Why NCC directed telecom providers to notify consumers of major network outages

…Introduces Reporting Portal

By Chioma Obinagwam

Nigeria’s apex telecommunications regulator, the Nigerian Communications Commission (NCC), has issued a directive requiring telecom operators in Nigeria to notify consumers of major network outages via media channels.

Confiance News gathered from a statement signed by the Acting Head, Public Affairs, Nnenna Ukoha, on Sunday.

The statement showed that operators must specify the cause of the outage, the affected areas, and the expected time for service restoration. For planned outages, consumers must be informed at least one week in advance.

The “Directive on Reportage of Major Network Outages by Mobile Network Operators (MNOs)” aims to ensure prompt resolution of outages, improve consumer experience, and maintain transparency. The directive mandates proportional compensation, such as extended service validity, for outages lasting over 24 hours, as per the Consumer Code of Practice Regulations.

Major outages are defined as:
Network issues (e.g., fibre cuts, vandalism, or force majeure) affecting 5% or more of an operator’s subscribers or five or more Local Government Areas.

Unplanned outages impacting 100 or more sites, 5% of total sites, or one cluster, lasting 30 minutes or longer.

Outages degrading network quality in the top 10 high-traffic states, as specified by the NCC.

Operators are required to report major outages through the NCC’s Major Outage Reporting Portal, accessible at www.ncc.gov.ng, which also identifies parties responsible for disruptions.

Engr. Edoyemi Ogor, Director of Technical Standards and Network Integrity, noted that the portal and reporting process were tested with operators for months before the directive’s release.

“This initiative fosters accountability and transparency by ensuring timely and clear communication about outages. It also holds saboteurs accountable for damaging telecom infrastructure,” Ogor said.

He added that the directive supports President Bola Ahmed Tinubu’s Executive Order, which classifies telecom infrastructure as Critical National Information Infrastructure (CNII), emphasizing its role in national security, economic stability, and daily life.