The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have introduced a new consumer refund framework that guarantees subscribers a refund within 30 seconds for failed airtime and data transactions.
Gatekeepers News reports that in a statement on the jointly developed policy, the NCC said the framework is designed to address situations where customers are debited but do not receive value for airtime or data purchases.
The initiative also strengthens consumer notification requirements and resolves long-standing challenges associated with erroneous and misdirected airtime and data transactions.
Under the framework, the refund obligation applies whether a transaction failure occurs at the banking level or within the network of an NCC-licensed operator, signalling a coordinated regulatory approach to consumer protection across Nigeria’s telecommunications and financial services sectors.
What the regulators are saying
According to the NCC, any customer who is debited without receiving airtime or data is entitled to an automatic refund within 30 seconds.
However, where a transaction remains pending, the refund window may extend to a maximum of 24 hours, after which the customer must be fully reimbursed.
The Commission noted that the framework clearly assigns responsibility for refunds, regardless of whether the failure originates from a Deposit Money Bank (DMB), a Mobile Network Operator (MNO), or another licensed service provider. Compliance is backed by an enforceable Service Level Agreement (SLA) binding all participating institutions.
Speaking on the development, the NCC’s Director of Consumer Affairs, 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 allow both regulators to monitor transaction failures, identify the responsible party, track refunds, and detect 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,” Bruce-Bennett said.
She added that implementation of the framework is expected to commence on March 1, 2026, following final regulatory approvals and the completion of technical integration by all MNOs, value-added service (VAS) providers, and DMBs.
Bruce-Bennett further disclosed that operators and banks have already refunded over N10 billion to customers for failed airtime and data transactions ahead of the full rollout.
Expanded consumer protections
Beyond refunds, the framework mandates telecom operators and financial institutions to notify customers via SMS on the success or failure of every airtime and data transaction.
The requirement is aimed at improving transparency and reducing uncertainty for subscribers who often struggle to confirm transaction outcomes.
The policy also addresses common consumer complaints such as erroneous recharges to ported phone numbers, incorrect airtime or data purchases, and transactions mistakenly sent to the wrong phone number. By standardising how such errors are handled, the regulators expect quicker resolution times and fewer unresolved disputes.
Why this matters
Failed airtime and data transactions rank among the most frequent consumer complaints in Nigeria’s telecoms sector.
For millions of Nigerians who rely on mobile connectivity for banking, work, and daily communication, delayed refunds often result in financial losses and productivity setbacks. The introduction of near-instant refunds and mandatory transaction alerts is expected to significantly enhance customer experience while compelling banks and telecom operators to strengthen internal controls and transaction systems.
Background
The NCC and CBN first announced plans to develop the framework in October last year during the 94th Telecom Consumer Parliament held in Lagos.
According to the regulators, the policy was prompted by rising complaints from consumers who lose money to failed transactions that are debited without refunds. In many cases, such transactions are tagged as “pending,” leaving customers without resolution for weeks.
