The Nigerian Communications Commission has mandated telecommunications operators to compensate subscribers with airtime credits for poor network service, warning that defaulters will face stricter sanctions.
The directive forms part of measures by the regulator to enforce service standards, enhance consumer protection and ensure accountability among operators.
Executive Vice Chairman of the Commission, Dr Aminu Maida, announced the move at a media briefing on Thursday, where he outlined new compliance strategies aimed at addressing persistent service failures.
Maida said the compensation policy followed confirmed breaches of minimum quality of service benchmarks by telecom providers in several parts of the country.
He clarified that the compensation would be borne by the operators, describing it as a regulatory obligation rather than a refund from the Commission.
According to him, the framework is driven by detailed monitoring at the local government level, enabling the NCC to identify specific locations and periods where service fell below acceptable standards.
He explained that the compensation covers service deficiencies recorded between November 2025 and January 2026 across multiple networks.
Affected subscribers, he said, would receive airtime credits alongside notifications indicating the cause and value of the compensation.
The NCC boss noted that enhanced monitoring systems now provide real-time data on network performance, allowing the Commission to base enforcement on actual user experience.
He added that the Commission would supervise implementation while conducting independent verification to ensure compliance by operators.
Maida warned that failure to comply with the directive would attract sanctions, stressing that the Commission would not tolerate continued lapses in service delivery.
He emphasised the need for sustained investment in infrastructure and improved operational efficiency by telecom providers to meet growing demand.
The NCC, he said, remains committed to safeguarding consumers’ interests while promoting sustainable growth in the telecommunications sector.
Maida reiterated that operators must take full responsibility for the quality of services delivered to subscribers, noting that poor service would no longer be condoned under the current regulatory regime.
