NCC Directs Telecom Operators to Compensate Subscribers for Service Failures

The Nigerian Communications Commission (NCC) has instructed telecommunications operators to compensate subscribers for service disruptions, indicating a stronger regulatory approach toward service quality and consumer protection.

This directive was issued in a press statement signed by the Commission’s management, which expressed concern over persistent complaints from subscribers, including dropped calls, unstable data services, and extended network outages.

According to the directive, telecom operators are required to compensate customers in cases where service failures are traced to their networks. The Commission emphasized that this responsibility is mandatory and forms part of the existing regulatory framework governing telecom operations in Nigeria.

It further explained that compensation could take various forms, such as airtime credits, data bonuses, or extensions of service validity, depending on the severity and duration of the disruption.

The NCC also warned that failure to comply with the directive would result in sanctions, stressing that operators must fully adhere to the Consumer Code of Practice Regulations, which outline standards for service delivery and mechanisms for subscriber redress.

Subscribers were advised to formally report service issues through approved complaint channels, with assurances from the Commission that such complaints would be monitored and resolved within stipulated timelines.

The directive underscores a renewed effort by the NCC to hold telecom operators accountable, especially as increasing network usage continues to place greater pressure on infrastructure and service reliability across the country.