The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have jointly unveiled a new framework
They aimed at resolving consumer complaints arising from failed airtime and data purchases across Nigeria.
The initiative follows months of collaboration involving the NCC, CBN, Mobile Network Operators (MNOs), Value Added Service (VAS) providers, Deposit Money Banks (DMBs), and other key industry stakeholders.
Also, it was introduced in response to the growing number of cases where subscribers are debited without receiving airtime or data due to network downtime, system glitches, or human errors.
Under the new framework, a harmonised process has been established to align both the telecommunications and financial sectors.
It introduces a Service Level Agreement (SLA) that clearly outlines the responsibilities of MNOs and DMBs in ensuring successful transactions and prompt resolution of failures.
According to the framework, customers who are debited without receiving airtime or data are entitled to a refund within 30 seconds, except in cases of pending transactions, which must be resolved within 24 hours.
Operators are also mandated to notify consumers via SMS on the success or failure of every transaction.
The framework further addresses issues such as recharges sent to ported lines, wrong purchases, and transactions credited to incorrect phone numbers.
Speaking on the development, NCC’s Director of Consumer Affairs, Mrs Freda Bruce-Bennett, disclosed that a Central Monitoring Dashboard has been introduced.
The dashboard, jointly hosted by the NCC and CBN, will track transaction failures, identify responsible parties, monitor refunds, and ensure real-time compliance with SLA requirements.
The regulators announced that implementation of the framework is scheduled to commence on March 1, 2026.
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This follows final approvals and the completion of technical integration by all participating MNOs, VAS providers, and DMBs.
