NCC Orders Telecom Operators to Publicly Announce Major Service Outages

Nigeria Communications Commission

The Nigerian Communications Commission (NCC) has issued a directive mandating all telecom operators to inform consumers of major network outages through public media channels, in a bid to improve transparency and consumer protection.

In a statement released Sunday and signed by Nnenna Ukoha, the NCC’s acting Head of Public Affairs, the Commission stated that operators must now provide detailed information on the cause of service disruptions, the affected areas, and the expected restoration timeline.

“This new directive is part of the Commission’s efforts to enhance the quality of experience for telecom users and ensure timely resolution of service issues,” the statement noted.

Planned and Unplanned Outages Covered

For scheduled maintenance or planned outages, service providers are now required to notify consumers at least one week in advance. In cases of unplanned major disruptions, operators must promptly report through the NCC’s newly launched Major Outage Reporting Portal, which is also accessible to the public via the Commission’s website.

The directive defines a major outage as any network disruption that affects five percent or more of a telecom operator’s subscribers, at least five Local Government Areas (LGAs), or results in the isolation of 100 or more network sites for over 30 minutes. Other triggers include outages that impact network quality in any of the top 10 traffic-heavy states.

Compensation for Consumers

The NCC further directed that where service outages last longer than 24 hours, operators must offer proportional compensation to consumers. This may include data or airtime extensions, in line with the Consumer Code of Practice regulations.

The move comes amid growing complaints over frequent network failures in Nigeria, often caused by fibre cuts, equipment failures, vandalism, and natural events—disruptions that have adversely affected businesses, services, and communication nationwide.

Holding Saboteurs Accountable

Edoyemi Ogor, the NCC’s Director of Technical Standards and Network Integrity, confirmed that the reporting system and portal had been piloted with telecom operators ahead of the directive’s rollout.

“By delivering real-time and transparent updates, we are fostering a culture of accountability. The portal even identifies those responsible for causing disruptions, ensuring saboteurs are held accountable,” Ogor said.

He added that the initiative aligns with the Executive Order signed by President Bola Ahmed Tinubu, which recognizes telecommunications infrastructure as Critical National Information Infrastructure (CNII). The move is part of broader efforts to safeguard the nation’s digital backbone, which plays a crucial role in national security, economic development, and everyday life.