NCC Mandates Airtime Compensation for Poor Network Quality

The Nigerian Communications Commission (NCC) has issued a landmark directive requiring Mobile Network Operators (MNOs) to directly compensate subscribers in areas where service quality fails to meet regulatory benchmarks.

Announced by the Commission’s Head of Public Affairs, Nnenna Ukoha, on Monday, March 30, 2026, the mandate ensures that users are reimbursed with airtime credits when they experience subpar network performance.

This move is a central component of the NCC’s intensified consumer protection strategy, aimed at holding providers accountable for persistent issues like dropped calls and sluggish data speeds.

Under the new framework, compensation will be systematically calculated based on a subscriber’s average spending patterns and their documented presence within Local Government Areas (LGAs) identified as having poor service.

This targeted approach specifically addresses breaches of Quality of Service (QoS) Key Performance Indicators (KPIs), such as call setup success rates and network congestion levels. By automating this process, the regulator intends to remove the burden of proof from the consumer and ensure that operators bear the direct financial impact of failing to maintain their infrastructure.

Beyond individual compensation, the NCC has also extended its enforcement to tower companies, directing them to reinvest any imposed fines directly into infrastructure upgrades, particularly for telecommunications masts in underserved zones.

This follows a period of aggressive oversight in early 2026, during which the Commission warned that operators could face cumulative penalties exceeding ₦12.4 billion for multiple infractions.

The regulator emphasized that reliable telecommunications are essential for Nigeria’s economic productivity and digital inclusion, vowing to continue its “consumer-centric” drive to restore public confidence in the sector.