iDeemlawfulThe Nigerian Communications Commission (NCC) has introduced a new operational framework to ensure subscribers receive refunds within 30 seconds when they are debited without receiving airtime or data.
The commission explained that the only exception is when a transaction remains pending, in which case the refund process may take up to 24 hours.
In a statement, NCC Head of Public Affairs, Nnenna Ukoha, said the framework was developed in partnership with the Central Bank of Nigeria (CBN).
She said the initiative was designed to resolve frequent consumer complaints linked to failed airtime and data transactions caused by network disruptions, system failures, or user input errors.
MOST READ ARTICLES
The framework also mandates service providers to notify customers via SMS on the status of every transaction. It further covers issues such as mistaken recharges to ported lines, incorrect airtime or data purchases, and transactions sent to the wrong phone numbers.
“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,” the statement read.
Speaking on the development, the Director of Consumer Affairs at the NCC, Mrs Freda Bruce-Bennett, said the framework also provides for the creation of a Central Monitoring Dashboard to be jointly managed by the NCC and the CBN.
She explained that the dashboard would enable regulators to track transaction failures, determine responsibility, supervise refunds, and monitor service level agreement 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 added that implementation of the framework is expected to begin on March 1, 2026, subject to final approvals by both regulators and the completion of technical integration by MNOs, VAS providers, and DMBs.