In line with the consumer-focused objectives of the Nigerian Communications
Commission (NCC) and the Central Bank of Nigeria (CBN), the two regulators have
drawn up a framework to address consumer complaints arising from unsuccessful
airtime and data transactions during network downtimes, system glitches, or human
input errors.
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
engagements were prompted by a rising incidence of failed airtime and data
purchases, where subscribers were debited without receiving value and experienced
delays in resolution.
The Framework represents a unified position by both the telecommunications and
financial sectors on addressing such complaints. It identifies and tackles the root
causes of failed airtime and data transactions, including instances where bank
accounts are debited without successful delivery of services. It also prescribes an
enforceable Service Level Agreement (SLA) for MNOs and DMBs, clearly outlining
the roles and responsibilities of each stakeholder in the transaction and resolution
process.
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.
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.
Speaking on the development, the Director of Consumer Affairs at the NCC, Mrs.
Freda Bruce-Bennett, disclosed that the framework also establishes a Central
Monitoring Dashboard to be jointly hosted by the NCC and the CBN. According
to her, the dashboard will enable both regulators to monitor failures, the responsible
party, refunds, and track SLA breaches in real time.
“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.”
Mrs. Bruce-Bennett further noted that implementation of the framework is expected
to commence on March 1, 2026, once the two regulators have made final approvals,
and technical integration by all MNOs, VAS providers and DMBs is concluded.
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