NCC, CBN to Introduce Refund Framework for Failed Airtime and Data Transactions
The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) are set to introduce a joint refund framework aimed at addressing consumer complaints arising from failed airtime and data transactions, particularly cases where subscribers are debited without receiving value.
In a press statement released yesterday and signed by the NCC’s Head of Public Affairs, Nnenna Ukoha, the regulators said the initiative is designed to protect consumers affected by network downtimes, system glitches, or human input errors, while ensuring faster and more transparent resolution of transaction failures across the telecommunications and financial sectors.
According to the statement, the framework is the outcome of several months of engagements involving the NCC, the CBN, Mobile Network Operators (MNOs), Value Added Service (VAS) providers, Deposit Money Banks (DMBs), and other relevant stakeholders. These discussions were prompted by the rising number of consumer complaints linked to unsuccessful airtime and data purchases and prolonged refund delays.
Under the new arrangement, where a subscriber is debited but does not receive airtime or data—whether the failure occurs at the banking level or with an NCC licensee—the consumer will be entitled to a refund within 30 seconds. In cases where transactions remain pending, the refund period may extend to a maximum of 24 hours.
The framework establishes a unified operational position between the telecommunications and financial sectors and introduces an enforceable Service Level Agreement (SLA) that clearly defines the roles and responsibilities of all parties involved in transaction processing and dispute resolution.
It also mandates service providers to notify consumers via SMS of the success or failure of every transaction. Additionally, the framework addresses issues such as erroneous recharges to ported lines, incorrect airtime or data purchases, and transactions made to wrong phone numbers.
Speaking on the development, the NCC’s Director of Consumer Affairs, Freda Bruce-Bennett, said the framework directly responds to one of the most frequent complaints received by the Commission.
“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 this within the shortest possible time,” she said.
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. The platform will enable both regulators to monitor transaction failures, identify responsible parties, track refunds, and detect breaches of agreed service levels in real time.
She acknowledged the contributions of all stakeholders involved in developing the framework, particularly the leadership of the CBN, for driving the process to a successful outcome.
“We are grateful to all stakeholders, especially the CBN and its leadership, for their tireless commitment to resolving this issue and ensuring that consumers of telecommunications services receive full value for their purchases,” she added.
She further revealed that, pending final approval by the management of both regulators, Mobile Network Operators and banks have already refunded over ₦10 billion to customers affected by failed transactions.
Implementation of the framework is expected to commence on March 1, 2026, subject to final approvals and the completion of technical integration by all MNOs, VAS providers and DMBs.
