By 
New Policy Guarantees Faster Refunds and Stronger Consumer Protection
The Nigerian Communications Commission (NCC) and Central Bank of Nigeria (CBN) have launched a joint regulatory framework to address consumer complaints from failed airtime and data transactions. This collaboration directly targets inefficiencies within Nigeria’s digital payment ecosystem, aiming to enhance consumer protection and system reliability.
RELATED: Telecom subscribers urge NCC to address declining service quality amid calls for tariff hikes
This new framework tackles telecom charges without service, often due to network or system failures. It resolves disputes between subscribers, operators, and financial institutions directly.
A Unified Response to Growing Consumer Complaints
NCC Head of Public Affairs, Nnenna Ukoha, announced the initiative followed extensive stakeholder talks. The engagement included the CBN, mobile operators, banks, and payment platforms.
She explained that the collaboration was prompted by a surge in unresolved complaints over failed transactions as digital payments and electronic top-ups increasingly replace physical recharge cards.
According to Ukoha, the framework establishes a coordinated approach between the telecommunications and financial sectors to identify the root causes of transaction failures and ensure that affected consumers are promptly compensated.
Clear Rules on Responsibility and Refunds
A major feature of the framework is the introduction of an enforceable Service Level Agreement (SLA) that clearly defines the responsibilities of both mobile operators and banks in transaction processing and complaint resolution.
Under the new rules:
- Customers are entitled to a refund within 30 seconds for failed transactions, regardless of whether the fault lies with the bank or the telecom operator.
- Where a transaction remains pending, a refund must be completed within 24 hours.
- Subscribers must receive SMS notifications confirming the success or failure of every airtime or data purchase.
The framework also covers frequent problem areas such as:
- Erroneous recharges to ported lines
- Incorrect airtime or data bundle purchases
- Transfers made to the wrong phone number
Real-Time Monitoring to Enforce Compliance
The NCC’s Director of Consumer Affairs, Freda Bruce-Bennett, said the new framework introduces a central monitoring dashboard to be jointly hosted by the NCC and the CBN.
The platform will enable regulators to:
- Monitor transaction failures in real time
- Identify the responsible party—bank or telecom operator
- Track refunds and resolution timelines
- Detect breaches of service level agreements
Bruce-Bennett noted that complaints about failed airtime and data purchases consistently rank among the top three consumer issues received by the NCC, underscoring the urgency of regulatory intervention.
Over ₦10 Billion Already Refunded
Even before full implementation, the collaborative framework has demonstrated immediate impact.  Mobile operators and banks have refunded over ₦10 billion to affected customers. This early action highlights the initiative’s effectiveness in addressing transaction failures and protecting consumer funds, said Ukoha.
According to the NCC, the framework is expected to take effect from March 1, subject to final approval by both regulators.This is in addition to the completion of technical integration by all participating banks and telecom operators.
Boosting Trust in Nigeria’s Digital Payment Ecosystem
Industry analysts highlight the NCC-CBN collaboration as a pivotal move to rebuild consumer trust in Nigeria’s fast-growing digital payment and telecom ecosystem. This initiative is viewed as a crucial step in strengthening the regulatory foundation for a more reliable and secure digital services market.
This new framework is designed to significantly reduce disputes over failed airtime and data transactions. It will guarantee faster refunds and help in clarifying institutional responsibilities. In addition, it will introduce real-time regulatory oversight to reinforce accountability across the telecom and financial sectors.
