The Nigerian Communications Commission (NCC) has directed mobile network operators (MNOs) to compensate subscribers for poor quality of service (QoS) in areas where performance falls below regulatory standards.
In a statement issued on Sunday, Nnenna Ukoha, head of
public affairs at the NCC, said the directive is aimed at ensuring that
consumers do not bear the full burden of service disruptions caused by
operators’ failure to meet prescribed benchmarks.
“The commission’s position is that subscribers should not be
made to bear the full burden of service disruptions where operators fail to
meet prescribed standards of service delivery,” she said.
The spokesperson said affected subscribers will receive
compensation in the form of airtime credits, calculated based on their average
spending patterns and their presence in locations where service failures occur.
“Erring operators will compensate affected users directly
for breaches of quality of service key performance indicators within specified
time frames,” Ukoha said.
According to the regulator, the move reflects a shift
towards a more consumer-focused regulatory approach.
“While regulatory fines have traditionally served as a
deterrent against poor service delivery, the commission is adopting a more
consumer-focused approach that strengthens accountability within the industry,”
Ukoha added.
The spokesperson said tower companies would be required to
reinvest fines and other financial penalties into infrastructure upgrades to
improve network quality.
The NCC said it will continue to reinforce the obligation of
operators to invest consistently in network resilience, capacity expansion, and
infrastructure upgrades.
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