The Nigerian Communications Commission (NCC) issued a directive in May 2025 mandating telecommunications operators to proactively notify customers of major service disruptions, aiming to enhance transparency and consumer protection in Nigeria’s telecom sector.
The order, part of updated regulatory guidelines, requires operators like MTN, Airtel, Glo, and 9mobile to alert users via SMS, email, or mobile apps at least 24 hours before planned outages and within two hours of unforeseen disruptions. The move addresses longstanding complaints about unexpected network failures, dropped calls, and poor internet connectivity, which have frustrated millions of Nigerians reliant on telecom services for business, education, and communication.
The directive specifies that operators must provide detailed information about the cause, duration, and scope of disruptions, as well as offer compensation, such as data bonuses or call credits, for significant outages. The NCC also mandated the establishment of dedicated customer service channels to handle complaints during disruptions. Non-compliance could result in fines of up to ₦10 million per incident or suspension of operating licenses, reflecting the commission’s commitment to enforcing accountability. The policy was informed by a 2024 NCC report that highlighted over 300,000 consumer complaints annually, with 60% related to service outages.
The announcement has been welcomed by consumer advocacy groups, who see it as a step toward improving service quality in a sector critical to Nigeria’s digital economy. However, telecom operators have expressed concerns about the feasibility of predicting all disruptions, particularly those caused by vandalism, power outages, or natural disasters.
The directive comes amid Nigeria’s push to expand 5G coverage and digital infrastructure, with the NCC emphasizing the need for reliable services to support economic growth. Analysts predict that compliance will require significant investments in network monitoring and customer engagement systems, potentially increasing operational costs. The policy is expected to take effect in July 2025, with the NCC monitoring implementation closely to ensure consumer trust is restored.