The Nigerian Communications Commission (NCC) has directed telecom operators, including MTN and Airtel, to compensate subscribers for poor network service with airtime credits. This decision follows verified failures by operators to meet quality of service standards, and affected subscribers will receive notifications about the compensation.
NCC Announces Compensation for Poor Network Quality
The Nigerian Communications Commission (NCC) has announced that telecom operators will compensate subscribers with airtime credits for poor network quality under a strengthened regulatory framework. According to a report by the News Agency of Nigeria (NAN), the move is part of efforts to improve service delivery, protect consumers, and ensure accountability among service providers nationwide.
The compensation covers service disruptions recorded between November 2025 and January 2026. The Executive Vice Chairman of the commission, Aminu Maida, disclosed the development during a media briefing on Thursday. He explained that the compensation directive followed confirmed cases where operators failed to meet the NCC’s minimum quality of service standards in certain locations.
How Subscribers Will Receive Compensation
Maida clarified that the compensation is not a refund from the regulator but a mandatory obligation for telecom operators. “It is not a refund from the regulator but a compliance obligation placed on service providers,” he said. The NCC boss noted that the framework uses detailed monitoring at the local government level to identify specific areas and periods of poor network performance. This approach allows the commission to focus on measurable, location-based service failures rather than general complaints. He added that the compensation applies to service lapses recorded between November 2025 and January 2026 across multiple networks. Eligible subscribers will receive airtime credits along with notifications explaining the reason and value of the compensation.
Monitoring and Compliance Measures
Maida stated that the NCC has upgraded 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. He added that telecom operators are required to implement the compensation directly, while the NCC will oversee the process to ensure compliance. The commission will also conduct independent checks to confirm that affected subscribers are credited, warning that sanctions may be imposed on defaulting operators.
Push for Better Service Delivery
Maida said the initiative is part of broader reforms aimed at improving accountability and service standards in the telecommunications sector. He warned that operators who fail to meet their obligations would face stricter regulatory action. The NCC boss stressed the need for sustained investment in infrastructure and improved operational discipline, especially in underserved and rural areas. He reaffirmed the commission’s commitment to protecting consumers while ensuring long-term growth and sustainability in the telecom sector.
