The Nigerian Communications Commission (NCC) has issued a new directive requiring all telecom operators in Nigeria to notify consumers in advance of major service outages. The regulation aims to enhance transparency and accountability and improve the overall telecom customer experience nationwide.
Telecom Operators Must Alert Consumers Before Major Network Disruptions
As per the new “Directive on Reportage of Major Network Outages by Mobile Network Operators (MNOs),” all Nigerian mobile network providers must publicly disclose:
- Cause of the outage
- Geographic areas affected
- Estimated restoration timeline
For planned service interruptions, operators are required to issue alerts at least one week in advance through appropriate public media channels.
Compensation for Extended Service Downtime Now Mandatory
In the case of unplanned outages lasting more than 24 hours, telecom operators must offer proportional compensation to affected users. This may include extended service validity periods, data rollover, or bonus packages, depending on the nature and scale of the outage.
Classification of Major Network Outages
The NCC classifies major network outages into three main categories:
- Infrastructure damage affecting a significant number of users
- Widespread unplanned service disruptions
- Degraded service quality in high-traffic states or regions
These guidelines ensure that millions of Nigerian telecom consumers are kept informed and protected against poor service delivery.
NCC Launches Major Outage Reporting Portal for Transparency
To support this new directive, the NCC has launched a dedicated Major Outage Reporting Portal on its official website. The portal serves as a public dashboard where
- Consumers can access real-time updates on network disruptions
- Operators must submit outage reports
- Cases of sabotage or third-party damage will publicly name responsible culprits
Telecom Infrastructure Now Classified as Critical National Asset
This directive supports the executive order by President Bola Ahmed Tinubu, which classifies telecom infrastructure as Critical National Information Infrastructure (CNII). The classification recognizes the strategic importance of digital networks for national security, economic growth, and service delivery.
NCC Aligns with Nigeria’s Broader Digital Transformation Goals
The directive follows months of pilot testing and forms part of the NCC’s long-term efforts to improve digital infrastructure resilience across Nigeria. It also aligns with the federal government’s commitment to a digitally inclusive and connected economy.
A New Era of Telecom Transparency in Nigeria
With this new mandate, the NCC is prioritizing consumer protection and infrastructure integrity in Nigeria’s telecom sector. The reporting portal and compensation requirements mark a significant step toward a more reliable, transparent, and accountable telecommunications industry
