NCC Orders Telcos to Refund Users with Airtime Over Network Failures

Nigeria’s telecom regulator has directed mobile network providers, including major operators like MTN Nigeria and Airtel Nigeria, to compensate customers affected by poor service delivery.

The Nigerian Communications Commission (NCC) announced that subscribers who experience substandard network performance should no longer bear the inconvenience alone. Instead, telecom companies will be required to provide compensation whenever their services fall below approved quality benchmarks.

According to the directive, compensation will mainly come in the form of airtime credits. These credits will be calculated based on a user’s average spending and whether they were in locations where service disruptions occurred.

The commission emphasized that the move is part of a broader shift toward prioritizing consumer protection in the telecommunications sector. It noted that unreliable network services can disrupt business activities, communication, and overall productivity, making it necessary to hold operators more accountable.

In addition, telecom infrastructure providers have also been urged to strengthen their systems and invest more in network improvements. The NCC said this approach will not only enforce compliance but also ensure better service quality for millions of users across the country.