Abayomi Susan
In line with their consumer-focused mandates, the Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have developed a joint framework to address consumer complaints arising from failed airtime and data transactions caused by network downtimes, system glitches, or human errors.
The framework is the result of several months of consultations involving the NCC, CBN, Mobile Network Operators (MNOs), Value Added Service (VAS) providers, Deposit Money Banks (DMBs), and other key stakeholders. These engagements were prompted by increasing reports of failed airtime and data purchases, where subscribers were debited without receiving value and experienced delays in resolution.
The framework represents a coordinated stance by both the telecommunications and financial sectors in addressing such issues. It identifies the root causes of failed transactions—including instances where bank accounts are debited without successful service delivery—and introduces an enforceable Service Level Agreement (SLA) for MNOs and DMBs, clearly defining the roles and responsibilities of each party in the transaction and complaint resolution process.
Under the new framework, consumers who are debited but do not receive airtime or data—whether the issue occurs at the bank or MNO level—are entitled to a refund within 30 seconds, except where the transaction remains pending, in which case refunds may take up to 24 hours.
The framework also requires operators to send SMS notifications to consumers confirming the success or failure of every transaction. Additionally, it addresses issues such as erroneous recharges to ported lines, incorrect airtime or data purchases, and transactions sent to wrong phone numbers.
Speaking on the development, NCC Director of Consumer Affairs, Mrs. Freda Bruce-Bennett, revealed that the framework includes a Central Monitoring Dashboard to be jointly hosted by the NCC and CBN. The dashboard will allow regulators to track transaction failures, determine accountability, monitor refunds, and identify SLA breaches in real time.
“Failed top-ups rank among the top three consumer complaints, and consistent with our commitment to addressing these priority issues, we are determined to resolve them as quickly as possible,” she said.
She further acknowledged the efforts of all stakeholders, particularly the CBN, in achieving the framework, which ensures that telecommunications consumers receive full value for their purchases.
“Pending final approval from both regulators, MNOs and banks have already refunded over N10 billion to customers for failed transactions,” Mrs. Bruce-Bennett added.
Implementation of the framework is expected to begin on March 1, 2026, following final approvals from the two regulators and technical integration by MNOs, VAS providers, and DMBs.
