The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have initiated a joint framework to address consumer complaints arising from unsuccessful airtime and data transactions caused by network downtimes, system glitches or human errors.
The framework, which aligns with the consumer focused objectives of both regulators, is the outcome of several months of engagements involving Mobile Network Operators (MNOs), Value-Added Service (VAS) providers, Deposit Money Banks (DMBs) and other stakeholders.
According to a statement by Nneka Ukoha, Head of the Public Affairs Department at the NCC, the engagements were prompted by a rising incidence of failed airtime and data purchases in which subscribers were debited without receiving value and experienced delays in resolution.
She explained that the framework represents a unified position by the telecommunications and financial sectors on handling such complaints. It identifies and addresses the root causes of failed airtime and data transactions, including instances where bank accounts are debited without successful service delivery.
The framework also introduces an enforceable Service Level Agreement (SLA) for MNOs and DMBs, clearly defining the roles and responsibilities of each stakeholder in transaction processing and complaint resolution.
Under the new arrangement, where a purchaser is debited but fails to receive airtime or data whether the failure occurs at the bank level or with an NCC licensee the consumer is entitled to a refund within 30 seconds.
However, where a transaction remains pending, the refund may take up to 24 hours.
The framework further mandates operators to notify consumers via SMS of the success or failure of every transaction. It also addresses erroneous recharges to ported lines, incorrect airtime or data purchases, and transactions made to the wrong phone number.
Speaking on the development, the NCC’s Director of Consumer Affairs, Mrs. Freda Bruce-Bennett, disclosed that the framework also provides for the establishment of a Central Monitoring Dashboard to be jointly hosted by the NCC and the CBN.
She said the dashboard would enable both regulators to monitor transaction failures, identify the responsible party, track refunds and detect breaches of SLAs in real time.
“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.
Mrs. Bruce-Bennett expressed appreciation to stakeholders, particularly the CBN and its leadership, for their commitment to resolving the issue and ensuring that telecommunications consumers receive full value for their purchases.
She added that, pending final approval of the framework by the management of both regulators, MNOs and banks have collectively refunded over N10 billion to customers for failed transactions.
Implementation of the framework is expected to commence on March 1, 2026, following final approvals by the NCC and the CBN and the completion of technical integration by all MNOs, VAS providers and DMBs.
