New framework guarantees instant refunds, tighter consumer alerts, and joint monitoring of banks and telecom operators
The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have jointly introduced a new consumer protection framework that guarantees subscribers a refund within 30 seconds for failed airtime and data transactions.
The initiative, announced in a statement by the NCC, is aimed at resolving persistent complaints from customers who are debited without receiving airtime or data, while strengthening accountability across Nigeria’s telecommunications and financial services sectors.
Under the new arrangement, subscribers are entitled to an automatic refund within 30 seconds whenever a transaction fails. Where a transaction remains unresolved or marked as pending, the framework allows a maximum resolution period of 24 hours, after which the customer must be fully reimbursed.
The policy applies regardless of whether the failure occurs at the level of a Deposit Money Bank (DMB), a Mobile Network Operator (MNO), or any other NCC-licensed service provider, reflecting a coordinated regulatory approach between the two agencies.
According to the NCC, the framework clearly defines refund obligations and assigns responsibility based on the source of the failure. All participating institutions are bound by an enforceable Service Level Agreement (SLA) to ensure compliance.
Speaking on the development, the NCC’s Director of Consumer Affairs,Freda Bruce-Bennett, said the framework also introduces a Central Monitoring Dashboard, to be jointly hosted by the NCC and the CBN.
She explained that the dashboard would allow regulators to track transaction failures in real time, identify the responsible institution, monitor refund execution, and detect breaches of agreed service standards.
“Failed top-ups consistently rank among the top three consumer complaints. In line with our commitment to resolving priority consumer issues, we were determined to address this challenge within the shortest possible time,” Bruce-Bennett said.
She commended the collaboration between both regulators and industry stakeholders, noting that the framework was designed to ensure telecom subscribers receive full value for their money.
“We appreciate the Central Bank of Nigeria and all stakeholders for their dedication to resolving this long-standing issue and for working towards a system that protects consumers,” she added.
According to the NCC, full implementation of the framework is expected to begin March 1, 2026, subject to final regulatory approvals and the completion of technical integration by all mobile network operators, value-added service providers and deposit money banks.
Bruce-Bennett disclosed that, ahead of the full rollout, telecom operators and banks have already refunded over ₦10 billion to customers affected by failed airtime and data transactions.
Stronger consumer safeguards introduced
Beyond refunds, the framework mandates all telecom operators and financial institutions to send SMS notifications to customers confirming the success or failure of every airtime and data transaction.
This requirement is intended to improve transparency and eliminate the uncertainty subscribers often face when transactions do not go through.
The policy also addresses recurring consumer complaints such as airtime or data mistakenly sent to the wrong phone number, recharges to ported numbers, and incorrect purchases. By standardising how such errors are handled, the regulators expect faster dispute resolution and fewer unresolved cases.
Why it matters
Failed airtime and data transactions remain one of the most common complaints in Nigeria’s telecom sector. For millions of Nigerians who rely on mobile connectivity for banking, business and daily communication, delayed or unresolved refunds can result in financial strain and productivity losses.
Regulators believe that near-instant refunds, combined with mandatory transaction alerts and real-time monitoring, will significantly improve customer experience while pushing banks and telecom operators to strengthen their transaction systems.
Background
The NCC and CBN first disclosed plans to develop the refund framework in October 2025, during the 94th Telecom Consumer Parliament held in Lagos.
The move followed growing complaints from subscribers who reported being debited for failed transactions, some of which remained unresolved for weeks after being labelled as “pending.”
With the new framework, regulators say such delays will no longer be tolerated.
