The Nigerian Communications Commission (NCC) has directed telecommunications companies in Nigeria to compensate customers who experience poor network service.
The NCC made this known in a press release, signed by its Head of Public Affairs Department, Ms Nnenna Ukoha.
According to the NCC, users should not suffer when network providers fail to meet required service standards. Any operator that does not meet these standards will now have to compensate affected subscribers directly.
The compensation will be given as airtime credits, based on how much a user typically spends and whether they were in areas where the network problems occurred.
This move is part of the NCC’s effort to put consumers first in Nigeria’s telecommunications sector. The Commission noted that telecommunications services are essential for business, communication, and access to digital opportunities. Poor service can affect productivity, businesses, and public trust.
Instead of relying only on fines, the NCC is introducing this approach to make telecommunications companies more accountable to their customers.
The Commission also directed tower companies that provide infrastructure, such as network masts, to reinvest fines into improving their facilities and service quality.
The NCC says it will continue to ensure that telecommunications operators improve their networks, expand capacity, and deliver better service, so that Nigerians get the quality they deserve.
