MTN Nigeria has announced plans to compensate affected subscribers following a directive from the Nigerian Communications Commission (NCC), while reaffirming its commitment to improving service quality across its network.
In a statement issued on Thursday, the telecom operator stated that it is fully aligning with the regulator’s directive, noting that customer satisfaction remains central to its operations.
“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 stated.
Describing the NCC’s intervention as timely, the company said, “It is with this customer-first mindset that we view the recent directive from the Nigerian Communications Commission (NCC), regarding subscriber compensation. The directive once again places customers at the centre of regulatory decision-making.”
MTN confirmed that customers impacted by service disruptions would be compensated in line with regulatory provisions. “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 added.
Beyond compensation, the telecom giant emphasised that its broader goal is to prevent service disruptions and enhance user experience nationwide. “While we remain fully committed to this compensation process, our ultimate objective is to consistently deliver high-quality services to our valued customers and work with partners to address challenges and eliminate service disruptions,” it said.
To achieve this, MTN disclosed plans to ramp up investments in network infrastructure and resilience. According to the statement, the company will pursue an aggressive capital expenditure programme, including “accelerated infrastructure upgrades” through heavy investment in next-generation equipment to boost capacity and meet rising demand for voice and data services.
It also highlighted efforts to strengthen network reliability. “Enhanced network resilience” initiatives will focus on “fortifying our infrastructure against environmental and third-party disruptions to ensure consistent uptime,” the company said.
In addition, MTN pointed to deeper collaboration within the telecom ecosystem as critical to delivering improved service quality. The operator said it is “working closely with our Tower Company partners to ensure critical mast infrastructure meets the rigorous, measurable outcomes required for world-class service delivery.”
The company, however, urged consumers to recognise the broader challenges affecting telecom operations. “While calling on consumers to understand that we are operating within the larger ecosystem, fraught with challenges that are mostly outside our control, we remain steadfast and fully committed to working closely with our tower providers, NCC and other stakeholders including law enforcement agencies,” it noted.
Reiterating its long-term outlook, MTN added: “We will continue to invest heavily for the long-term to sustainably power Nigeria’s digital economy for generations to come.”
The NCC had recently directed telecom operators to compensate subscribers affected by service lapses, underscoring growing regulatory attention to quality of service in Nigeria’s fast-expanding digital communications sector.
