The Nigerian Communications Commission (NCC) says it has developed a joint framework with the Central Bank of Nigeria (CBN) to address consumer complaints arising from failed airtime and data transactions caused by network downtime, system glitches, or human input errors.
In a statement on Thursday, Nneka Ukoha, NCC’s spokesperson, said the initiative is designed to ensure refunds within 30 seconds.
Ukoha said the framework followed several months of engagement involving the NCC, the CBN, mobile network operators (MNOs), value-added service (VAS) providers, deposit money banks (DMBs), and other relevant stakeholders.
The NCC official said the initiative represents a unified position by the telecommunications and financial sectors in response to growing complaints from subscribers who were debited without receiving airtime or data.
The framework, according to the spokesperson, also introduces an enforceable service level agreement (SLA) for MNOs and DMBs, clearly defining the responsibilities of each stakeholder in transaction processing and dispute resolution.
“Under the new framework, where a purchaser is debited but fails to receive value for airtime or data-whether the failure occurs at the bank level or with an NCC licensee-the purchaser is entitled to a refund within 30 seconds, except in circumstances where the transaction remains pending, of which the refund can take up to 24 hours,” she said.
“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 instances where transactions are made to the wrong phone number.”
Freda Bruce-Bennett, director of consumer affairs at the NCC, said the framework establishes a central monitoring dashboard to track transaction failures, refunds, and SLA breaches in real time — jointly hosted by the NCC and the CBN.
“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.
“We are grateful to all stakeholders-particularly the Central Bank of Nigeria and its leadership-for their tireless commitment to resolving this issue and arriving at this framework, and for ensuring that consumers of telecommunications services receive full value for their purchases.
“So far, pending the approval of management of both regulators on the framework, MNOs and banks have collectively made refunds of over N10 billion to customers for failed transactions.”
Bruce-Bennett added that the framework will be implemented on March 1, after final approvals by the NCC and the CBN, once technical integration by MNOs, VAS providers, and DMBs is concluded
