.jpg "Publication Team")
 |
ABUJA – The Nigerian Communications Commission (NCC) has issued a landmark directive to all Mobile Network Operators (MNOs) to directly compensate subscribers for poor network quality.
Moving away from the traditional model of merely imposing regulatory fines, the NCC’s new stance ensures that MTN, Airtel, Globacom (Glo), and T2 (formerly 9mobile) provide tangible relief to users who experience dropped calls, slow internet, or service outages.
How the Compensation Works
According to a statement by Nnenna Ukoha, NCC’s Head of Public Affairs, the compensation will not be a flat rate but will be strategically calculated:
- Form of Payment: Compensation will be issued as Airtime Credits.
- Eligibility: Credits will be based on a subscriber's average usage patterns and their location (Local Government Area) during the recorded service failure.
- Direct Accountability: Operators found breaching Quality of Service (QoS) Key Performance Indicators (KPIs) must credit affected users directly.
Beyond the Big Four: Infrastructure Overhaul
The NCC is also tightening the screws on tower companies (the firms managing telecom masts). Instead of just paying fines for infrastructure failures, these companies are now mandated to reinvest those fines back into improving network resilience and upgrading masts.
The "Why" Behind the Move
This directive follows months of mounting frustration across Nigeria. Despite ₦12.4 billion in previously imposed fines, service quality has continued to dip. The NCC noted that persistent poor service undermines public confidence and disrupts the digital economy, making this "consumer-focused" approach a necessity.
