The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have introduced new guidelines aimed at ensuring quicker refunds for failed airtime and data transactions, following growing complaints from subscribers over debits without service delivery.
The new framework was announced in a statement issued on Thursday by the NCC’s Head of Public Affairs, Nnenna Ukoha. It targets unsuccessful transactions caused by network outages, system malfunctions, and human errors affecting telecom subscribers across the country.
According to the NCC, the guidelines were developed after months of joint consultations involving mobile network operators, banks, value-added service providers, and other key stakeholders.
Ukoha said the framework aligns the financial and telecommunications sectors on how failed transactions should be managed and resolved.
“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,” she said.
“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 transactions, including cases where bank accounts are debited without successful service delivery.”
Under the new rules, mobile network operators and banks are bound by a service-level agreement that clearly defines responsibilities in transaction processing and refunds. Refunds are expected to be completed within 30 seconds, except in cases where transactions remain pending, which may take up to 24 hours to resolve.
Ukoha added that operators are now required to notify customers via SMS on the status of every airtime or data transaction. The framework also covers issues such as erroneous recharges to ported lines, incorrect purchases, and transactions made to wrong phone numbers.
Director of Consumer Affairs at the NCC, Mrs Freda Bruce-Bennett, said the framework introduces a central monitoring system to enhance oversight. She explained that the monitoring dashboard will be jointly managed by the NCC and the CBN to track failed transactions, refunds, and breaches of service timelines in real time.
Bruce-Bennett noted that failed top-ups rank among the top three complaints received by the commission and expressed optimism that the new framework would significantly reduce such issues.
She added that implementation is expected to commence on March 1, subject to final approvals and the completion of technical integration by all banks and telecom operators.
