Telecom Operators Compensate Consumers For Poor Quality Of Service

Nigeria’s telecommunications operators have begun giving compensation to subscribers for poor network service, following a directive by the Nigerian Communications Commission, even as millions of users continue to grapple with persistent connectivity challenges.

The development marks a rare regulatory enforcement in a sector long criticised for dropped calls, slow internet speeds and unreliable service delivery.

Findings indicate that major operators, including Airtel Nigeria and MTN Nigeria, have begun issuing airtime credits to affected subscribers for service disruptions recorded between November 2025 and January 2026

While Airtel users are the latest to be instructed to check balances via designated USSD codes. Over a week ago, MTN subscribers confirmed receiving SMS notifications informing them of compensation credited to their lines,

According to findings, the compensation amounts are still relatively small, ranging from as little as N20 to around N600, depending on the severity of the service disruption in particular areas.

Meanwhile, NCC, the telecom regulator, clarified that the payments are not refunds but regulatory compensation tied to operators’ failure to meet established quality-of-service benchmarks.

Executive vice chairman of the commission, Aminu Maida, said the initiative forms part of efforts to strengthen consumer protection and enforce compliance across the industry.

Under the framework, network performance is assessed at the local government level, allowing regulators to determine the extent of service failure in different areas and apply compensation accordingly. Airtel has already commenced direct airtime compensation to its subscribers, as it reinforces the industry-wide rollout of the directive aimed at addressing widespread complaints.

The move follows months of deteriorating network quality that has disrupted business operations, financial transactions, and communication across the country, particularly in major urban centres.

Industry observers note that while the compensation signals increased regulatory oversight, it has done little to address the root causes of the crisis, including infrastructure deficits, rising operational costs, and growing demand for data services.

The regulator’s latest action continues a series of measures, following earlier directives requiring telecom operators to compensate subscribers, emphasising that users must not be made to suffer the consequences of inadequate service delivery.

Digital Infrastructure analyst Teju Abolade remarked that without sustained investment in network infrastructure and improved service delivery, the compensation regime may offer only temporary relief to consumers.

He asserted, “Without restoring network reliability remains critical to supporting financial inclusion, e-commerce, and broader economic productivity even as Nigeria’s digital economy continues to expand.”