Nigeria Orders Mobile Network Operators to Compensate Subscribers for Poor Service
Under the new regulation, telecom operators must provide direct compensation to users affected by network performance failures in areas where service quality falls below the Commission’s established Key Performance Indicators (KPIs) and service standards within specified time frames.
The Nigerian Communications Commission (NCC) has issued a major directive requiring Mobile Network Operators (MNOs) to compensate subscribers for poor network service, in a policy shift announced on March 29, 2026.
Under the new regulation, telecom operators must provide direct compensation to users affected by network performance failures in areas where service quality falls below the Commission’s established Key Performance Indicators (KPIs) and service standards within specified time frames.
The compensation will be issued in the form of airtime credits. The value to be credited will be determined based on each subscriber’s average usage patterns, as well as their location in Local Government Areas where service disruptions occur. The NCC says the approach is intended to move away from traditional regulatory fines imposed only on operators, and instead ensure affected consumers directly benefit from enforcement actions.
In addition, the NCC is expanding its oversight to include Tower Companies responsible for critical telecom infrastructure such as cell masts. These firms will now be required to reinvest portions of regulatory fines into network infrastructure upgrades, with measurable performance outcomes.
The Commission says the combined measures are aimed at improving accountability in the telecommunications sector while strengthening network reliability and long-term digital infrastructure across Nigeria Communications Commission’s regulatory environment.
