Poor Network Quality: NCC Directs Telcos to Credit Subscribers With Airtime

The Nigerian Communications Commission (NCC) has announced that telecom operators will now compensate customers affected by poor network service with airtime credits, as part of a stricter enforcement system to improve service quality nationwide.

The directive is aimed at strengthening consumer protection and ensuring operators are held accountable for ongoing service deficiencies across the country.

Speaking on Thursday at a media breakfast meeting, NCC Executive Vice Chairman Dr. Aminu Maida said the policy follows confirmed cases where operators failed to meet minimum quality standards in various locations.

“It is not a refund from the regulator but a compliance obligation placed on service providers,” he said, adding that full responsibility lies with the operators.

Maida said the commission’s approach relies on enhanced monitoring at local government level to pinpoint where and when service failures occur.

He explained that this data-driven system helps the regulator move beyond general complaints to specific, measurable service gaps affecting users.

He further disclosed that the compensation covers service disruptions recorded between November 2025 and January 2026 across different networks.

“Eligible subscribers will receive airtime credits with notifications explaining the cause and value of the compensation,” he said.

According to him, the notifications are designed to promote transparency and accountability in the process.

Maida said the NCC has strengthened its monitoring infrastructure to track real-time service performance more accurately.

“These systems ensure enforcement reflects actual user experience rather than generalised industry averages,” he said.

He added that telecom operators are required to implement the compensation directly, while the NCC will oversee compliance and verify execution.

“Independent checks will confirm that affected subscribers are properly credited,” he said, warning that failure to comply could attract sanctions.

Maida described the initiative as part of wider reforms to improve accountability in the telecommunications industry.

“Operators failing to meet obligations will face stricter enforcement measures,” he warned.

He stressed that consistent investment and operational discipline are necessary to sustain service improvements.

“Service providers must maintain performance standards consistently across all regions, including underserved and rural areas,” he said.

Reiterating the commission’s stance, Maida said poor service quality would no longer be tolerated.

“Persistent poor service quality is no longer acceptable under current regulatory direction,” he said.

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