NaijNaira
The Nigerian Communications Commission (NCC) has introduced a new directive requiring telecom operators to compensate subscribers for network outages lasting more than 24 hours.
According to report, the policy—titled “Directive on Reportage of Major Network Outages by Mobile Network Operators (MNOs)”—was announced as part of a broader effort to uphold consumer rights and improve service quality across the nation’s telecom sector.
The regulation applies to Mobile Network Operators, Internet Service Providers, and other last-mile service providers operating in Nigeria. Under this directive, affected customers must receive proportional compensation, including service validity extensions, in line with existing consumer protection codes.
In addition to compensation, all telecom licensees are now required to inform the public during major service disruptions. These public notices must disclose the cause of the outage, affected areas, and an estimated timeline for resolution.
The NCC emphasized that planned outages must be communicated to the public at least one week in advance using appropriate media outlets.
What Qualifies as a “Major Network Outage”?
The Commission defines three specific outage scenarios that qualify for mandatory reporting and compensation:
- Disruption affecting 5% or more of an operator’s subscribers, or five or more Local Government Areas (LGAs) due to incidents like vandalism, fibre cuts, or force majeure.
- Unplanned isolation of 100 or more base stations or 5% of the operator’s total sites.
- Service degradation in the top 10 states by traffic volume, as determined periodically by the NCC.
To promote accountability, the NCC has launched a Major Outage Reporting Portal. This portal provides real-time updates on major outages and identifies the sources of disruptions, particularly where sabotage is involved.
NCC’s Commitment to Transparency and Security
Speaking on the rollout of the directive and the portal, Engr. Edoyemi Ogor, Director of Technical Standards and Network Integrity at the NCC, stated:
“By providing consumers and stakeholders in the telecommunications industry with timely and transparent information on network outages, we are entrenching a culture of accountability and transparency. This approach also ensures that culprits are held responsible for sabotage to telecommunications infrastructure.”
Ogor also linked the initiative to the implementation of the Executive Order signed by President Bola Ahmed Tinubu, which designates telecommunications infrastructure as Critical National Information Infrastructure (CNII). This classification reinforces the importance of safeguarding network assets essential to national security and economic stability.
What Consumers Should Expect
Subscribers experiencing qualifying outages can expect automatic compensation in the form of service extensions or similar remedies. Operators will also be required to maintain detailed records and report each incident to the NCC.
