MTN Nigeria has announced plans to compensate subscribers affected by poor service delivery, in compliance with a directive from the telecom regulator, while also committing to fresh investments aimed at improving network quality across the country.
News Point Nigeria reports that the development follows an order from the Nigerian Communications Commission (NCC), which directed mobile network operators to compensate customers in areas where quality-of-service benchmarks were not met during the months of November, December, and January.
In a statement issued on Thursday, the country’s largest telecom operator said the directive underscores the regulator’s commitment to consumer protection and places customers at the centre of regulatory decision-making.
“At MTN Nigeria, our customers are the lifeblood of our business. We exist to connect Nigerians to the digital world, and we believe that every subscriber deserves a reliable, high-quality network experience,” the company said.
It added that all customers in affected areas where service shortfalls were recorded would receive compensation for the specified operating periods in line with the applicable framework.
“All consumers within the affected areas where service shortfalls were recorded will receive compensation for the operating periods of November, December, and January, in accordance with the applicable framework,” the statement noted.
While confirming its readiness to implement the compensation process, MTN emphasised that its long-term focus remains on improving service delivery and minimising disruptions across its network.
The telecom company disclosed plans to accelerate capital expenditure targeted at strengthening its infrastructure, including upgrades to network equipment, improved resilience against outages, and enhanced collaboration with tower infrastructure partners.
“We will continue to drive an aggressive capital expenditure rollout,” the company stated, outlining plans for accelerated infrastructure upgrades to meet the growing demand for voice and data services.
It also pledged to reinforce its network against environmental and third-party disruptions while deepening coordination with tower companies to enhance uptime and overall service reliability.
MTN acknowledged that parts of its operations are affected by broader ecosystem challenges, including infrastructure constraints and external disruptions, but reiterated its commitment to working closely with regulators and other stakeholders to address these issues.
The company has faced increasing regulatory scrutiny in recent years over concerns about service quality, even as demand for mobile data continues to rise across Nigeria.
The NCC, on its part, has intensified enforcement actions across the telecom sector as the country seeks to improve digital connectivity and ensure more reliable telecom services amid rapid growth in internet usage.