Yemi Obafemi
The Nigerian Communications Commission (NCC) says telecom operators will begin compensating subscribers for poor service quality starting this month.
In a Frequently Asked Questions (FAQ) document released on Tuesday, the regulator explained that the directive applies only to Mobile Network Operators (MNOs) that fail to meet Key Performance Indicators (KPIs) on quality of service. It added that a compensation framework is already in place for Internet Service Providers (ISPs).
The Commission did not disclose which of the operators, MTN, Airtel, Globacom, and 9mobile, failed to meet the required standards.
According to the NCC, the compensation will cover service failures affecting voice, data, or SMS. It said subscribers may qualify if they experienced poor network service in an affected Local Government Area and made at least one revenue-generating activity during the period.
“You may be qualified if you experienced poor network service in an affected Local Government Area and made at least one outgoing revenue-generating event,” the Commission said.
The regulator noted that both individual and corporate customers are covered and that compensation will be automatic.
“Operators are required and mandated to identify affected subscribers and provide compensation directly,” it said.
It added that only service failures that fall below the thresholds set in its Quality of Service Regulations will qualify.
“Only service failures that fall below the defined thresholds set by the Quality of Service Regulations issued by the NCC will qualify for compensation. Short, isolated interruptions and immediately remedied interruptions may not qualify,” the Commission stated.
Earlier, in a statement by its Head of Public Affairs, Nnenna Ukoha, the Commission said it had directed operators to compensate subscribers in areas where network quality falls below prescribed standards.
The NCC said the move is part of efforts to prioritise consumer protection in the telecommunications sector.
“When service quality is poor, the consequences affect productivity, commercial activities, and even public confidence in our communications system,” the Commission said.
It added that the policy is designed to strengthen monitoring and ensure compliance with service standards across the industry.
