From Adanna Nnamani, Abuja

The Nigerian Communications Commission (NCC) has said that its directive requiring telecom operators to compensate subscribers for poor service quality will take effect this month.

The Commission revealed this in a frequently asked questions (FAQ) document released on Tuesday, detailing the scope of the directive and who qualifies for compensation.

The directive applies specifically to Mobile Network Operators (MNOs) that have failed to meet the Key Performance Indicators (KPIs) on Quality of Service (QoS). A separate compensation framework is already in place for Internet Service Providers (ISPs).

While the Commission did not specify which MNOs, including MTN, Airtel, Globacom, and 9mobile, have failed to meet the QoS standards, it emphasised that the compensation covers service failures affecting voice, data, and SMS services.

It noted that eligibility for compensation includes subscribers who experienced poor network service in affected Local Government Areas and made at least one outgoing revenue-generating event, such as a billed call, SMS, or data session, during the relevant period. The policy covers both individual and corporate customers, and subscribers do not need to apply as compensation will be automatic.

According to the regulator, operators are mandated to identify affected subscribers and provide compensation directly. However, only service failures that fall below the thresholds set by the NCC’s Quality of Service Regulations will qualify, while short or quickly remedied interruptions may not be eligible.

Last month, the Commission, through its Spokespersons, Mrs. Nnenna Ukoha, stated that the directive is part of a broader regulatory approach aimed at putting consumers at the center of Nigeria’s telecommunications ecosystem. The NCC noted that telecommunications services are crucial to economic activities, 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,” the Commission said.

The NCC added that the compensation policy is designed to complement existing measures to monitor service quality and enforce performance standards across the sector.

The post Compensation for poor service to start April –NCC appeared first on The Sun Nigeria.

From Adanna Nnamani, Abuja

The Nigerian Communications Commission (NCC) has said that its directive requiring telecom operators to compensate subscribers for poor service quality will take effect this month.

The Commission revealed this in a frequently asked questions (FAQ) document released on Tuesday, detailing the scope of the directive and who qualifies for compensation.

The directive applies specifically to Mobile Network Operators (MNOs) that have failed to meet the Key Performance Indicators (KPIs) on Quality of Service (QoS). A separate compensation framework is already in place for Internet Service Providers (ISPs).

While the Commission did not specify which MNOs, including MTN, Airtel, Globacom, and 9mobile, have failed to meet the QoS standards, it emphasised that the compensation covers service failures affecting voice, data, and SMS services.

It noted that eligibility for compensation includes subscribers who experienced poor network service in affected Local Government Areas and made at least one outgoing revenue-generating event, such as a billed call, SMS, or data session, during the relevant period. The policy covers both individual and corporate customers, and subscribers do not need to apply, as compensation will be automatic.

According to the regulator, operators are mandated to identify affected subscribers and provide compensation directly. However, only service failures that fall below the thresholds set by the NCC’s Quality of Service Regulations will qualify, while short or quickly remedied interruptions may not be eligible.

Last month, the Commission, through its spokesperson, Mrs Nnenna Ukoha, stated that the directive is part of a broader regulatory approach aimed at putting consumers at the centre of Nigeria’s telecommunications ecosystem. The NCC noted that telecommunications services are crucial to economic activities, 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,” the Commission said.

The NCC added that the compensation policy is designed to complement existing measures to monitor service quality and enforce performance standards across the sector.

The post Compensation for poor service to start April – NCC appeared first on The Sun Nigeria.