Regulator directs mobile operators to compensate subscribers with free talk time for subpar network quality

The Nigerian Communications Commission has instituted a measure to compensate subscribers for subpar network quality, with telecom operators set to provide airtime credits as part of a reinforced regulatory framework across the country.

This initiative aims to enhance service delivery, safeguard consumer interests, and hold operators accountable for recurring network performance issues, according to the Executive Vice Chairman, Dr Aminu Maida.

Dr Maida unveiled the commission's latest compliance and enforcement strategies during a media breakfast meeting on Thursday, revealing that the compensation directive stems from verified instances of operators failing to meet minimum quality of service standards in various locations.

He clarified that the compensation is not a refund from the regulator, but rather a compliance obligation imposed on service providers, emphasizing that operators must bear full responsibility for their actions.

The framework utilizes detailed monitoring at the local government level, enabling the commission to identify specific areas and periods of poor service, thereby allowing regulators to focus on measurable, location-specific service deficiencies affecting subscribers.

This approach enables the commission to move beyond general complaints and pinpoint exact areas requiring improvement, with the compensation covering service failures recorded between November 2025 and January 2026 across multiple network providers.

Eligible subscribers will receive airtime credits accompanied by notifications explaining the cause and value of the compensation, which will improve transparency and help users understand why compensation was applied to their accounts.

The commission has significantly strengthened its monitoring systems to capture real-time, location-specific service performance data, ensuring that enforcement reflects actual user experience rather than generalized industry averages.

Operators are required to implement the compensation directly, while the NCC provides oversight to ensure compliance, with independent checks confirming that affected subscribers are properly credited and sanctions for non-compliance potentially following.

The initiative is part of broader reforms aimed at improving accountability and service standards within the telecommunications sector, with Dr Maida warning that operators failing to meet obligations will face stricter enforcement measures.

He emphasized that improving service quality requires both sustained infrastructure investment and stronger operational discipline by network providers, who must maintain performance standards consistently across all regions, including underserved and rural areas.

Dr Maida reiterated the NCC's commitment to balancing consumer protection with industry sustainability and long-term sector growth, urging operators to take responsibility for the quality of experience delivered to subscribers.

The commission remains committed to ensuring Nigerians receive value for money spent on telecom services nationwide, with Dr Maida stressing that persistent poor service quality is no longer acceptable under current regulatory direction, emphasizing zero tolerance for continued lapses.