The Nigerian Communications Commission (NCC) has issued a directive to Mobile Network Operators (MNOs) to compensate subscribers for poor network quality of service. The directive, which aims to place the consumer at the centre of Nigeria's telecommunications ecosystem, requires erring operators to pay affected users directly for breaches of Quality of Service (QoS) Key Performance Indicators (KPIs).
According to the NCC, 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. This measure is designed to complement existing efforts to strengthen service quality monitoring and enforce performance standards.
The NCC has also mandated Tower Companies to invest in infrastructure with measurable outcomes using sums that the Commission will fine these companies. The goal is to promote fairness, transparency, and accountability across the sector, ensuring that every subscriber receives the quality of service they deserve.
The NCC's directive is a welcome move towards holding telecom operators accountable for their service quality. By mandating compensation for poor network quality, the Commission is sending a clear signal that subscribers will no longer bear the brunt of service disruptions. The use of airtime credits as compensation is a practical approach that acknowledges the financial impact of poor service on subscribers. However, the effectiveness of this measure will depend on the Commission's ability to enforce compliance and ensure that operators invest in network resilience and capacity expansion. Ultimately, this directive is a step towards a more consumer-focused approach that prioritizes the needs of everyday Nigerians.
