For years, mobile users in Nigeria have accepted unreliable service, even though they pay full fees.
However, this balance may now change across the country.
Stronger Consumer Protection
The Nigerian Communications Commission (NCC) has directed Mobile Network Operators to compensate users in areas where service falls below required standards.
The directive came from Nnenna Ukoha.
At its core, the rule remains simple.
Service must meet standards, or operators must pay compensation.
As a result, affected subscribers will receive airtime credits when service fails in their area.
The NCC will calculate compensation using users’ average spending and the location of service failure.
In addition, the NCC extends responsibility to infrastructure providers.
Tower Companies must reinvest fines to improve network infrastructure.
This approach aims to deliver measurable improvements, rather than relying on penalties alone.
Enforcing Quality Service Standards
Moreover, telecommunications services now serve as essential tools for business, education, and daily communication.
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Poor service reduces productivity and weakens public trust in digital systems.
To enforce standards, the NCC introduced QoS regulations in 2024.
These regulations set strict Key Performance Indicators for operators.
For example, these include call drop rates, call success rates, and network congestion levels.
Operators must meet defined thresholds to stay compliant.
However, failure to meet these standards attracts penalties.
Fines start at around ₦5 million per breach, and additional daily penalties apply.
Tougher Penalties and Compliance
Earlier this year, the NCC announced potential penalties of about ₦12.4 billion.
This followed repeated violations of service obligations.
Furthermore, companies such as Globacom, Airtel Nigeria, and IHS Towers have faced fines for non-compliance.
Ultimately, the NCC is increasing pressure on operators to improve network quality.
Consequently, users no longer bear the cost of poor service.
