The Nigerian Communications Commission has introduced a new compensation framework for subscribers. This policy targets prolonged or repeated poor network service across Nigeria. Importantly, the framework takes effect from April 2026 nationwide.
Consequently, telecom operators must compensate affected users directly and promptly. They must also identify impacted subscribers without requiring formal complaints. This approach strengthens accountability across Nigeria’s telecommunications sector. Under this system, eligible users will receive automatic airtime credits.
These credits cover disruptions affecting calls, SMS, and mobile data services.Both individual and corporate subscribers qualify under the new policy. However, subscribers must meet specific eligibility conditions to benefit. They must experience poor service within affected local government areas.
Additionally, they must complete at least one billed activity during the outage period. Meanwhile, operators will notify users through SMS once credits are applied. Only affected SIMs with verified activity will receive compensation. Users who switch networks during outages will lose eligibility. Notably, telecom providers have faced rising outages due to frequent fibre cuts.
In early 2026, operators recorded hundreds of service disruptions nationwide. Many of these incidents resulted from infrastructure damage and technical failures. Therefore, the commission now requires proactive network monitoring by operators. This ensures accurate identification of affected users without manual claims. Furthermore, compensation excludes minor or quickly resolved service interruptions.
Authorities will review exceptional cases like vandalism or natural disasters carefully. Ultimately, this framework reinforces service quality standards and consumer protection. It also aligns with existing regulations governing telecom performance in Nigeria.
