The Nigerian Communications Commission has directed Mobile Network Operators (MNOs) in the country to compensate subscribers experiencing poor network services, reinforcing consumer protection in the telecommunications sector.

Under the new directive, telecom operators will be required to provide compensation to users in locations where service quality falls below the Commission’s prescribed standards. The move ensures that subscribers are not left to bear the consequences of service failures.

The Commission stated that affected customers would be compensated directly whenever operators breach established Quality of Service (QoS) Key Performance Indicators (KPIs) within specified timeframes.

Compensation, according to the regulator, will be issued in the form of airtime credits. These credits will be calculated based on individual subscribers’ average usage and their presence in areas where network disruptions are recorded, particularly at the Local Government Area level.

In a statement issued on March 29, 2026, and signed by Nnenna Ukoha, the Commission said the policy reflects its commitment to placing consumers at the centre of Nigeria’s telecom ecosystem.

The NCC noted that reliable telecommunications services are critical to economic activities, social interaction, and access to digital opportunities, warning that poor service delivery undermines productivity and public confidence.

While regulatory fines have traditionally been used to sanction erring operators, the Commission explained that the new approach is designed to promote greater accountability by directly benefiting affected subscribers.

The directive also extends to infrastructure providers, as the NCC mandated tower companies to reinvest fines imposed on them into upgrading critical infrastructure such as telecom masts to improve service quality.

According to the Commission, this measure complements ongoing efforts to strengthen monitoring systems and enforce compliance with performance standards across the industry.

The NCC further assured that it would continue to compel operators to invest in network resilience, expand capacity, and upgrade infrastructure to meet growing demand.

It added that regulatory mechanisms would be strengthened to ensure fairness, transparency, and accountability, with the ultimate goal of delivering reliable and high-quality telecommunications services to all Nigerians.