MTN Nigeria has said it will adhere to a regulatory directive mandating compensation for subscribers affected by service deficiencies, while also committing to increased investment aimed at enhancing network performance across the country.
The development comes after the Nigerian Communications Commission directed telecom operators to compensate users in locations where quality-of-service standards fell short between November and January.
In a statement issued on Thursday, the telecom giant noted that the directive underscores the regulator’s commitment to consumer protection and ensures that “customers are 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.
“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.
The company confirmed it would roll out the compensation but emphasised that improving service delivery remains its primary long-term focus.
To achieve this, MTN said it would scale up capital spending targeted at reinforcing its infrastructure. This includes upgrading network equipment, boosting resilience to outages, and strengthening partnerships with tower service providers.
“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 stated that it would enhance infrastructure durability against environmental and third-party disruptions, while improving coordination with tower firms to ensure better service uptime and reliability.
MTN acknowledged that its operations are influenced by wider industry challenges such as infrastructure limitations and external disruptions but reiterated its willingness to collaborate with regulators and stakeholders to resolve these issues.
The operator has been under heightened regulatory scrutiny in recent years over service quality concerns, amid a surge in demand for mobile data.
Meanwhile, the NCC has stepped up enforcement measures within the telecom industry as Nigeria seeks to strengthen digital connectivity and improve overall service standards in response to growing internet usage.
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