The Nigerian Communications Commission (NCC) is following up on its earlier directive on compensation of subscribers over poor quality of service with more action, saying the directive takes effect this month.

The Commission disclosed this in an FAQ released yesterday, providing more details on the directive and the category of subscribers that would be compensated.

While emphasising that the directive only applies to mobile network operators (MNOs) that have failed to meet their key performance indicators (KPIs) on quality of service, the Commission said a compensation framework is already in place for Internet service providers (ISPs).

But the Commission is silent about the MNOs – MTN, Airtel, Globacom, and 9mobile – which have not met the required QoS KPIs.

NCC in the FAQ disclosed that the compensation covers service failures affecting voice, data, or SMS services.

Highlighting 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.”

NCC also noted that the compensation framework covers both individuals and corporate customers.

The Commission added that the subscribers do not need to apply for the compensation because it is automatic.

“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.

Recall that in March, the Commission, in a statement released by its Head of Public Affairs, Mrs Nnenna Ukoha, said it has directed Mobile Network Operators to compensate subscribers in areas where network quality falls below prescribed standards.

The NCC explained that the directive is part of its broader regulatory approach aimed at placing consumers at the centre of Nigeria’s telecommunications ecosystem.

It noted that telecommunications services play a critical role in economic activities, social interaction, and access to digital opportunities.

“When service quality is poor, the consequences affect productivity, commercial activities, and even public confidence in our communications system,” the Commission stated.

The regulator added that the compensation policy is designed to complement existing measures to monitor service quality and enforce performance standards across the sector. While welcoming the directive, subscribers’ associations had in March demanded a proper framework for.

President, Association of Telephone, Cable TV, and Internet Subscribers of Nigeria (ATCIS-Nigeria), Sina Bilesanmi, said: “We welcome the development because our members deserve a good value for their cash. But we do not know how the NCC wants to enforce the order because, under the leadership of Ernest Ndukwe, they directed MTN and Celtel (now Airtel) to pay compensation to all active subscribers on their networks as of January 31, 2008, as a penalty for persistent poor service quality. Despite legal challenges from the operators, he maintained that they must take responsibility for service failures.”

On his part, the President, NATCOMs, Chief Deolu Ogunbanjo, said: “For years, we have agitated that fines should follow the victim, not just the treasury. The subscriber is the one who suffers the dropped call and the lost data. By mandating direct airtime credits, the NCC is finally putting the ‘consumer as king’ philosophy into practice.”

Ogunbanjo, who called for 100 per cent compensation for either data or voice services that fail, stressed the importance of clarity of process.