Nigeria’s telecommunications and financial regulators have agreed on a joint framework designed to protect consumers from losses linked to failed airtime and data purchases, particularly during network downtimes, system glitches, or human input errors.
Okay News reports that the framework, developed by the Nigerian Communications Commission and the Central Bank of Nigeria, follows months of consultations involving mobile network operators, value-added service providers, deposit money banks, and other key industry stakeholders.
The initiative was triggered by a surge in complaints from subscribers who were debited for airtime or data without receiving the service, often facing prolonged delays before refunds were processed.
Under the new arrangement, both regulators have adopted a unified position that clearly allocates responsibility across the telecoms and banking value chain. The framework identifies the root causes of failed transactions and introduces an enforceable service-level agreement binding mobile operators and banks.
Where a customer’s account is debited without successful delivery of airtime or data, the framework stipulates that a refund must be issued within 30 seconds, regardless of whether the failure occurred at the banking or telecoms end.
The only exception applies to transactions that remain pending, in which case refunds may take up to 24 hours.
The framework also mandates that consumers must receive SMS notifications confirming the success or failure of every airtime or data transaction. It further covers scenarios such as erroneous recharges to ported lines, incorrect bundles, or transfers made to the wrong phone number.
Speaking on the development, Mrs. Freda Bruce-Bennett, Director of Consumer Affairs at the NCC, said the regulators would jointly deploy a real-time monitoring system to enforce compliance.
“Failed top-ups rank among the top three consumer complaints, and in line with our commitment to addressing these priority issues, we were determined to resolve it within the shortest possible time,” she said.
Bruce-Bennett disclosed that the framework also establishes a Central Monitoring Dashboard to be jointly hosted by the NCC and the CBN, enabling both regulators to track transaction failures, identify the responsible party, monitor refunds, and flag service-level breaches as they occur.
“We are grateful to all stakeholders — particularly the Central Bank of Nigeria and its leadership — for their tireless commitment to resolving this issue and arriving at this framework, and for ensuring that consumers of telecommunications services receive full value for their purchases,” she added.
According to her, even ahead of full implementation, banks and mobile network operators have already refunded more than ₦10 billion to customers for failed airtime and data transactions, pending final regulatory approvals.
Bruce-Bennett noted that the framework is expected to take effect from March 1, 2026, once management approval is secured at both regulatory agencies and technical integration by all operators, service providers, and banks is completed.
