The Nigerian Communications Commission (NCC) has mandated all telecommunications operators to promptly notify consumers of major service disruptions via media platforms. This directive, which also includes provisions for compensating affected users, is part of the Commission’s broader efforts to improve transparency, consumer protection, and service delivery across the telecom industry.
Under the new guidelines, operators must clearly disclose the cause of the disruption, the specific areas impacted, and the estimated time for service restoration. Additionally, users impacted by such outages are entitled to proportional compensation, including service validity extensions and other remedial measures, in accordance with the NCC’s Consumer Code of Practice Regulations.
Nnenna Ukoha, Acting Head of Public Affairs at the NCC, emphasized that the move is aimed at improving the quality of user experience. “This directive ensures that consumers are not left in the dark during service outages and that they receive fair treatment,” she said.
Edoyemi Ogor, Director of Technical Standards and Network Integrity, noted that the Commission had tested the new reporting mechanisms in collaboration with telecom operators over several months. “We have piloted a reporting portal and workflow to ensure seamless communication and compliance. This directive follows a successful trial phase,” Ogor explained.
Industry Implications
The directive is expected to drive accountability among telecom providers, many of whom have faced criticism from subscribers over poor service quality, dropped calls, and prolonged data outages. Analysts say this move could place pressure on operators to invest more in network resilience and customer service infrastructure.
Telecom companies are now required to submit timely incident reports to the NCC, in addition to communicating with the public. Non-compliance with the directive may attract regulatory sanctions, according to Commission insiders.
Consumer Reactions
Early reactions from consumer rights groups have been largely positive. The National Association of Telecom Subscribers (NATCOMS) praised the NCC for taking decisive action to protect users. “This is long overdue,” said NATCOMS President, Chief Deolu Ogunbanjo. “For too long, subscribers have borne the brunt of poor service without explanations or redress. This will hold operators more accountable.”
Next Steps
The NCC plans to roll out public awareness campaigns to educate consumers on their rights under the new directive and how to claim compensation where applicable. It is also expected that the Commission will strengthen its monitoring systems to ensure full compliance across the sector.
