By Yusuf Danjuma Yunusa
The Nigerian Communications Commission (NCC) has confirmed that its directive requiring telecom operators to compensate subscribers for poor service quality will take effect this month—April 2026.
In a Frequently Asked Questions (FAQ) document released on Tuesday, the NCC provided detailed guidance on how the compensation framework will operate and which subscribers are eligible.
According to the regulator, the directive applies to Mobile Network Operators (MNOs) that fail to meet the prescribed Key Performance Indicators (KPIs) for quality of service. This includes major operators such as MTN Nigeria, Airtel Nigeria, Globacom, and 9mobile, though the NCC did not specify which companies have fallen short of the standards. The Commission also noted that a separate compensation framework already exists for Internet Service Providers.
Compensation will be provided for service failures affecting voice calls, data services, and SMS. To be eligible, subscribers must have experienced poor network service in an affected Local Government Area (LGA) and must have carried out at least one revenue-generating activity—such as a billed call, SMS, or data session—during the period in question. Both individual and corporate subscribers are eligible.
Importantly, subscribers do not need to apply for compensation. Telecom operators are mandated to automatically identify affected customers and compensate them directly.
“The compensation framework will take effect from April 2026,” the NCC stated.
The Commission clarified that the new directive does not replace existing consumer protection mechanisms. “It adds a direct compensation mechanism for affected subscribers. It aligns with measures set in existing legislation, such as the Consumer Code of Practice Regulations 2024 and the Quality of Service Regulations 2024.”
“Operators are required and mandated to identify affected subscribers and provide compensation directly. Only service failures that fall below the defined thresholds set by the Quality of Service Regulations will qualify,” the NCC added.
The regulator noted that minor or short-lived network issues that are quickly resolved may not meet the threshold for compensation.
The move is part of the NCC’s broader effort to improve service delivery and hold telecom operators accountable for consistent network performance across Nigeria.
