NCC Orders Telcos to Give Subscribers Free Airtime for Poor Network Service
Nigerian Communications Commission (NCC), yesterday ordered telecom operators to begin compensation of subscribers for poor network quality with airtime credits.
Dr Aminu Maida, executive vice chairman, NCC, highlighted that the measure is part of renewed efforts to improve service delivery, protect consumers, and hold operators accountable for persistent lapses in network performance across the country.
Maida, also outlined his commission’s latest compliance and enforcement strategies, stressing that the compensation directive followed verified failures by operators to meet established minimum quality of service standards in several locations.
“It is not a refund from the regulator but a compliance obligation placed on service providers,” he said, stressing operators must bear full responsibility.
According to him, the framework relies on detailed monitoring at local government level, enabling the commission to pinpoint exact areas and periods of poor service.
This granular approach, he said, allows regulators to move beyond general complaints and focus on measurable, location-specific service deficiencies affecting subscribers.
He affirmed that the compensation specifically covers service failures recorded between November 2025 and January 2026 across multiple network providers.
“Eligible subscribers will receive airtime credits with notifications explaining the cause and value of the compensation,” he said.
He stated further those notifications would improve transparency and help users understand why compensation was applied to their accounts.
Maida disclosed that the commission has significantly strengthened its monitoring systems to capture real-time, location-specific service performance data.
“These systems ensure enforcement reflects actual user experience rather than generalised industry averages,” he said, stressing improved regulatory precision.
The NCC boss added that operators are required to implement the compensation directly, while the NCC provides oversight to ensure compliance.
“Independent checks will confirm that affected subscribers are properly credited,” he said, noting sanctions for non-compliance may follow.
He said the initiative formed part of broader reforms aimed at improving accountability and service standards within the telecommunications sector.
“Operators failing to meet obligations will face stricter enforcement measures,” he warned, signalling tougher regulatory action ahead.
Maida acknowledged that improving service quality required both sustained infrastructure investment and stronger operational discipline by network providers.
“Service providers must maintain performance standards consistently across all regions, including underserved and rural areas,” he said.
He reiterated the NCC’s commitment to balancing consumer protection with industry sustainability and long-term sector growth.
“Operators must take responsibility for the quality of experience delivered to subscribers,” he said, urging greater corporate accountability.
He averred that the commission remained committed to ensuring Nigerians received value for money spent on telecom services nationwide.
“Persistent poor service quality is no longer acceptable under current regulatory direction,” he said, highlighting zero tolerance for continued lapses.