.By Abiodun Omotosho
The Nigerian Communications Commission (NCC) has introduced a framework for compensating subscribers for poor network service, set to take effect from April 2026. This directive requires Mobile Network Operators (MNOs) to automatically credit airtime to affected subscribers in Local Government Areas where service quality falls below prescribed standards.
Eligibility Criteria:
Poor Network Service:
Subscribers must have experienced poor network service in an affected Local Government Area.
Revenue-Generating Activity:
Subscribers must have made at least one outgoing revenue-generating event (billed call, SMS, or data session) during the relevant period.
Compensation Details:
Form of Compensation:
Airtime credits with no utilisation restrictions.
Calculation:
Based on billed usage, operator’s QoS performance, and confirmation of revenue-generating activity.
Applicability:
Covers voice, data, and SMS services for individual and corporate customers.
The NCC will monitor compliance, conduct independent audits, and impose regulatory fines for severe or repeated violations.
The NCC’s framework for consumer compensation is kicking off this April 2026, and it’s about time! If you’ve experienced poor network service from your telecom provider, you might be eligible for compensation.
Frequently Asked Questions:
What does the NCC directive on compensation for network outages entail?
The NCC has directed Mobile Network Operators (MNOs) to compensate subscribers affected by prolonged or repeated poor quality of service experience within specific Local Government Areas where operators fail to meet regulatory Quality of Service Key Performance Indicators (KPIs).
When will this compensation mechanism be effective?
The compensation framework will take effect from April 2026.
Does this directive supersede existing consumer rights?
No, the directive adds a direct compensation mechanism for affected subscribers, aligning with the Consumer Code of Practice Regulations 2024 and the Quality of Service Regulations 2024.
Does this apply to all operators?
This directive applies to Mobile Network Operators (MNOs) licensed and operating in Nigeria that have failed to meet their Key Performance Indicators (KPIs) on Quality of Service. For Internet Service Providers (ISPs), a compensation framework is already in place.
Who is eligible for compensation?
You may be eligible if you experienced poor network service in an affected Local Government Area and made at least one outgoing revenue-generating event during the relevant period.
Does the compensation cover voice, data, and SMS services?
Yes, it covers service failures affecting voice, data, or SMS services. Are businesses or corporate customers covered? Yes, the compensation
What will the compensation be in the form of?
The compensation comes in the form of airtime credits usable for calls, USSD, data subscriptions, etc., without restrictions.
How will these credits be calculated?
The calculation will consider the subscriber’s billed usage, the operator’s service quality performance, and confirmation of outgoing activity.
How is the spending calculated during the period of poor service quality?
It’s calculated based on the total billed usage during that month.
Will subscribers receive notification of compensation?
Yes, subscribers will be notified by their network provider via SMS with details of the compensation.
Will all SIM cards be compensated in case of multiple SIM usage?
Only those SIM cards with billed outgoing activity in the affected area during the assessment period and were affected by the disruption will be compensated.
What about switching operators?
Compensation is only for existing subscribers of the operator with the network issue.
Are roaming subscribers eligible?
Only subscribers of Nigerian operators with activity in Nigeria in the affected area during the period qualify.
Will past outages be considered for compensation?
No, compensation starts for issues from November 2025.
How often will compensation be given?
Compensation will be given when operators fail to meet performance standards as confirmed by the Commission.
What is the timeline for compensation processing?.
Compensation will be disbursed following the Commission’s review and directive to the operator to compensate affected subscribers.
Can I appeal if I deem the compensation inadequate?
No, the Commission’s calculation and determination of compensation, based on verified network performance data, are final.
What happens if an operator disputes the occurrence of an outage?.
The NCC will determine whether a breach occurred by analysing verified network performance data and other relevant information.
Will operators face fines in addition to compensation?.
Yes, operators may face regulatory penalties for severe or repeated violations.
Are there exclusions for outages caused by exceptional events?.
Yes, the Commission will review circumstances involving force majeure or exceptional events and determine compensation applicability.
Will this compensation framework impact existing tariffs?.
No, the compensation framework will not affect existing tariffs or service pricing.
How will the NCC ensure compliance?.
The NCC will monitor compliance and conduct independent audits.
Where can I find more information on this framework?
More details will be available on the Nigerian Communications Commission website: www.ncc.gov.ng.
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