In a decisive move to enhance consumer protection and promote transparency, the Nigerian Communications Commission (NCC) has issued a new directive compelling all telecommunications operators in Nigeria to publicly inform consumers about major service outages on their networks. The directive, which is now in effect, mandates that service providers disclose the cause of the outage, the affected areas, and the expected timeline for service restoration through appropriate media channels.
The directive applies to all Mobile Network Operators (MNOs – MTN, Airtel, Glo, 9mobile) , Internet Service Providers (ISPs), and other last-mile connectivity providers. In addition to disclosing service disruptions, operators are required to notify customers at least one week in advance of any planned outages.
This regulatory development was announced in a press statement signed by Mrs. Nnenna Ukoha, Acting Head of Public Affairs at the NCC. According to the Commission, the goal is to instill a culture of accountability and responsiveness within Nigeria’s telecom sector, while ensuring that consumers are kept informed and adequately compensated when services are interrupted.
Categories of Major Outages
The directive identifies three specific categories of major outages that must be reported:
- Network Infrastructure Issues: Any operational condition—such as fibre cuts due to construction work, theft, vandalism, or natural disasters (force majeure)—that affects five percent or more of a telecom operator’s subscriber base or impacts services across five or more Local Government Areas (LGAs).
- Mass Outages or Site Failures: Any unplanned shutdown or isolation of 100 or more network sites (or five percent of the total number of a provider’s sites, whichever is less), or one complete cluster, that lasts for 30 minutes or more.
- Service Degradation in High-Traffic States: Any form of outage that significantly compromises service quality in Nigeria’s top 10 states by network traffic volume, as periodically determined by the NCC.
Proportional Consumer Compensation
To ensure that consumers are not left bearing the cost of outages, the Commission has also directed service providers to offer proportional compensation. This includes validity extensions or service credits, especially in cases where a major outage continues for more than 24 hours. These compensatory measures must align with the Consumer Code of Practice Regulations.
Public-Facing Major Outage Reporting Portal
In furtherance of this initiative, the NCC has launched a Major Outage Reporting Portal, which is now accessible to both operators and the public via the Commission’s website (www.ncc.gov.ng). The portal allows operators to log major outages in real time and also displays the identity of the entity responsible for the service disruption—especially in cases involving third-party sabotage or infrastructure damage.
Internal Trials and Broader Policy Alignment
Engr. Edoyemi Ogor, Director of Technical Standards and Network Integrity at the NCC, revealed that the Commission had already conducted several months of internal trials of the portal with telecom operators before formalizing the directive.
“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,” Ogor said. “This approach also ensures that culprits are held responsible for sabotage to telecommunications infrastructure.”
He further noted that the directive is in alignment with the Executive Order signed by President Bola Ahmed Tinubu, which classifies telecommunications infrastructure as Critical National Information Infrastructure (CNII). This classification places additional emphasis on safeguarding telecom assets, given their pivotal role in national security, economic resilience, and the everyday lives of Nigerians.
A Step Toward Industry Reform
This latest action by the NCC reflects a broader strategy to improve service quality, uphold consumer rights, and enforce regulatory compliance within Nigeria’s dynamic telecommunications industry. By mandating openness and strengthening the mechanisms for public accountability, the Commission is not only protecting consumers but also setting a new benchmark for regulatory oversight in Africa’s digital economy.
