By Kingsley Samuel
Nigeria’s telecom regulator, the Nigerian Communications Commission, NCC, is redefining accountability in the industry with a new directive compelling Mobile Network Operators, MNOs, to compensate subscribers for poor quality of service.
The move signals a transition from traditional penalty-based enforcement to a more consumer-centric regulatory model, where end-users directly benefit when service standards are not met.
According to the Commission, “Mobile Network Operators must compensate subscribers whose Quality of Service experience falls below the Commission’s specified targets within identified locations.
”The NCC stressed that the directive is designed to ensure that users are not left to absorb the impact of network failures.“Subscribers should not be made to bear the full burden of service disruptions where operators fail to meet prescribed standards of service delivery,” the Commission stated.
Under the new framework, telecom operators will be held directly accountable for breaches of Quality of Service, QoS, Key Performance Indicators, KPIs, within defined timelines.
“Erring operators will be required to compensate affected users directly for breaches of Quality of Service Key Performance Indicators within specified timeframes,” NCC said.
The compensation model introduces a data-driven approach, with users receiving airtime credits based on their usage patterns and the geographic scope of service disruption.“Compensation shall be provided in the form of airtime credits, calculated based on subscribers’ average spending patterns and their presence within Local Government Areas where service failures occur,” the Commission explained.
The directive comes at a time when telecom networks are under increasing pressure from rising data consumption, digital services expansion, and growing dependence on connectivity for business and everyday life.Highlighting the centrality of telecom infrastructure, the NCC said, “telecommunications services underpin economic activity, social interaction, and access to digital opportunities, and when service quality is poor, the consequences affect productivity, commercial activities, and public confidence in the communications system.”
Beyond mobile operators, the Commission is also tightening oversight on Tower Companies responsible for critical infrastructure such as telecom masts.
According to the NCC, “Tower Companies that own critical infrastructure for Quality of Service delivery are mandated to invest in infrastructure with measurable outcomes, including the utilisation of fines imposed on them and other financial penalties as may be determined by the Commission.
”This signals a broader ecosystem approach to quality assurance, where both service providers and infrastructure owners are held accountable for network performance.
The Commission noted that while fines have historically been used to deter poor service delivery, the new directive introduces a more outcome-driven regulatory mechanism.
“While regulatory fines have traditionally served as a deterrent, the Commission is adopting a more consumer-focused approach that strengthens accountability within the industry,” it stated.
The NCC added that the policy complements ongoing efforts to enhance service quality monitoring, enforce performance benchmarks, and drive infrastructure investments across the sector.Reaffirming its long-term stance, the Commission said operators must prioritise network resilience and expansion to meet growing demand.
“The Commission will continue to reinforce the obligation of operators to invest consistently in network resilience, capacity expansion, and infrastructure upgrades,” NCC said.
With this directive, the regulator is not only addressing service quality gaps but also setting the tone for a more transparent, performance-driven telecom ecosystem in Nigeria’s digital economy.
