The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have jointly introduced a new consumer protection framework that ensures subscribers receive refunds within 30 seconds for failed airtime and data transactions.
The policy is designed to resolve recurring cases where customers are debited without receiving the intended service, marking a coordinated regulatory effort across Nigeria’s telecommunications and financial services sectors.
Near-Instant Refunds for Failed Transactions
Under the new framework, customers who are charged for airtime or data but receive no value will be entitled to an automatic refund within 30 seconds.
Where a transaction remains unresolved or pending, the refund timeline may extend to a maximum of 24 hours, after which a full reimbursement must be completed.
The rule applies whether the failure occurs within a bank’s payment system or on the network of an NCC-licensed telecom operator, reinforcing a unified approach to consumer redress.
Defined Responsibility for Banks and Telecom Providers
According to the NCC, the framework clearly outlines refund obligations regardless of whether the failure originates from a:
- Deposit Money Bank (DMB)
- Mobile Network Operator (MNO)
- Value-Added Service (VAS) provider
All participating institutions are bound by a mandatory Service Level Agreement (SLA), ensuring accountability, compliance, and faster resolution of consumer complaints.
Joint Monitoring Dashboard for Real-Time Oversight
Speaking on the initiative, the Director of Consumer Affairs at the NCC, Freda Bruce-Bennett, revealed that the framework introduces a Central Monitoring Dashboard jointly operated by the NCC and the CBN.
The dashboard will allow regulators to:
- Track failed airtime and data transactions in real time
- Identify the institution responsible for each failure
- Monitor refund timelines
- Detect and sanction SLA breaches
“Failed top-ups consistently rank among the top three consumer complaints. We were therefore determined to resolve this issue within the shortest possible time,” she said.
She also acknowledged the collaboration of the CBN and other stakeholders in ensuring telecom consumers receive full value for their purchases.
Rollout Timeline and Refund Progress
The NCC stated that full implementation of the framework is scheduled to begin on March 1, 2026, following final regulatory approvals and completion of technical integration by all banks, MNOs, and VAS providers.
Bruce-Bennett disclosed that ahead of the full rollout, operators and financial institutions have already refunded more than ₦10 billion to customers affected by failed airtime and data transactions.
Mandatory Transaction Alerts for Subscribers
Beyond refunds, the framework requires banks and telecom operators to issue SMS notifications confirming the success or failure of every airtime and data transaction.
This measure is expected to improve transparency and reduce uncertainty for subscribers who often struggle to verify whether transactions were completed successfully.
Fixing Common Recharge Errors
The policy also addresses recurring consumer challenges such as:
- Airtime or data sent to ported numbers
- Incorrect recharge selections
- Transfers made to unintended phone numbers
By standardising the handling of such errors, regulators aim to shorten resolution timelines and reduce unresolved disputes between customers and service providers.
Why the Policy Is Important
Failed airtime and data purchases remain one of the most common complaints in Nigeria’s telecoms industry.
For millions of Nigerians who depend on mobile connectivity for banking, work, education, and daily communication, delayed refunds often translate into financial hardship and lost productivity.
The introduction of near-instant refunds, real-time oversight, and compulsory transaction alerts is expected to significantly enhance customer experience while pushing banks and telecom operators to strengthen their transaction systems.
