The Nigerian Communications Commission (NCC) has directed Mobile Network Operators (MNOs) to directly compensate subscribers for substandard service, sparking a disagreement with telecom providers over the methodology used to determine these infractions.
The Nigerian Communications Commission (NCC) and major telecommunications operators are locked in a heated dispute following a Sunday night directive mandating Mobile Network Operators (MNOs) to compensate subscribers for substandard service. The Commission, through a statement by its Head of Public Affairs, Mrs. Nnenna Ukoha, officially “slammed” the operators for failing to meet prescribed Quality of Service (QoS) standards. Under the new directive, any MNO that falls below specified targets for Key Performance Indicators (KPIs) within a given location and timeframe must provide direct compensation to affected users, typically in the form of airtime credits.
While the regulator maintains that consumers should not pay for disruptions they did not cause, the Association of Licensed Telecom Operators of Nigeria (ALTON) has raised concerns regarding the fairness of the assessment process. Engr. Gbenga Adebayo, President of ALTON, stated on Monday, March 30, 2026, that while members intend to comply with legal directives, many are currently “confused” by how the NCC arrived at its specific findings of failure. “While we would also want to comply with the Commission’s directives, we are also obligated to ask questions where issues are not clear; and that’s the stage we are at now,” Adebayo noted, suggesting that a resolution might be reached within the compliance window provided by the regulator.
The NCC’s position is rooted in a shift toward a more consumer-centric regulatory philosophy, aimed at moving beyond traditional corporate fines to direct subscriber relief. According to the Commission, the compensation will be calculated based on a subscriber’s average spending patterns and their recorded presence within the Local Government Areas where service failures were documented. “Our position is that subscribers should not be made to bear the full burden of service disruptions where operators fail to meet prescribed standards of service delivery,” the statement read. As the argument over methodology continues, the outcome will likely set a major precedent for how network accountability is enforced in Nigeria’s digital economy.
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