The Nigerian Communications Commission (NCC) has directed telecommunications operators to begin automatic compensation for subscribers experiencing poor service quality, with the framework taking effect from April 2026.
The regulator announced this in a Frequently Asked Questions document released on Tuesday, April 7, 2026.
According to the NCC, the directive targets Mobile Network Operators (MNOs) that fail to meet the required Key Performance Indicators (KPIs) for Quality of Service.
The affected operators include MTN Nigeria, Airtel Nigeria, Globacom, and 9mobile.The compensation will cover failures in voice calls, data services, and SMS.
To qualify, subscribers must have experienced poor network service in an affected Local Government Area and must have carried out at least one revenue-generating activity (such as making a call, sending an SMS, or using data) during the period.
Both individual and corporate subscribers are eligible for the compensation.A major highlight of the new framework is that subscribers do not need to apply for compensation.
Telecom operators are mandated to automatically identify affected customers and credit them directly.
The NCC clarified that the directive complements existing consumer protection regulations and will only apply to service failures that fall below the thresholds set in the Quality of Service Regulations 2024.
Minor or short-lived disruptions may not qualify.This move forms part of the NCC’s ongoing efforts to improve service delivery and enforce greater accountability among telecom operators across Nigeria.
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