NCC Orders Telcos to Pay Users for Poor Network Service

NCC Orders Telcos to Pay Users for Poor Network Service

JOEL OLADELE, Abuja

The Nigerian Communications Commission (NCC) has directed telecom operators to compensate subscribers who suffer poor network service in different parts of the country.

The directive was announced in a statement on Sunday by the commission’s Head of Public Affairs, Nnenna Ukoha.

According to the regulator, mobile network operators will now be required to provide compensation whenever service quality falls below approved standards in specific locations.

“The Commission’s position is that subscribers should not be made to bear the full burden of service disruptions where operators fail to meet prescribed standards,” the statement said.

Under the new measure, telecom companies that fail to meet Quality of Service (QoS) benchmarks will compensate affected users directly. The compensation will be given as airtime credits, based on customers’ usage patterns and the areas where the service failure occurred.

The NCC said the move is aimed at putting consumers first and holding service providers more accountable.

It noted that poor network service does not only inconvenience users but also affects business activities, communication and access to digital services.

While fines have been used in the past to punish operators, the commission said this approach is designed to ensure that subscribers benefit directly when service standards are not met.

The regulator also extended its directive to tower companies that provide critical infrastructure such as masts, asking them to reinvest funds from penalties into improving network quality.

The NCC said it would continue to monitor operators closely and ensure sustained investment in network upgrades, expansion and reliability.

It assured Nigerians of its commitment to improving service delivery and maintaining fairness and transparency across the telecommunications sector.