The Nigerian Communications Commission and telecom operators in Nigeria found themselves at odds yesterday over how the regulator determines which telcos have failed to serve certain subscribers and are therefore liable to pay compensation.
On Sunday night, the Commission criticized Mobile Network Operators dor providing substandard service to some customers, directing that operators compensate subscribers whose network performance falls below specified standards in designated locations.
However, the telcos questioned the methodology behind the Commission’s assessment and demanded clarification.
Engr Gbenga Adebayo, President of the Association of Licensed Telecom Operators of Nigeria stated, “I am aware of the directive of the commission to my members. But, we are engaging them because some of my members affected are confused about how the commission arrived at such decisions. While we would also want to comply with the Commission’s directives, we are also obligated to ask questions where issues are not clear; and that’s the stage we are at now. Perhaps, we may have a resolution within the window of the Commission’s directive.”
In response, the NCC, through its Head of Public Affairs, Mrs Nnenna Ukoha, emphasized the consumer-focused intent of the directive noting, “Our position is that subscribers should not be made to bear the full burden of service disruptions where operators fail to meet prescribed standards of service delivery.
“Under this directive, erring operators will compensate affected users directly for breaches of Quality of Service (QoS) Key Performance Indicators (KPIs).
“Mobile Network Operators (MNOs) shall be required to pay these compensations for instances of poor quality of service recorded within specified time frames.
“The compensation will be provided in the form of airtime credits, calculated based on subscribers’ average spending patterns and their presence within Local Government Areas where service failures occur.
“The directive is rooted in the Commission’s broader regulatory philosophy that places the consumer at the centre of Nigeria’s telecommunications ecosystem. Telecommunications services today underpin economic activity, social interaction, and access to digital opportunities. When service quality is poor, the consequences affect productivity, commercial activities, and even public confidence in our communications system.
“While regulatory fines have traditionally served as a deterrent against poor service delivery, the Commission is adopting a more consumer-focused approach that strengthens accountability within the industry.
“The Commission has designed this measure to complement existing and ongoing efforts to strengthen service quality monitoring and enforce performance standards.
“Further to this directive the Commission is also mandating Tower Companies who own the critical infrastructure for Quality of Service delivery, such as masts, to invest in infrastructure with measurable outcomes using sums that it has fined these companies, in addition to other financial fines the Commission will deem appropriate.
“The Commission will continue to reinforce the obligation of operators to invest consistently in network resilience, capacity expansion, and infrastructure upgrades to meet the growing demand for telecommunications services. At the same time, it will deploy regulatory tools that promote fairness, transparency, and accountability across the sector, ensuring that every subscriber receives the quality of service they deserve while sustaining a telecommunications industry capable of powering Nigeria’s digital future.”
