Compensate Consumers with Airtime for Poor Network, NCC Orders Telcom Companies

The Nigerian Communications Commission (NCC) says telecom operators will compensate subscribers for poor network quality through airtime credits under a strengthened regulatory enforcement framework nationwide.

The measure is part of renewed efforts to improve service delivery, protect consumers, and hold operators accountable for persistent lapses in network performance across the country.

The Executive Vice Chairman, Dr Aminu Maida, disclosed this during a media breakfast meeting on Thursday, outlining the commission’s latest compliance and enforcement strategies.

Maida said the compensation directive followed verified failures by operators to meet established minimum quality of service standards in several locations.

“It is not a refund from the regulator but a compliance obligation placed on service providers,” he said, stressing operators must bear full responsibility.

He explained that the framework relies on detailed monitoring at local government level, enabling the commission to pinpoint exact areas and periods of poor service.

This granular approach, he said, allows regulators to move beyond general complaints and focus on measurable, location-specific service deficiencies affecting subscribers.

According to him, the compensation specifically covers service failures recorded between November 2025 and January 2026 across multiple network providers.

“Eligible subscribers will receive airtime credits with notifications explaining the cause and value of the compensation,” he said.

He added that notifications would improve transparency and help users understand why compensation was applied to their accounts.

Maida noted the commission has significantly strengthened 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, highlighting improved regulatory precision.

He added that operators are required to implement the compensation directly, while the NCC provides oversight to ensure compliance.