NCC Orders Telcos to Compensate Subscribers for Service Failures

The Nigerian Communications Commission (NCC) has issued a directive requiring telecommunications companies to compensate subscribers who experience prolonged and repeated poor service quality. This new compensation framework is set to take effect in April 2026.

Under this framework, subscribers impacted in specific local government areas will automatically receive airtime credits for service failures affecting voice calls and data services. The NCC will identify affected subscribers without requiring individual complaints, as telecom operators must monitor network performance against quality service KPIs.

The compensation will be based on billing usage during the outage period, and subscribers will be notified via SMS once the airtime credit is applied. The framework does not replace existing consumer protection mechanisms but adds a direct compensation method.

It also outlines that foreign SIMs roaming in Nigeria will not be eligible for compensation. The NCC recorded 577 network outages in the first quarter of 2026, with 361 directly caused by fiber cuts.