribers are covered under the policy.
“To be eligible, you must have experienced poor network service in an affected local government area, and you made at least one outgoing revenue-generating event, such as a billed call, SMS, or data session, during the relevant period,” the NCC said.
It further clarified that compensation will be tied to verified service outages and performance data monitored by the regulator and the operators.
“The responsibility is on the service providers to monitor network performance, identify impacted customers, and apply compensation seamlessly,” the statement added.
The NCC noted that the framework introduces a more consumer-centric approach to telecom regulation, shifting the burden from subscribers who previously had to lodge complaints to operators.
Industry analysts say the directive could significantly impact telecom companies’ operations and revenue, especially in areas with persistent network challenges.
“This policy sends a clear signal that poor service delivery will have financial consequences, Operators will now be under increased pressure to invest in infrastructure and improve network reliability,” a telecom industry analyst said.
The Commission also reiterated its commitment to protecting consumer rights and ensuring that subscribers receive value for money.
“We remain committed to safeguarding the interests of telecom consumers and ensuring that service providers meet the required quality standards,” the NCC said.
The framework is expected to drive improvements in network performance while offering relief to millions of subscribers who experience frequent service disruptions across the country.