In a move to protect telecommunications consumers, the Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have announced a new regulatory framework aimed at guaranteeing instant refunds for failed airtime and data purchases.
The initiative follows months of high-level engagement between regulators, banks, and mobile network operators, and is designed to end the long-standing issue of “debit without value,” where customers are charged but receive no service due to network or system failures.
Under the new guidelines, customers who are debited for failed transactions caused by network glitches or technical errors must receive refunds within 30 seconds.
In situations where transactions remain pending or require further verification, the framework allows a maximum resolution window of 24 hours.
Service providers are also required to send real-time SMS notifications confirming the success or failure of every transaction, while clear procedures have been established to address errors such as recharges sent to ported lines or incorrect phone numbers.
To ensure accountability, enforceable Service Level Agreements will bind banks and telecommunications operators, clearly defining responsibility whenever a transaction fails.
Speaking on enforcement, the Director of Consumer Affairs at the NCC, Mrs. Freda Bruce-Bennett, disclosed that a Central Monitoring Dashboard will be jointly hosted by the NCC and the CBN.
The platform will enable regulators to track failed transactions, monitor refund timelines, and identify banks or mobile operators responsible for breaches in real time.
She noted that failed airtime and data top-ups consistently rank among the top consumer complaints and emphasized the regulators’ commitment to ensuring customers receive full value for their money.
The financial impact of the initiative is already evident, with the NCC revealing that banks and mobile operators have processed over ₦10 billion in refunds during the pilot and stakeholder engagement phase ahead of the formal rollout.
Full implementation of the framework is scheduled to commence on March 1, 2026, allowing sufficient time for technical integration among Deposit Money Banks, Value Added Service providers, and Mobile Network Operators.
