The Nigerian Communications Commission (NCC) has instructed telecom operators to notify consumers of significant service outages through media channels. Operators are required to specify the cause of the disruption, the affected areas, and the estimated time for service restoration.
In addition, consumers must receive at least one week’s advance notice when planned service interruptions are scheduled.
This directive, outlined in the “Directive on Reportage of Major Network Outages by Mobile Network Operators (MNOs),” forms part of the NCC’s efforts to ensure swift resolution of outages, improve user experience, and keep consumers fully informed.
The Directive also requires Mobile Network Operators, Internet Service Providers, and other last-mile service providers to offer appropriate compensation where a major outage lasts more than 24 hours. Compensation may include extension of service validity, in accordance with the Consumer Code of Practice Regulations.
The NCC defines major outages in three categories. These include network disruptions caused by factors such as fibre cuts due to construction, access issues, theft, vandalism, or force majeure events affecting at least five per cent of an operator’s subscriber base or five or more Local Government Areas (LGAs). It also includes unplanned outages or complete isolation of network resources across 100 or more sites, or five per cent of total sites (whichever is lower), lasting 30 minutes or more. Lastly, any degradation of network quality in the top ten states by traffic volume, as designated by the Commission, is considered a major outage.
Operators are mandated to report all major outages via the Commission’s Major Outage Reporting Portal, which is publicly accessible through the NCC website, www.ncc.gov.ng. The portal reveals the identity of the party responsible for any disruption.
Speaking on the directive and reporting portal, the Director of Technical Standards and Network Integrity, Engr. Edoyemi Ogor, said the Commission had tested the reporting system with operators for several months before issuing the order.
He explained, “By offering consumers and industry stakeholders timely and transparent information on network outages, we are fostering a culture of accountability and openness. This system ensures those responsible for damage to telecommunications infrastructure are held to account.”
Ogor added that the directive aligns with the Executive Order signed by President Bola Ahmed Tinubu, which recognises telecommunications infrastructure as Critical National Information Infrastructure (CNII). He underlined the importance of protecting these assets, given their crucial role in national security, economic stability, and daily life for Nigerians.
