Mobile network operators have been mandated by the Nigerian Communications Commission to reimburse subscribers in regions where the quality of the network is subpar.
Affected consumers would receive airtime credits based on their average spending patterns and their location in local government regions where service interruptions occur, according to a statement released on Sunday by Nnenna Ukoha, the Commission’s Head of Public Affairs.
“Subscribers should not be made to bear the full burden of service disruptions where operators fail to meet prescribed standards of service delivery.
“The compensation will 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 said.
The NCC clarified that the action is a component of its larger consumer-focused regulatory philosophy, which aims to put customers at the center of Nigeria’s telecom network.
“Telecommunications services today underpin economic activity, social interaction, and access to digital opportunities. When service quality is poor, the consequences affect productivity, commercial activities, and even public confidence in our communications system,” the statement read.
The regulator also directed Tower Companies, which owns critical infrastructure including telecom masts, to reinvest fines levied against them into measurable infrastructure improvements to strengthen network performance.
Additionally, the NCC added that it will continue to deploy regulatory tools to promote fairness, transparency, and accountability, ensuring subscribers receive the quality of service they deserve.
“The commission will continue to reinforce the obligation of operators to invest consistently in network resilience, capacity expansion, and infrastructure upgrades to meet the growing demand for telecommunications services,” it said.
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