NCC Directs Telecom Operators to Inform, Compensate Consumers for Major Outages
By Patience Ikpeme
The Nigerian Communications Commission (NCC) has issued a new directive obliging telecom licensees in Nigeria to promptly inform consumers of major service outages on their networks through various media channels. The notification must include the cause of the service interruption, the specific areas affected, and the estimated time for service restoration.
This development, contained in the “Directive on Reportage of Major Network Outages by Mobile Network Operators (MNOs),” aims to ensure the timely resolution of outages, enhance the quality of experience for telecom consumers, and keep subscribers adequately informed. Operators are also required to notify consumers one week in advance of any planned service outages.
The directive stipulates that Mobile Network Operators, Internet Service Providers, and other operators providing last-mile services must offer proportional compensation, including extensions of validity, where a major network outage persists for more than 24 hours. This compensation framework aligns with the provisions of the Consumer Code of Practice Regulations.
The NCC has defined three categories of “major outages” that trigger these reporting and compensation requirements. They are: Any network operational condition, such as fibre cuts due to construction, access issues, theft, vandalism, or force majeure, that impacts five percent or more of the affected operator’s subscriber base or five or more Local Government Areas (LGAs).
Others include, an unplanned outage or complete isolation of network resources in 100 or more sites, or five percent of the total number of sites (whichever is less), or one cluster that lasts for 30 minutes or more; and any form of outage that can degrade network quality in the top 10 states based on traffic volume, as determined periodically by the Commission.
To facilitate compliance and public access to information, the Commission has further directed that all Major Outages be reported by operators through its Major Outage Reporting Portal. This portal, accessible to the public via the Commission’s website, www.ncc.gov.ng, additionally discloses the identity of any party responsible for the disruption, especially in cases of sabotage.
Engr. Edoyemi Ogor, the Director of Technical Standards and Network Integrity at the NCC, commented on the new directive and the Major Outage Reporting Portal. He stated that the Commission had trialed the reporting process and the portal with operators for several months before officially issuing the directive.
“By providing consumers and stakeholders in the telecommunications industry with timely and transparent information on network outages, we are establishing a culture of accountability and transparency,” Ogor said. “This approach also ensures that culprits are held responsible for sabotage to telecommunications infrastructure.”
Ogor also explained that this initiative aligns with the NCC’s broader commitment to effectively implementing the Executive Order signed by President Bola Ahmed Tinubu. This Executive Order designates telecommunications infrastructure as Critical National Information Infrastructure (CNII), reinforcing the necessity to safeguard these assets given their central role in national security, economic stability, and the daily lives of Nigerians.
The designation of telecommunications infrastructure as CNII by President Tinubu’s Executive Order in 2024 aimed to provide enhanced protection for these vital assets. The order gives legal backing for robust security measures, with severe penalties for vandalism and theft, which have historically plagued the sector and led to frequent service disruptions.
The NCC has consistently campaigned for public cooperation in protecting telecom infrastructure, considering its importance to national development and service quality. This new directive builds on these efforts by ensuring transparency and accountability, putting the onus on operators to keep consumers informed and to provide recourse when service falls short due to prolonged outages.
