NCC mandates telecom firms to compensate Nigerians automatically for poor network service starting April 2026.

The Nigerian Communications Commission (NCC) has issued a new directive compelling telecom operators to compensate subscribers for poor quality of service, with implementation scheduled to commence in April 2026.
In a Frequently Asked Questions (FAQ) document released on Tuesday, the Commission stated that the policy is designed to hold service providers accountable while enhancing the quality of telecom services nationwide.

The directive targets Mobile Network Operators that fail to meet the prescribed Quality of Service standards. Major telecom providers such as MTN Nigeria, Airtel Nigeria, Globacom, and 9mobile fall under the regulation, although the NCC did not single out any operator for non-compliance.
According to the framework, compensation will apply to service failures affecting voice calls, SMS, and data services. Subscribers will be eligible if they experience poor network performance within a specific Local Government Area and have at least one billable activity—such as making a call, sending a text, or using data—during the affected period.
The Commission noted that both individual and corporate subscribers qualify for compensation. Importantly, users will not be required to submit claims, as telecom operators are mandated to automatically identify impacted customers and process compensation directly.
The NCC further explained that the directive complements existing regulations, including the Consumer Code of Practice Regulations 2024 and the Quality of Service Regulations 2024, rather than replacing them.
However, it clarified that minor or short-lived service disruptions that are quickly resolved may not meet the required thresholds for compensation.
The initiative is part of broader regulatory efforts aimed at improving accountability in Nigeria’s telecommunications sector and ensuring reliable and consistent service delivery for consumers across the country.