NCC to Begin Enforcement of Subscriber Compensation for Poor Telecom Services

NCC to Begin Enforcement of Subscriber Compensation for Poor Telecom Services

The Nigerian Communications Commission (NCC) has announced that it will commence the enforcement of a new directive requiring telecommunications operators to compensate subscribers for poor quality of service, effective April 2026.

The disclosure was made in a Frequently Asked Questions (FAQ) document released by the Commission on Tuesday, providing details on how the compensation framework will operate and the categories of subscribers eligible to benefit.

According to the NCC, the directive targets Mobile Network Operators (MNOs) that fail to meet established Key Performance Indicators (KPIs) for Quality of Service. Major operators affected include MTN Nigeria, Airtel Nigeria, Globacom, and 9mobile, although the Commission did not specify which providers currently fall short of the required standards.

The regulator clarified that a separate compensation framework is already in place for Internet Service Providers (ISPs), noting that the new directive is specifically designed for mobile network services.

Under the policy, compensation will apply to service failures affecting voice calls, SMS, and data services. To qualify, subscribers must have experienced poor network performance within a designated Local Government Area and must have engaged in at least one revenue-generating activity—such as making a billed call, sending an SMS, or using data—during the affected period.

Both individual and corporate subscribers are eligible to benefit from the initiative.

In a significant move aimed at easing access, the NCC stated that subscribers will not be required to submit claims. Instead, telecom operators are mandated to proactively identify affected customers and compensate them directly.

“The compensation framework will take effect from April 2026,” the Commission stated, adding that the directive complements, rather than replaces, existing consumer protection mechanisms.

The NCC emphasized that the policy aligns with provisions contained in the Consumer Code of Practice Regulations 2024 and the Quality of Service Regulations 2024, which set out standards for service delivery within the telecommunications sector.

It further noted that only service failures that fall below defined regulatory thresholds will qualify for compensation, stressing that minor or short-lived disruptions resolved promptly may not meet the criteria.

The initiative forms part of the Commission’s broader regulatory efforts to enhance service delivery, strengthen consumer protection, and ensure accountability among telecom operators across Nigeria.