Lilian Ugwu
The Nigerian Communications Commission (NCC) has intensified regulatory pressure on telecom operators and infrastructure providers, mandating both improved service quality and direct compensation for subscribers affected by network failures.
Under the new directive, mobile network operators will be required to compensate customers in areas where service delivery falls below approved standards, marking a stronger shift toward consumer protection in Nigeria’s telecom sector.
According to the Commission, compensation will be issued as airtime credits, calculated based on users’ average spending and the extent of service disruption within affected locations.
The regulator also extended its enforcement to tower companies, ordering them to channel fines imposed on them into tangible infrastructure upgrades aimed at improving network performance nationwide.
This move signals a broader effort by the NCC to ensure that penalties imposed on service providers translate into measurable improvements rather than remaining punitive measures alone.
The Commission noted that reliable telecommunications services are critical to economic activities, digital inclusion, and everyday communication, warning that poor service delivery undermines productivity and public trust.
It further emphasised that operators must prioritise continuous investment in network expansion, resilience, and capacity to meet increasing demand.
With this directive, the NCC reaffirmed its commitment to holding industry players accountable while ensuring that consumers receive fair value and consistent service quality across the country.
Juliet Ezeh is the founder and chief reporter at Westbridge Reporters with over 7 years of experience in journalism. She covers crime, industry, policy, and social developments, delivering timely and accurate reporting.