By Nkechi Eze
In a major consumer-focused intervention, the Nigerian Communications Commission and the Central Bank of Nigeria have jointly developed a comprehensive framework aimed at resolving persistent consumer complaints arising from failed airtime and data transactions linked to network downtimes, system glitches and human input errors.
The framework, which reflects a unified regulatory position by both the telecommunications and financial sectors, is the product of months of extensive engagements involving the NCC, the CBN, Mobile Network Operators, Value Added Service providers, Deposit Money Banks and other critical stakeholders. These engagements were triggered by a growing number of complaints from subscribers who were debited for airtime and data purchases without receiving value, often accompanied by prolonged delays in complaint resolution.
According to an official statement signed by the Head of Public Affairs of the NCC, Nnenna Ukoha, the new framework directly addresses the root causes of failed airtime and data transactions, including scenarios where customers’ bank accounts are debited without successful service delivery by network operators. It establishes clear accountability across the transaction chain and introduces an enforceable Service Level Agreement that defines the specific roles and responsibilities of Mobile Network Operators and Deposit Money Banks in both transaction execution and dispute resolution.
Under the provisions of the framework, any purchaser who is debited but does not receive value for airtime or data whether the failure occurs at the bank level or on the side of an NCC licensee is entitled to an automatic refund within 30 seconds. The only exception applies to transactions that remain pending, in which case the refund period may extend to a maximum of 24 hours.
Beyond refunds, the framework mandates operators to notify consumers via SMS of the outcome of every transaction, whether successful or failed. It also provides clear mechanisms for addressing erroneous recharges to ported lines, incorrect airtime or data purchases, and cases where transactions are mistakenly made to the wrong phone number, all of which have historically been major sources of consumer dissatisfaction.
Speaking on the development, the Director of Consumer Affairs at the NCC, Mrs Freda Bruce-Bennett, described the framework as a decisive response to one of the most frequent complaints received by the Commission. She disclosed that failed airtime and data top-ups consistently rank among the top three consumer complaints in the telecommunications sector, making their resolution a priority for the regulator.
“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 further revealed that the framework introduces a Central Monitoring Dashboard to be jointly hosted by the NCC and the CBN. She explained that the dashboard will enable both regulators to monitor transaction failures in real time, identify the responsible party, track refunds, and detect breaches of the agreed Service Level Agreements, thereby strengthening regulatory oversight and enforcement.
She commended all stakeholders involved in the process, particularly the Central Bank of Nigeria and its leadership, for their sustained commitment to consumer protection and inter-sectoral collaboration. According to her, even ahead of the formal implementation of the framework, Mobile Network Operators and banks have collectively refunded more than ₦10 billion to customers affected by failed airtime and data transactions.
Mrs Bruce-Bennett noted that the framework is expected to take effect from March 1, 2026, subject to final approvals by the management of both regulators and the completion of technical integration by all Mobile Network Operators, Value Added Service providers and Deposit Money Banks. She expressed confidence that once implemented, the framework would significantly enhance consumer confidence and ensure that telecommunications subscribers receive full value for every airtime and data purchase.
