The Nigerian Communications Commission (NCC) has introduced a new directive requiring telecom operators to compensate subscribers for poor quality of service, with implementation set to begin in April 2026.
In a Frequently Asked Questions (FAQ) document released on Tuesday, the Commission explained that the policy is aimed at holding operators accountable while improving service delivery across the country.
The directive applies to Mobile Network Operators that fail to meet established Quality of Service standards. Major providers, including MTN Nigeria, Airtel Nigeria, Globacom, and 9mobile, fall within the scope of the regulation, although the NCC did not specify any particular operator as non-compliant.
Under the new framework, compensation will cover failures affecting voice calls, SMS, and data services. Subscribers will qualify if they experienced poor network performance within a designated Local Government Area and had at least one billable interaction—such as a call, text, or data usage—during the affected period.
The NCC emphasized that both individual and corporate subscribers are eligible. Notably, users will not need to file claims, as telecom operators are required to automatically identify affected customers and process compensation directly.
The Commission explained that the measure builds on existing regulations, including the Consumer Code of Practice Regulations 2024 and the Quality of Service Regulations 2024, rather than replacing them.
However, it clarified that brief or minor service disruptions that are quickly resolved may not qualify for compensation, as they may not meet the defined performance thresholds.
The move forms part of broader regulatory efforts to strengthen accountability in Nigeria’s telecommunications sector and ensure consistent, reliable service for consumers nationwide.