Over 75 Million Subscribers Compensated Amid Service Quality Concerns
The Nigerian Communications Commission (NCC) announced on Tuesday that mobile network operators (MNOs) have paid compensation to over 75 million telecommunications subscribers. This initiative follows a regulatory directive aimed at addressing the decline in service quality that consumers have faced.
This announcement was made in a statement after the NCC’s 109th steering committee meeting, where members reviewed the implementation of various measures designed to enhance service delivery within the telecommunications sector.
In March, the NCC issued an order mandating MNOs to offer relief to subscribers who experienced degraded service quality in regions where the prescribed service standards fell short. The Commission noted substantial progress in complying with this directive, revealing that over 75 million affected subscribers have received compensation.
This development comes in response to ongoing complaints from telecom users nationwide regarding a range of issues, including dropped calls, network congestion, poor voice quality, and slow Internet speeds. These widespread concerns underline the necessity for immediate improvements in service quality across the sector.
NCC Reiterates Commitment to Consumer Engagement
The NCC emphasized the importance of ongoing communication between consumers and the Commission as it seeks to enhance service quality and safeguard subscriber interests. Furthermore, colocation and infrastructure sharing licensees, commonly referred to as TowerCos, have partially complied with a directive requiring the establishment of an escrow account, funded by regulatory fines earmarked for infrastructure reinvestment. The NCC has highlighted the necessity of full compliance to ensure sustainable infrastructure improvements.
Efforts in Infrastructure Expansion Recognized
The NCC also acknowledged the recent efforts by MNOs to enhance network coverage, capacity, and overall service quality nationwide. Plans are underway for the rollout of more than 12,000 additional coverage and capacity sites, with over 5,000 already completed and a completion rate exceeding 40%. These initiatives aim to significantly improve the consumer experience.
Moreover, ongoing investments in communications infrastructure have been noted, including the expansion of fiber connectivity to over 700 sites. This development is expected to bolster network resilience and enhance both backhaul capacity and service reliability. Additionally, infrastructure providers have installed new equipment at over 2,000 base transceiver stations (BTS) to facilitate network expansion and improve the quality of service.
Challenges Persist Amid Infrastructure Vandalism
Despite these advancements, the NCC expressed significant concern regarding the persistent vandalism of telecommunications infrastructure, identifying it as a major obstacle to the industry’s growth. The Commission’s report highlighted the continuous efforts being made by security agencies to protect facilities deemed critical to national information infrastructure.
