The Nigerian Communications Commission (NCC) has directed mobile network operators to compensate subscribers for poor network service in areas where quality standards are not met.
The commission, according to a statement signed by its head of public affairs department Nnenna Ukoha on Sunday, said subscribers should not bear the burden of service disruptions when operators fail to meet prescribed service delivery targets.
Under the directive, operators that fall short of quality of service key performance indicators will be required to compensate affected users directly.
The NCC said the compensation will be provided as airtime credits, calculated based on subscribers’ average spending and their presence in local government areas where service failures occur.
It added that the move reflects its approach to place consumers at the centre of the telecommunications sector.
The commission noted that telecommunications services are important for economic activity, social interaction and access to digital opportunities, adding that poor service can affect productivity and public confidence.
The NCC said while fines have been used in the past to address poor service, the new directive focuses more on direct consumer benefit and accountability.
It said the measure is part of ongoing efforts to strengthen monitoring of service quality and enforce performance standards.
The commission also directed tower companies that own telecom infrastructure to invest in improving service quality using funds from fines imposed on them, alongside other penalties.
It said operators are expected to continue investing in network capacity, resilience and infrastructure upgrades to meet growing demand.
The NCC added that it will continue to use regulatory measures to promote fairness, transparency and accountability in the sector while ensuring that subscribers receive the level of service expected.
