Nigerian Communications Commission has instructed mobile network providers to compensate customers in locations where service quality does not meet approved standards.
The directive was announced in a statement by the Commission’s Head of Public Affairs, Nnenna Ukoha.
According to the regulator, the move is aimed at improving consumer protection and ensuring users are not left to suffer the consequences of poor network performance.
Subscribers affected by substandard service will receive compensation in the form of airtime credits.
“The Nigerian Communications Commission has directed Mobile Network Operators to provide compensation to subscribers whose network quality of service experience is below specified targets within specific locations,” the statement said.
The NCC explained that telecom operators found to have breached Quality of Service (QoS) Key Performance Indicators (KPIs) will be required to compensate users directly. The amount of compensation will be determined based on subscribers’ average usage and their location within impacted Local Government Areas.
In addition, the Commission directed tower companies to channel fines imposed on them into upgrading infrastructure, particularly telecom masts that influence service delivery.
The NCC noted that the directive forms part of a wider effort to prioritise consumers within Nigeria’s telecommunications sector.
It stressed that telecom services play a vital role in economic activities, communication, and access to digital opportunities, warning that poor network quality can disrupt productivity, businesses, and public trust.
The regulator also reaffirmed its commitment to enforcing compliance by ensuring operators strengthen network reliability, increase capacity, and improve infrastructure to meet rising demand.
Nigeria’s telecom industry has long faced complaints over poor service, including dropped calls and slow internet speeds.
To address this, the NCC introduced updated Quality of Service regulations in 2024, setting strict performance benchmarks such as call drop rates, call setup success rates, and network congestion levels.
Under these rules, operators risk fines starting from about ₦5 million per violation, alongside additional daily penalties for continued breaches. Earlier this year, the Commission disclosed that telecom companies could face penalties totalling around ₦12.4 billion for multiple infractions, marking one of its strongest enforcement actions in recent times.