Poor network: NCC directs Telcom operators to begin automatic compensation

In a move to strengthening consumer protection and improving service delivery, the Nigerian Communications Commission has directed telecommunications operators in the country to commence automatic compensation for subscribers affected by poor network service.

The directive, which takes effect from April 2026, applies to major Mobile Network Operators, including MTN Nigeria, Airtel Nigeria, Globacom, and 9mobile.
In a document released on Tuesday, the Commission explained that the compensation framework would cover service failures across voice calls, data services, and SMS, provided such failures fall below the prescribed Quality of Service benchmarks.
Under the new regime, affected subscribers will not be required to apply for compensation. Instead, telecom operators are mandated to automatically identify impacted customers and credit them directly.
“The compensation framework will take effect from April 2026,” the Commission stated, adding that the directive complements existing consumer protection measures rather than replacing them.
According to the NCC, eligibility for compensation will depend on whether subscribers experienced poor service within a designated Local Government Area and carried out at least one revenue-generating activity—such as making a billed call, sending an SMS, or using data—during the affected period.
Both individual and corporate subscribers are entitled to benefit from the policy.
However, the regulator clarified that minor or short-lived disruptions that are quickly resolved may not qualify for compensation, as only service failures that breach defined thresholds under the Quality of Service Regulations will be considered.