NCC Orders Telecoms to Report, Compensate for Outages

NCC Mandates Telecoms to Report Outages, Compensate Users After 24 Hours

The Nigerian Communications Commission (NCC) has issued a new directive requiring telecom and internet service providers to promptly notify consumers of major network outages, detailing the cause, affected areas, and estimated restoration time.

The policy, titled “Directive on Reportage of Major Network Outages by Mobile Network Operators (MNOs),” aims to enhance transparency and consumer protection in the telecommunications sector.

One-Week Notice for Planned Disruptions

According to a statement signed by Nnenna Ukoha, Acting Head of Public Affairs, the NCC now requires that planned service disruptions must be communicated at least seven days in advance.

The Commission further emphasised that this obligation extends beyond mobile network operators to include internet service providers (ISPs) and last-mile service providers.

Compensation After 24-Hour Downtime

One of the most consumer-centric aspects of the directive is the requirement for compensation. If a service outage lasts beyond 24 hours, operators must compensate affected consumers, either by extending service validity or offering proportional remedies, as outlined in the Consumer Code of Practice Regulations.

Real-Time Public Reporting via Online Portal

To reinforce accountability, the NCC has launched a Major Outage Reporting Portal, available on its official website (www.ncc.gov.ng). Through this portal, the public can access real-time updates on disruptions, including the identity of the responsible operator.

“All Major Outages are to be reported by operators through the Commission’s Major Outage Reporting Portal, which is accessible to the public,” the NCC stated.

This feature aims to curb opaque reporting practices and foster public trust by putting information directly in the hands of consumers and stakeholders.

Policy Trialled Before Rollout

Edoyemi Ogor, Director of Technical Standards and Network Integrity at the NCC, noted that the portal was pilot-tested with telecom operators before this nationwide rollout.

“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,” he said.

He added that this system would also aid in identifying and holding accountable those responsible for infrastructure sabotage.

National Security and Economic Implications

Ogor pointed out that this directive is aligned with the Executive Order signed by President Bola Ahmed Tinubu, which designates telecom infrastructure as Critical National Information Infrastructure (CNII).

The NCC concluded by stressing that telecom assets are not just commercial tools; they are essential to national security, economic stability, and daily life in Nigeria. The new directive aims to safeguard this infrastructure while protecting consumer rights.