The Nigerian Communications Commission has ordered telecommunications companies to compensate subscribers affected by prolonged or recurring poor network service, introducing a new framework set to take effect from April 2026.
According to the regulator, the directive is aimed at strengthening accountability in the telecom sector by ensuring that customers receive compensation for service disruptions without needing to file complaints.
Under the new framework, mobile network operators are required to identify affected subscribers in impacted local government areas and automatically issue airtime credits for disruptions to voice calls, SMS, and data services. The policy applies to both individual and corporate users.
To qualify, subscribers must have experienced poor service in the affected area and made at least one revenue-generating activity—such as a billed call, SMS, or data usage—during the period of disruption.
The commission said subscribers would be notified via SMS once compensation is applied, including details of the credited amount. However, only active lines affected during the outage will be credited, and customers who switched networks during or after the disruption will not be eligible for compensation from their previous provider.
The move comes amid persistent network challenges in Nigeria’s telecom industry, with operators grappling with frequent outages, many of which are linked to fibre cuts. In the first quarter of 2026 alone, the sector recorded 577 outages, with a significant proportion attributed to infrastructure damage.
The NCC stated that subscribers will not be required to submit claims, as operators are expected to monitor network performance using established Quality of Service benchmarks to identify affected users.
Airtime credits issued under the scheme will be unrestricted and can be used for calls, data, and USSD services on the operator’s network.
The regulator clarified that the new directive complements existing consumer protection frameworks, including the Consumer Code of Practice Regulations 2024 and the Quality of Service Regulations 2024, rather than replacing them.
The compensation policy will apply only to Nigerian mobile network operators. Internet service providers are governed by a separate framework, while foreign SIM cards roaming in Nigeria are excluded from the scheme. However, users on national roaming arrangements may qualify depending on network assessments.
Only prolonged or repeated service failures that fall below regulatory standards will attract compensation, while brief or quickly resolved outages are excluded. Incidents that occurred before November 2025 are also not covered.
The commission added that exceptional cases such as fibre cuts, vandalism, theft, or natural disasters would be reviewed before compensation is granted. Operators may still face regulatory sanctions, including fines, for severe or repeated service failures.
According to the NCC, compensation amounts will be determined based on subscriber usage during the outage period, the operator’s service quality performance, and confirmation of billed activity.
The regulator described the framework as a significant step toward ensuring that telecom consumers receive value for money and that operators maintain acceptable service standards nationwide.
