The Nigerian Communications Commission (NCC) has directed mobile network operators to compensate subscribers in areas where service quality falls below prescribed standards.
Affected users will receive airtime credits based on their average spending patterns, according to the regulator.
The directive requires operators to compensate customers directly for breaches of Quality of Service indicators, with the Commission emphasising that subscribers should not bear the burden of service disruptions when operators fail to meet performance benchmarks.
The NCC also mandated tower companies to reinvest fines into infrastructure improvements to strengthen service delivery.
The regulator explained that poor network quality undermines productivity, commercial activity, and public confidence in Nigeria’s communications system.
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The directive forms part of broader efforts to enforce compliance with Quality of Service regulations introduced in 2024.
These rules set strict thresholds for call drop rates, call setup success rates, and congestion levels, with penalties starting at about N5 million per infraction.
Earlier this year, telecom operators faced potential penalties of N12.4 billion for multiple breaches, highlighting the regulator’s enforcement stance.
The Commission said it will continue to monitor service quality and enforce compliance, requiring operators to expand capacity and upgrade infrastructure to meet growing demand.
Consumer protection remains central to Nigeria’s telecommunications policy, the NCC added.
