The Nigerian Communications Commission (NCC) has directed all telecommunications operators to issue timely notifications to subscribers ahead of planned network disruptions—and compensate users for any service failures.
In a circular released on Monday, May 26, 2025, the commission stated that the new directive is aimed at curbing the wave of consumer complaints over unannounced outages, dropped calls, poor internet service, and billing anomalies.
According to the NCC, all licensed mobile and internet providers must now comply with clear consumer protection guidelines that demand transparency, responsiveness, and accountability.
The statement partly reads:
“Subscribers must be notified at least 24 hours before any planned outage. Where service is disrupted due to faults within the operator’s control, appropriate compensation must follow.”
The move comes amid growing criticism of major telcos, including MTN, Airtel, Glo, and 9mobile, over worsening service quality in urban and rural areas alike.
Subscribers entitled to refunds, penalties for failed service
Beyond just informing users, the NCC emphasized that all service providers are now under obligation to refund data or airtime lost during extended disruptions.
The regulator warned that failure to adhere to the new compensation rule would attract penalties and possible sanctions.
The policy, it said, is part of its broader Consumer Code of Practice Regulations, designed to uphold quality standards across Nigeria’s telecom sector.
Industry analysts say the directive signals a tougher stance by the commission, long accused of overlooking consumer grievances in favor of industry giants.
Nigerians, especially in remote locations, have frequently lamented poor signal strength, unexplained deductions, and delayed service restoration—issues NCC says it now intends to tackle more aggressively.
With over 220 million mobile subscriptions in the country, the new order is expected to shift the balance toward a more accountable and customer-focused telecom industry.
