NCC Mandates Timely Notifications and Compensation for Major Telecom Outages

In a significant move to bolster consumer protection and enhance service accountability, the Nigerian Communications Commission (NCC) has unveiled a robust directive compelling telecom operators to formally notify subscribers of major service outages. This policy, announced in a statement by the Acting Head of Public Affairs, Mrs. Nnenna Ukoha, marks a pivotal shift in how mobile and internet service disruptions are managed and communicated across the country.

The new policy, titled “Directive on Reportage of Major Network Outages by Mobile Network Operators (MNOs),” sets forth specific criteria for what constitutes a major outage, outlines reporting responsibilities, and mandates consumer compensation in the event of prolonged service disruptions. Its overarching goal is to foster transparency, timely resolution of issues, and improved quality of experience for telecom users in Nigeria.

According to the NCC, telecom operators are now required to notify consumers in advance of any planned service interruptions. These notifications must be issued at least one week prior and must detail the cause, affected locations, and the projected time for restoration. In the case of unplanned outages, swift updates must still be provided.

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Under the directive, three distinct categories of major service outages have been defined:

1. Widespread Service Impact – This covers incidents such as fibre cuts, vandalism, or force majeure events that affect at least five percent of a service provider’s total subscriber base or that span five or more Local Government Areas (LGAs).
2. Site-Based Disruption – Refers to the unplanned disconnection or total isolation of 100 or more network sites—or five percent of the provider’s total network sites—lasting for a minimum of 30 minutes. It also includes the disruption of an entire site cluster.
3. Degraded Service Quality – This involves any disruption that impacts network performance in Nigeria’s top ten states by traffic volume, as periodically identified by the Commission.

The NCC further stressed that consumers affected by outages extending beyond 24 hours must be compensated in accordance with the Consumer Code of Practice Regulations. Such compensation may take the form of extended service validity or other appropriate measures.

To facilitate public engagement and regulatory oversight, the NCC has launched a Major Outage Reporting Portal on its official website, www.ncc.gov.ng. This portal provides real-time updates on current network outages, identifies the causes, and highlights the entities responsible for the service disruption. The platform aims to empower consumers with knowledge while holding providers accountable for service lapses.

Speaking on the development, Engr. Edoyemi Ogor, the Commission’s Director of Technical Standards and Network Integrity, emphasized the strategic relevance of the initiative. “The Commission has trialled the reporting process and portal with operators for some months now before issuing the directive,” he explained.

He further stated that the directive was not only aimed at improving the responsiveness of network operators but also aligned with broader national goals. “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,” Ogor said.

Crucially, the NCC highlighted that this directive is part of its commitment to upholding the Executive Order signed by President Bola Ahmed Tinubu, which officially designates telecommunications infrastructure as Critical National Information Infrastructure (CNII). This designation underscores the vital role that telecommunications services play in national security, economic development, and daily life.

The Commission also noted that holding those responsible for deliberate sabotage—such as vandalism of infrastructure—accountable is essential to ensuring the sustainability of telecom services. Engr. Ogor reiterated that protecting telecommunications assets is more urgent than ever, especially as digital services become deeply embedded in Nigeria’s social and economic fabric.

With the new directive, the NCC is aiming to recalibrate the relationship between service providers and subscribers—emphasizing the rights of consumers to be informed and compensated, while also reinforcing the duty of operators to maintain service reliability and integrity.

As this policy takes effect, telecom users across the country may begin to notice more transparency from their providers regarding service interruptions. If effectively implemented, it promises to not only minimize the frustrations of unexpected outages but also build a stronger foundation of trust between Nigeria’s telecom operators and the millions who depend on them daily.