The Nigerian Communications Commission (NCC) has introduced new regulations compelling telecom operators to promptly inform consumers about major network outages through media channels. Under the directive, which came into effect this week, service providers are required to disclose the cause of the outage, the affected areas, and the estimated time for service restoration. This move is part of the NCC’s broader strategy to improve transparency and accountability in Nigeria’s rapidly evolving telecommunications sector.
The new rules apply to all mobile network operators, internet service providers, and other last-mile service providers across the country. In the case of planned outages, operators must notify consumers at least one week in advance. The directive also mandates that if a major outage lasts more than 24 hours, affected consumers are entitled to proportional compensation, such as extensions of service validity, in line with the Consumer Code of Practice Regulations.
Major outages have been clearly defined by the NCC to include any disruption affecting five percent or more of an operator’s subscriber base or five or more Local Government Areas (LGAs), unplanned outages in 100 or more sites (or five percent of total sites), or any outage degrading network quality in the top 10 states by traffic volume as specified by the Commission. These definitions are designed to ensure that only significant disruptions trigger the new notification and compensation requirements.
To further enhance transparency, the NCC has launched a publicly accessible Major Outage Reporting Portal on its website, where both operators and the public can view real-time reports of outages. The portal also discloses the identity of entities or individuals responsible for service disruptions, particularly in cases of sabotage or infrastructure damage. The NCC’s Director of Technical Standards and Network Integrity, Engr. Edoyemi Ogor, emphasized that this initiative supports the effective implementation of the Executive Order signed by President Bola Ahmed Tinubu, which designates telecommunications infrastructure as Critical National Information Infrastructure (CNII).
Recent data from the NCC’s Uptime portal revealed that all four major operators—MTN, Airtel, Globacom, and 9mobile—experienced outages in May, with incidents ranging from fibre cuts to power issues in key states like Lagos, Rivers, Ogun, and the Federal Capital Territory. These disruptions have led to widespread service degradation, affecting millions of subscribers nationwide.
The NCC’s new directive and reporting portal are expected to significantly improve consumer protection, minimize the impact of outages on daily activities, and foster a culture of accountability and transparency in the telecommunications industry. By keeping consumers informed and ensuring operators are held responsible for prolonged disruptions, the Commission aims to safeguard both the interests of consumers and the integrity of Nigeria’s digital infrastructure.