NCC mandates telcos to publicly report network outages and compensate consumers

New directive enhances transparency, consumer protection, and telecom infrastructure accountability in Nigeria.

The Nigerian Communications Commission (NCC) has issued a new directive requiring all licensed telecom operators in Nigeria to publicly disclose major network outages and compensate consumers for extended service disruptions. This move reaffirms the Commission’s dedication to consumer rights protection and quality service delivery in Nigeria’s telecommunications sector.

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The new policy is titled “Directive on Reportage of Major Network Outages by Mobile Network Operators (MNOs)”. It mandates operators to notify affected consumers via media platforms—disclosing the cause of the outage, affected areas, and estimated service restoration timelines.

Planned Service Outages Must Be Disclosed One Week in Advance

According to Mrs. Nnenna Ukoha, Acting Head of Public Affairs at the NCC, telcos must inform the public at least one week in advance when a planned service outage is scheduled. This requirement applies to Mobile Network Operators (MNOs), Internet Service Providers (ISPs), and all last-mile service providers.

Consumer Compensation for Extended Outages Now Mandatory

Under the directive, if a major network outage lasts beyond 24 hours, operators must offer proportional compensation. This may include validity extensions or other forms of redress in line with the Consumer Code of Practice Regulations.

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Three Key Categories of Major Network Outages Identified

The NCC defines a “major outage” as any of the following:

1. Network disruptions (e.g., fibre cuts due to construction, theft, or vandalism) that impact 5% or more of a telco’s subscribers or affect five or more LGAs.
2. Unplanned outages or full isolation of 100+ sites, 5% of total sites, or at least one full network cluster for 30 minutes or more.
3. Any outage that significantly degrades network quality in Nigeria’s top 10 traffic-heavy states, as periodically specified by the NCC.

Operators Must Use NCC’s Public Outage Reporting Portal

All reported outages must be documented via the NCC’s Major Outage Reporting Portal.  This platform is accessible to the public through www.ncc.gov.ng. The portal also discloses the source or “culprit” responsible for the outage. Thus, helping to enhance transparency and discouraging sabotage or negligence.

Aligning with National Priorities and Telecom Infrastructure Protection

Engr. Edoyemi Ogor, Director of Technical Standards and Network Integrity at the NCC, explained that the portal was test-run with operators for several months before the full directive rollout.

“By providing real-time, transparent information on network outages, the NCC is promoting a culture of accountability, infrastructure protection, and consumer trust,” said Ogor.

“This directive also supports the Executive Order signed by President Bola Ahmed Tinubu, which designates telecom infrastructure as Critical National Information Infrastructure (CNII). Safeguarding these assets is vital for national security, economic resilience, and the daily lives of millions of Nigerians.”