NCC Orders MTN, Glo, Airtel & Others To Report Service Outages, Compensate Customers

Telecom operators in Nigeria are now required to report major service outages and compensate affected customers, thanks to a new directive from the Nigerian Communications Commission (NCC).

According to a news release by the Commission, operators must now disclose the cause of outages, affected areas, and expected restoration timelines via a real-time dedicated portal established by the NCC.

They are also mandated to notify customers at least seven days in advance of any planned service disruptions. For outages lasting longer than 24 hours, operators must provide compensation, such as service validity extensions, in line with the Consumer Code of Practice Regulations.

This latest directive is part of a broader wave of reforms spearheaded by the NCC over the past two years to strengthen Nigeria’s telecommunications landscape. Under the leadership of Dr. Aminu Maida, appointed Executive Vice Chairman in October 2023, the Commission has been laying the groundwork for an environment where operators are not only expanding services but are also more accountable to the millions of Nigerians who depend on them.

Engr. Edoyemi Ogor, NCC’s Director, Technical Standards and Network Integrity, commented: “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.”

During a courtesy call on the Minister of Communications, Innovation and Digital Economy, Dr. Bosun Tijani, Maida reiterated that, “Transparency is key. It is by transparency that we can self-regulate even as regulators.”

Notably, the sector has recorded significant gains. Despite operational headwinds, Nigeria’s telecommunications industry has shown remarkable resilience.

As of Q1 2024, it contributed 14.58% to GDP and generated $7.6 billion in revenue, nearly double its contribution from a decade ago. The market also is projected to grow from $10.77 billion in 2025 to $17.13 billion by 2034, underscoring its growing strategic importance as the country shifts away from oil dependency.

However, the path forward is not without challenges. Infrastructure vandalism alone has cost operators like MTN and Airtel an estimated ₦27 billion in repairs. In response, the industry is investing heavily in protective measures. MTN, for example, spent ₦11 billion between 2022 and 2023 to relocate 2,500 kilometres of vulnerable fibre infrastructure.

The government has also introduced new regulations to enhance the protection of the sector’s infrastructure.

Following an August 2024 executive order officially classifying telecom infrastructure as Critical National Information Infrastructure (CNII), the NCC, in collaboration with the Office of the National Security Adviser (ONSA), started developing a comprehensive plan to establish a centralized database of telecom infrastructure, mandate routine surveillance, and define clear procedures for addressing threats and enforcing penalties against violators.