The Nigerian Communications Commission (NCC) has introduced a new directive requiring telecom service providers in Nigeria to inform consumers about major service outages on their networks through media channels.
The directive mandates that operators provide detailed information about the cause of the outage, the affected areas, and the estimated time to restore service.
Additionally, consumers must be notified at least one week in advance of planned service outages. This development is part of the NCC’s efforts to enhance the quality of experience for telecom consumers and ensure timely resolution of outages.
The directive applies to Mobile Network Operators, Internet Service Providers, and other operators that provide last-mile services. In the event of a major network outage lasting more than 24 hours, operators will provide proportional compensation, including extension of validity, as outlined in the Consumer Code of Practice Regulations.
The NCC has identified three types of major outages that require notification, including network operational conditions that impact a significant number of subscribers or areas, unplanned outages of network resources, and outages that degrade network quality in top-traffic states.
To ensure transparency and accountability, the NCC has established a Major Outage Reporting Portal, where operators are required to report all major outages. The portal is accessible to the public through the NCC’s website and discloses the identity of the culprit responsible for the disruption.
According to Engr. Edoyemi Ogor, Director of Technical Standards and Network Integrity, “By providing consumers and stakeholders in the telecommunications industry with timely and transparent information on network outages, we are entrenching a culture of accountability and transparency.”
The NCC’s directive aligns with the broader commitment to safeguarding telecommunications infrastructure, designated as Critical National Information Infrastructure (CNII). The commission has trialled the reporting process and portal with operators before issuing the directive, demonstrating its commitment to effective implementation and enforcement.
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