The Nigerian Communications Commission (NCC) has announced that its directive for telecom operators to compensate subscribers for poor service quality will commence this month. This directive applies specifically to Mobile Network Operators (MNOs) that have failed to meet their Key Performance Indicators (KPIs) on Quality of Service. A compensation framework is also in place for Internet Service Providers (ISPs).

While the NCC has not disclosed which specific MNOs, including MTN, Airtel, Globacom, and 9mobile, failed to meet the QoS KPIs, the commission has detailed the compensation process and eligibility criteria.

Compensation will cover service failures affecting voice, data, or SMS services. To be eligible, subscribers must have experienced poor network service in an affected Local Government Area and must have made at least one outgoing revenue-generating event, such as a billed call, SMS, or data session, during the relevant period.

The compensation framework is designed to benefit both individual and corporate customers. Importantly, subscribers do not need to apply for this compensation as it will be processed automatically.

Operators are mandated to identify affected subscribers and provide compensation directly. The NCC clarified that only service failures falling below the defined thresholds set by the Quality of Service Regulations will qualify for compensation. Short, isolated interruptions or those that are immediately remedied may not be eligible.

This directive follows a statement released late last month by the Commission's Head of Public Affairs, Mrs. Nnenna Ukoha, which indicated that MNOs were instructed to compensate subscribers in areas where network quality falls below prescribed standards.