The Nigerian Communications Commission (NCC) has directed mobile network operators to compensate subscribers affected by prolonged or repeated network outages, in a new policy framework set to take effect from April 2026.
The directive applies to areas where telecom operators fail to meet required Quality of Service (QoS) standards, marking a shift toward automatic consumer compensation in Nigeria’s telecom sector.
Under the new rule, affected users will receive airtime credit automatically without filing complaints.
The NCC stated that operators must identify impacted subscribers and provide direct compensation once service failures are confirmed in specific Local Government Areas.
Both individual and corporate customers are covered under the framework, provided they engaged in at least one paid activity such as calls, SMS, or data usage during the outage period.
Compensation will be issued as airtime credit usable for calls, data, SMS, and USSD services, with the amount determined by usage levels and operator performance in the affected area.
Subscribers will receive SMS notifications once credits are applied.
The regulator explained that the policy is designed to improve accountability and address long-standing complaints about poor network quality, including dropped calls and slow internet services.
However, it noted that short disruptions, as well as outages caused by vandalism, fibre cuts, or natural disasters, may not qualify for compensation.
Foreign roaming SIM cards are also excluded from the scheme.
Industry analysts say the directive could increase pressure on telecom operators but may also encourage stronger investment in network infrastructure and service reliability.
The NCC said it will monitor compliance and carry out audits to ensure operators adhere to the new rules before compensation is activated.
More details, including affected areas, are expected to be released on the Commission’s official platform.