By Gloria Ikibah
Nigeria’s telecoms regulator has directed network operators to compensate subscribers with airtime where poor service delivery has been confirmed, signalling a firmer stance on consumer protection.
The Nigerian Communications Commission (NCC) said the move forms part of a strengthened enforcement regime aimed at improving network performance and holding operators accountable for persistent shortcomings.
The Executive Vice Chairman, Dr Aminu Maida, outlined the development at a media briefing in Abuja on Thursday, where he detailed fresh compliance measures being rolled out across the sector.
Under the new approach, operators will be required to provide airtime credits to affected customers in areas where they have failed to meet the commission’s minimum quality standards. The obligation rests entirely on the service providers, rather than the regulator.
The commission said it is now relying on more precise monitoring tools that track network performance at local government level. This allows regulators to identify specific locations and timeframes where service quality falls below expectations, rather than relying on broad or general complaints.
Maida said the targeted system will make enforcement more effective, ensuring that compensation is tied directly to verified lapses in service delivery.
The directive covers network failures recorded between November 2025 and January 2026 across several operators, marking one of the most concrete steps yet by the regulator to address ongoing consumer frustrations in the telecoms sector.
“Eligible subscribers will receive airtime credits with notifications explaining the cause and value of the compensation,” he said.
He added that notifications would improve transparency and help users understand why compensation was applied to their accounts.
Maida noted the commission has significantly strengthened its monitoring systems to capture real-time, location-specific service performance data.
“These systems ensure enforcement reflects actual user experience rather than generalised industry averages,” he said, highlighting improved regulatory precision.
He added that operators are required to implement the compensation directly, while the NCC provides oversight to ensure compliance.
“Independent checks will confirm that affected subscribers are properly credited,” he said, noting sanctions for non-compliance may follow.
Maida said the initiative formed part of broader reforms aimed at improving accountability and service standards within the telecommunications sector.
“Operators failing to meet obligations will face stricter enforcement measures,” he warned, signalling tougher regulatory action ahead.
He stressed that improving service quality required both sustained infrastructure investment and stronger operational discipline by network providers.
“Service providers must maintain performance standards consistently across all regions, including underserved and rural areas,” he said.
Maida reiterated the NCC’s commitment to balancing consumer protection with industry sustainability and long-term sector growth.
“Operators must take responsibility for the quality of experience delivered to subscribers,” he said, urging greater corporate accountability.
He added that the commission remained committed to ensuring Nigerians received value for money spent on telecom services nationwide.
“Persistent poor service quality is no longer acceptable under current regulatory direction,” he said, emphasising zero tolerance for continued lapses.