Nigerian Communications Commission (NCC) says telecom operators must begin compensating subscribers for subpar service quality from April.
NCC
In a FAQ published Tuesday, April 7, the regulator confirmed the directive targets Mobile Network Operators (MNOs) like MTN, Airtel, Globacom and 9mobile that miss Quality of Service (QoS) Key Performance Indicators (KPIs), without naming offenders.
Compensation covers voice, data and SMS failures for all subscribers, individual or corporate, in affected Local Government Areas where they made at least one billed call, SMS or data session.
Operators must automatically detect and pay affected users—no applications needed—though only failures below QoS thresholds qualify, excluding brief hitches.
A distinct scheme already serves Internet Service Providers (ISPs). NCC Public Affairs Head Nnenna Ukoha announced the move to bolster consumer rights amid telecoms’ role in Nigeria’s economy, productivity and digital access, alongside ongoing QoS enforcement.
