Telecom Subscribers’ Compensation For Poor Service Will Start In April – NCC

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

In a detailed FAQ released on Tuesday, the commission explained that the policy applies only to Mobile Network Operators that fail to meet the required Key Performance Indicators (KPIs) for quality of service.

It also clarified that a separate compensation framework already exists for Internet Service Providers.

The NCC did not reveal which of the major operators comprising MTN, Airtel, Globacom, and 9mobile failed to meet the set standards.

According to the regulator, the compensation will cover service disruptions affecting voice calls, mobile data, and SMS services.

Explaining the eligibility criteria for the compensation, the Commission said: “You may be qualified if: You experienced poor network service in an affected Local Government Area; and  “You made at least one outgoing revenue-generating event (billed call, SMS, or data session) during the relevant period.”

It added that both individual and corporate subscribers are eligible under the framework.

The NCC also made it clear that users do not need to submit any application, as the compensation process will happen automatically.

“Operators are required and mandated to identify affected subscribers and provide compensation directly.

“Only service failures that fall below the defined thresholds set by the Quality of Service Regulations issued by the NCC will qualify for compensation.

“Short, isolated interruptions and immediately remedied interruptions may not qualify,” the telecom regulator noted.

Late last month, the NCC, in a statement released by its Head of Public Affairs, Nnenna Ukoha, said it has directed Mobile Network Operators to compensate subscribers in areas where network quality falls below prescribed standards.

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