The Nigerian Communications Commission, NCC, has introduced a new directive requiring mobile network operators to compensate subscribers in locations where service quality drops below approved standards.
The announcement was made in a statement issued on Sunday, March 29, by the commission’s Head of Public Affairs, Nnenna Ukoha.
According to the NCC, affected customers will receive airtime credits, with the value determined by their typical usage patterns and whether they are in local government areas experiencing network disruptions.
“Subscribers should not be made to bear the full burden of service disruptions where operators fail to meet prescribed standards of service delivery,” the commission said.
“The compensation will be provided in the form of airtime credits, calculated based on subscribers’ average spending patterns and their presence within local government areas where service failures occur,” it added.
The regulator said the policy is part of efforts to prioritise consumer protection and improve service delivery across the telecommunications sector.
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“Telecommunications services today underpin economic activity, social interaction, and access to digital opportunities.
“When service quality is poor, the consequences affect productivity, commercial activities, and even public confidence in our communications system,” the statement read.
In addition, the commission directed tower companies responsible for telecom infrastructure to use fines imposed on them to fund specific upgrades aimed at improving network performance.
“The commission will continue to reinforce the obligation of operators to invest consistently in network resilience, capacity expansion, and infrastructure upgrades to meet the growing demand for telecommunications services,” it said.
The NCC added that it would sustain regulatory oversight to ensure operators meet required standards and that subscribers receive fair value for the services they pay for.
“Further to this directive, the commission is also mandating Tower Companies to invest in infrastructure with measurable outcomes using sums that it has fined these companies, in addition to other financial fines the commission will deem appropriate,” the statement concluded.