In a major policy shift aimed at improving accountability in Nigeria’s telecommunications sector, the Nigerian Communications Commission (NCC) has officially mandated that Mobile Network Operators (MNOs) compensate subscribers for poor service.
Under the leadership of Executive Vice Chairman Aminu Maida, the Commission is moving away from just fining operators and toward ensuring that the affected “end-user” receives direct restitution. Here is everything you need to know about your eligibility and how the system works.
Who is Eligible for Compensation?
Not every dropped call qualifies, but the NCC has set clear criteria for who gets credited:
• Location-Based Failure: You must be in a Local Government Area (LGA) where the network operator failed to meet the minimum Quality of Service (QoS) benchmarks.
• Active Status: You must have performed at least one “revenue-generating activity” (a call, SMS, or data usage) during the period of the disruption.
• Domestic Subscribers: Only Nigerian SIM cards are eligible. If you are roaming in Nigeria with a foreign SIM, you do not qualify for this framework.
How Much Will You Get?
The compensation is not a flat rate for everyone. It is calculated proportionally based on:
• Your Spending Habits: Subscribers who spend more on airtime and data will receive a higher compensation value compared to low-spenders.
• Severity of Disruption: The amount depends on how far the operator fell below the required standards in your specific area.
• Historical Data: The current wave of compensation (rolling out in April 2026) covers service failures recorded between November 2025 and January 2026.
One of the most important aspects of this new directive is that subscribers do not need to apply or file a claim. * Automatic Credit: MNOs like MTN, Airtel, and Glo are required to identify affected users through their own network performance data and credit them automatically.
• Notification: You should receive an SMS notification from your provider explaining the reason for the credit and the value added to your balance.
• Form of Payment: Compensation is issued as airtime credits. This credit has no usage restrictions—you can use it for voice calls, data subscriptions, or USSD services.
The NCC defines “poor service” through technical Key Performance Indicators (KPIs). General “bad signal” for a few minutes might not trigger a payout, but the following usually do:
• Persistent Dropped Calls: Frequent interruptions during active conversations.
• Data Downtime: Prolonged inability to access the internet despite having an active plan.
• Unsuccessful Call Setup: When the network consistently fails to connect your calls.
What to Do if You Aren’t Credited?
If you believe you lived and worked in an area with verified service failures but haven’t received a notification, you can still escalate the issue:
1. Contact the Operator: First, lodge a formal complaint with your provider (e.g., call 180 for MTN, 111 for Airtel, or 121 for Glo).
2. Escalate to NCC: If the operator does not resolve your issue, call the NCC Toll-Free line at 622 or visit the Consumer Affairs portal to file a formal report.
