Nigerians to Receive Airtime Credits as NCC Enforces Service Quality Standards

Nigerians to Receive Airtime Credits as NCC Enforces Service Quality Standards

Nigeria’s telecom regulator, the Nigerian Communications Commission, has directed mobile network operators to compensate subscribers affected by prolonged or repeated poor quality of service, under a new regulatory framework set to take effect from April 2026.

The commission said the directive is aimed at strengthening consumer protection, enforcing accountability, and improving overall service quality in Nigeria’s telecommunications sector.

Under the new framework, telecom operators—including major players like MTN Nigeria, Airtel Nigeria, Globacom, and 9mobile—are required to proactively identify affected users and issue automatic airtime compensation without requiring complaints.

Subscribers in impacted local government areas will receive airtime credits for disruptions affecting voice calls, SMS, and data services, provided they made at least one revenue-generating activity—such as a billed call, SMS, or data session—during the outage period.

The NCC explained that both individual and corporate subscribers are eligible, and compensation will be credited directly to affected lines. Users will be notified via SMS, with details of the credited amount and reason. However, subscribers with multiple SIM cards will only receive compensation on lines that recorded billable activity in affected areas, while those who switch networks during or after an outage will not qualify for compensation from their previous operator.

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The commission emphasised that subscribers do not need to file claims, as operators are expected to rely on network performance monitoring systems and Quality of Service (QoS) benchmarks to detect service failures and identify impacted customers automatically.

This development comes against the backdrop of worsening network reliability challenges. In the first quarter of 2026 alone, telecom operators recorded 577 network outages, with 361 linked to fibre cuts, a major issue affecting infrastructure nationwide. Industry data shows that MTN Nigeria and Backbone Connectivity accounted for nearly 70 per cent of these incidents, underscoring the scale of the problem.

Despite these disruptions, telecom companies have continued to invest heavily in network upgrades, fibre infrastructure, and coverage expansion, as they struggle to balance rising demand with infrastructure vulnerabilities such as vandalism, theft, and accidental fibre damage.

The NCC clarified that the new compensation regime applies only to significant service failures that fall below regulatory thresholds. Minor or quickly resolved outages will not qualify. In addition, outages that occurred before November 2025 are excluded, and exceptional events such as fibre cuts, vandalism, natural disasters, or other external disruptions will be carefully reviewed before compensation is approved.

The regulator also noted that the compensation mechanism does not replace existing enforcement measures. Telecom operators may still face regulatory fines for persistent or severe service failures, and compliance will be monitored through audits and performance reviews.

According to the commission, the compensation amount will be determined based on subscriber usage during the outage period, the operator’s QoS performance in the affected location, and confirmation of at least one billed activity.

The framework aligns with existing regulations, including the Consumer Code of Practice Regulations 2024 and the Quality of Service Regulations 2024, further strengthening Nigeria’s telecom regulatory structure.

Importantly, the policy applies only to mobile network operators in Nigeria. Internet service providers operate under a separate framework, while foreign SIM cards roaming in Nigeria are excluded. However, subscribers on national roaming arrangements may still qualify depending on network evaluation.

Industry analysts say the move marks a significant shift from traditional penalty-based regulation to a more consumer-centric model, where subscribers directly benefit from service failures.

While the directive is expected to improve customer satisfaction and increase pressure on operators to deliver consistent service, it also introduces additional operational and financial responsibilities for telecom companies already grappling with infrastructure challenges.

Ultimately, the NCC believes the policy will ensure Nigerians receive value for money while compelling operators to maintain acceptable service standards across the country.

Nigerians to Receive Airtime Credits as NCC Enforces Service Quality Standards