The Nigerian Communications Commission (NCC) has instructed telecom operators to compensate subscribers experiencing poor network service with airtime credits.
The directive forms part of a strengthened regulatory framework aimed at improving service quality and ensuring consumer protection across Nigeria’s telecommunications sector.
The Executive Vice Chairman of NCC, Dr Aminu Maida, disclosed the development during a media engagement in Lagos, where he outlined new enforcement measures targeting underperforming network providers.
Maida explained that the compensation policy was introduced after verified cases where operators failed to meet the commission’s minimum Quality of Service (QoS) standards in several locations.
He clarified that the compensation would not be issued by the regulator but would be the responsibility of telecom companies, as part of their compliance obligations.
According to him, the NCC has adopted a more detailed monitoring system that tracks network performance at the local government level, allowing regulators to identify specific areas affected by poor service.
This data-driven approach enables targeted enforcement based on actual user experience rather than general industry performance metrics.
The compensation applies to service deficiencies recorded between November 2025 and January 2026, affecting subscribers across multiple networks.
Maida stated that eligible users would receive airtime credits along with notifications explaining the reason and value of the compensation.
He noted that this measure would enhance transparency and improve user understanding of regulatory actions.
The NCC boss added that telecom operators are required to implement the compensation directly, while the commission will conduct independent verification to ensure compliance.
He warned that operators who fail to comply with the directive may face sanctions.
Maida emphasised that the initiative is part of broader reforms to enforce accountability and improve service delivery in the telecom industry.
He stressed that operators must invest in infrastructure and maintain consistent service standards nationwide, including in rural and underserved areas.
The commission, he said, remains committed to ensuring that consumers receive value for their spending on telecom services.
He concluded that persistent poor network performance would no longer be tolerated under the current regulatory framework.
