MTN TO COMPENSATE SUBSCRIBERS FOR POOR SERVICES, PLANS NETWORK IMPROVEMENT
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MTN Nigeria announced on Thursday that it will follow a new rule from the telecom regulator, which requires them to pay compensation to customers who experienced poor service quality. The company also promised to invest more to improve network performance in Nigeria, which is the biggest mobile market in Africa.
This decision came after the Nigerian Communications Commission told mobile companies to compensate users in areas where service standards were not met during November, December, and January.
In a statement, MTN, the largest operator in the country, said this action shows the regulator‘s commitment to protecting customers and ensures that customers are the main focus of any regulatory decisions.
“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.
“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,” it added.
While the company confirmed it would implement the compensation process, it stressed that its longer-term priority was improving service quality and reducing disruptions on its network.
The telco said it would accelerate capital expenditure aimed at strengthening infrastructure, including upgrades to network equipment, improved resilience against outages, and closer collaboration with tower infrastructure partners.
“We will continue to drive an aggressive capital expenditure rollout,” the company said, outlining plans for “accelerated infrastructure upgrades” to support rising voice and data demand in the country.
It also pledged to fortify infrastructure against environmental and third-party disruptions and deepen coordination with tower companies to improve uptime and service reliability.
The company acknowledged that parts of its operations are affected by broader ecosystem challenges, including infrastructure constraints and external disruptions, but said it remains committed to working with regulators and stakeholders to address them.
MTN has faced increasing regulatory scrutiny in recent years over quality-of-service concerns, even as demand for mobile data continues to surge.
The NCC has intensified enforcement actions across the telecom sector as Nigeria pushes to improve digital connectivity and service reliability amid rapid growth in internet usage.
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