Nigerians may soon get instant refunds for failed airtime and data purchases as the Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have finalised a joint framework to address one of the most common consumer complaints in the telecommunications sector.
This was contained in a statement signed on Thursday by the commission’s Head, Public Affairs, Mrs. Nnenna Ukoha.
The proposed framework provides that subscribers who are debited without receiving airtime or data will be refunded within 30 seconds, except where transactions are pending, in which case resolution may take up to 24 hours.
The policy is the product of extensive consultations between the two regulators and key industry players, including Mobile Network Operators (MNOs), Deposit Money Banks (DMBs) and Value Added Service (VAS) providers.
The discussions were prompted by the growing number of complaints linked to network outages, system failures and processing errors during airtime and data purchases.
According to the NCC, the framework establishes a harmonised approach between the telecommunications and financial sectors, clarifying the roles of banks and operators in transaction processing and dispute resolution.
It also introduces binding Service Level Agreements (SLAs) to ensure timely refunds and accountability.
Director of Consumer Affairs at the NCC, Mrs. Freda Bruce-Bennett, said the initiative directly targets failed top-ups, which consistently rank among the top consumer complaints received by the Commission.
“Resolving failed airtime and data transactions is a priority for us because it affects millions of subscribers daily. This framework ensures consumers receive value for their money without unnecessary delays,” she said.
The framework further mandates operators to notify customers via SMS on the outcome of every transaction and covers issues such as wrong-number recharges, incorrect data or airtime purchases, and transactions involving ported lines.
Bruce-Bennett revealed that, ahead of full implementation, telecom operators and banks have already refunded over ₦10 billion to subscribers affected by failed transactions.
She added that the NCC and CBN will jointly operate a central monitoring dashboard to track transaction failures, refunds and compliance with agreed service timelines in real time.
The NCC said the framework is expected to take effect from March 1, 2026, subject to final approvals and the completion of technical integration by all relevant stakeholders.
Once implemented, the policy is expected to strengthen consumer protection, enhance trust in electronic payments and improve service delivery across Nigeria’s telecommunications sector.
