The Nigerian Communications Commission (NCC) has issued a directive requiring Mobile Network Operators (MNOs) to compensate subscribers who experience network quality of service below specified targets in certain locations. This move signifies a shift towards a more consumer-focused regulatory approach.

According to a statement signed by Nnenna Ukoha, NCC Head of Public Affairs Department, the commission believes subscribers should not bear the full cost of service disruptions when operators fail to meet service delivery standards. The NCC emphasized that poor quality of service recorded within specific timeframes must be compensated by the MNOs.

The compensation will be provided directly to affected users in the form of airtime credits. These credits will be calculated based on subscribers' average spending patterns and their presence in Local Government Areas where service failures occur. This directive is rooted in the NCC's regulatory philosophy of prioritizing the consumer within Nigeria's telecommunications ecosystem.

The commission highlighted the critical role of telecommunications in economic activity, social interaction, and digital access. It stated that poor service quality can negatively impact productivity, commercial activities, and public confidence. While regulatory fines have been used as a deterrent, the NCC is adopting a more direct consumer compensation approach to enhance accountability.

This new measure is designed to complement existing efforts to monitor service quality and enforce performance standards. Furthermore, the NCC is mandating Tower Companies, which own essential infrastructure like masts, to invest in infrastructure with measurable outcomes, utilizing sums collected from fines in addition to other financial penalties deemed appropriate.

The NCC reiterated its commitment to reinforcing operators' obligations to invest in network resilience, capacity expansion, and infrastructure upgrades to meet increasing demand. The commission plans to deploy regulatory tools that promote fairness, transparency, and accountability, ensuring subscribers receive the quality of service they deserve and supporting the growth of a telecommunications industry vital for Nigeria's digital future.