MTN Nigeria has said it will compensate affected subscribers with airtime following a directive by the Nigerian Communications Commission aimed at addressing poor network quality.
The telecom firm disclosed this in a statement on Thursday, assuring customers of its commitment to comply fully with the regulatory directive.
According to the company, the move underscores its customer-first approach and aligns with efforts by the regulator to prioritise consumer protection in the telecommunications sector.
It stated, “We exist to connect Nigerians to the digital world, and we believe that every subscriber deserves a reliable, high-quality network experience. It is with this customer-first mindset that we view the recent directive from the Nigerian Communications Commission (NCC), regarding subscriber compensation.”
MTN explained that subscribers in areas affected by network disruptions would receive airtime compensation covering service shortfalls recorded between November and January, in line with the regulatory framework.
The company, however, stressed that beyond compensation, its primary goal remains the delivery of consistent and high-quality services.
“While we remain fully committed to this compensation process, our ultimate objective is to consistently deliver high-quality services to our valued customers and work with partners to address challenges and eliminate service disruptions,” the statement added.
To improve service delivery, MTN said it had intensified investments in infrastructure and network upgrades. These include deploying next-generation equipment to boost capacity, strengthening network resilience against disruptions, and collaborating with tower infrastructure providers to enhance service quality.
The firm also acknowledged that some operational challenges were beyond its direct control, noting that it would continue to work with regulators, partners and security agencies to address such issues.
“We remain steadfast and fully committed to working closely with our tower providers, NCC and other stakeholders including law enforcement agencies. We will continue to invest heavily for the long-term to sustainably power Nigeria’s digital economy for generations to come,” it stated.
Earlier, the NCC had announced that telecommunications operators would be required to compensate subscribers with airtime for poor service delivery under a strengthened enforcement regime.
The Executive Vice Chairman of the commission, Dr Aminu Maida, disclosed this during a media briefing, noting that the measure forms part of efforts to improve service quality, enhance consumer protection and hold operators accountable for persistent network failures.
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