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… MTN begins compensation
By Chinenye Anuforo
Telecommunications operators in Nigeria have been directed to compensate subscribers for poor service delivery, as the Nigerian Communications Commission (NCC) moves to enforce stricter consumer protection measures across the industry.
Executive Vice Chairman of the NCC, Aminu Maida, disclosed this at a breakfast meeting with technology correspondents in Lagos on Thursday, stating that affected subscribers would begin receiving airtime compensation within 24 to 48 hours.
According to him, the compensation covers service lapses recorded between November and January, a period marked by widespread complaints over deteriorating network quality across the country.
The directive signals a tougher regulatory stance by the NCC, as pressure mounts on telecom operators to improve quality of service amid rising demand for data and voice services.
Nigeria’s largest telecom operator, MTN Nigeria, confirmed it has commenced the process of crediting affected customers in impacted areas, in line with the regulator’s directive.
However, the company noted that compensation alone would not resolve the deeper issues affecting service delivery.
MTN said it is embarking on a large-scale upgrade of its network infrastructure, increasing capital expenditure to boost capacity, reduce congestion, and enhance user experience, particularly in densely populated urban centres.
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The operator also revealed plans to strengthen network resilience against persistent challenges such as fibre cuts, power shortages, vandalism, and other external disruptions that continue to affect service quality nationwide.
In addition, MTN stressed the need for stronger collaboration with tower infrastructure providers to ensure base stations meet improved performance standards in line with global best practices.
The company pointed out that several of the constraints affecting service quality, including erratic power supply, right-of-way bottlenecks, and security threats to telecom infrastructure, remain largely beyond the direct control of operators.
Despite these challenges, MTN reaffirmed its commitment to sustained investment in Nigeria’s telecom sector, noting that reliable connectivity is critical to supporting business growth, digital services, and financial inclusion.
Meanwhile, the NCC also addressed concerns surrounding the recent dispute between telecom operators and the Federal Competition and Consumer Protection Commission (FCCPC), which led to the suspension of airtime and data credit services.
Maida explained that while telecom operators are licensed by the NCC, third-party providers offering credit services must obtain appropriate approvals from the FCCPC, adding that both regulators are working to resolve the issues.
The suspension had disrupted a widely used service that allows subscribers to borrow airtime or data during emergencies, highlighting the increasing overlap between telecommunications and financial technology services.
Industry watchers say the latest developments point to a more regulated telecom environment, where service quality, consumer rights, and digital innovation are coming under closer scrutiny.
For operators like MTN, the enforcement of compensation and ongoing infrastructure investments may put pressure on short-term earnings, but could ultimately improve customer satisfaction and reinforce market leadership.
As Nigeria deepens its digital economy drive, regulators appear determined to ensure that telecom operators are held accountable not just for expansion, but for delivering reliable and quality service to millions of subscribers.
