The Nigerian Communications Commission (NCC) says telecom operators will compensate subscribers for poor network quality through airtime credits under a strengthened regulatory enforcement framework nationwide.
The measure is part of renewed efforts to improve service delivery, protect consumers, and hold operators accountable for persistent lapses in network performance across the country.
The Executive Vice Chairman, Dr Aminu Maida, disclosed this during a media breakfast meeting on Thursday, outlining the commission’s latest compliance and enforcement strategies.
Maida said the compensation directive followed verified failures by operators to meet established minimum quality of service standards in several locations.
“It is not a refund from the regulator but a compliance obligation placed on service providers,” he said, stressing operators must bear full responsibility.
He explained that the framework relies on detailed monitoring at local government level, enabling the commission to pinpoint exact areas and periods of poor service.
This granular approach, he said, allowsy regulators to move beyond general complaints and focus on measurable, location-specific service deficiencies affecting subscribers.
According to him, the compensation specifically covers service failures recorded between November 2025 and January 2026 across multiple network providers.
“Eligible subscribers will receive airtime credits with notifications explaining the cause and value of the compensation,” he said.
He added that notifications would improve transparency and help users understand why compensation was applied to their accounts.
Maida noted the commission has significantly strengthened its monitoring systems to capture real-time, location-specific service performance data.
“These systems ensure enforcement reflects actual user experience rather than generalised industry averages,” he said, highlighting improved regulatory precision.
He added that operators are required to implement the compensation directly, while the NCC provides oversight to ensure compliance.
“Independent checks will confirm that affected subscribers are properly credited,” he said, noting sanctions for non-compliance may follow.
Maida said the initiative formed part of broader reforms aimed at improving accountability and service standards within the telecommunications sector.
“Operators failing to meet obligations will face stricter enforcement measures,” he warned, signalling tougher regulatory action ahead.
He stressed that improving service quality required both sustained infrastructure investment and stronger operational discipline by network providers.
“Service providers must maintain performance standards consistently across all regions, including underserved and rural areas,” he said.
Maida reiterated the NCC’s commitment to balancing consumer protection with industry sustainability and long-term sector growth.
“Operators must take responsibility for the quality of experience delivered to subscribers,” he said, urging greater corporate accountability.
He added that the commission remained committed to ensuring Nigerians received value for money spent on telecom services nationwide.
“Persistent poor service quality is no longer acceptable under current regulatory direction,” he said, emphasising zero tolerance for continued lapses.
