The Nigerian Communications Commission (NCC) has instructed telecommunications providers to promptly inform consumers about significant service outages affecting their networks via various media outlets.
In a statement released on Sunday, the NCC detailed that operators are required to disclose information regarding the reasons for the outage, the areas impacted, and the estimated duration of the disruption.
This initiative aims to promote transparency and accountability within the telecommunications sector, ensuring that consumers remain informed about service interruptions that could impact their communication needs. The NCC stated, “By offering timely updates, operators can manage consumer expectations and lessen the disruption’s effects on daily life.”
Furthermore, the NCC has mandated that subscribers must receive notifications at least one week prior to any planned service interruptions. This directive applies to mobile network operators, internet service providers, and other last-mile service providers.
As outlined in the statement, operators must also provide suitable compensation, such as extending validity periods, if an outage exceeds 24 hours, in accordance with the Consumer Code of Practice Regulations.
The NCC identified three categories of significant outages: first, any operational issue like fibre cuts or vandalism affecting 5% or more of the operator’s subscribers or impacting five or more local government areas (LGAs); second, any unplanned outage isolating network resources across 100 or more sites or 5% of the total sites, lasting for over 30 minutes; and lastly, any incident that diminishes network quality in the ten states with the highest traffic volume as designated by the Commission.
In response to the directive, Edoyemi Ogor, the Director of Technical Standards and Network Integrity, noted that the NCC had tested the reporting process and portal with operators for several months prior to issuing this mandate.
Mr. Ogor emphasised that providing timely and transparent information on network outages fosters a culture of accountability within the telecommunications industry, ensuring that those responsible for damaging telecommunications infrastructure are held accountable.
This directive also aligns with the broader commitment to effectively implement the Executive Order signed by President Bola Ahmed Tinubu, which recognises telecommunications infrastructure as Critical National Information Infrastructure (CNII). Mr. Ogor highlighted the importance of protecting these assets due to their significance for national security, economic stability, and the daily lives of Nigerians.
(NAN)
