By Adeyinka Adeniran
The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have jointly developed a refund framework to address consumer complaints arising from failed airtime and data transactions.
The framework, which is expected to commence on March 1, 2026, aims to protect subscribers who are debited without receiving value due to network downtimes, system glitches, or human errors.
This initiative is a significant step towards enhancing consumer protection and promoting confidence in the telecommunications industry.
The framework prescribes an enforceable Service Level Agreement (SLA) for Mobile Network Operators (MNOs) and Deposit Money Banks (DMBs), clearly outlining the roles and responsibilities of each stakeholder in the transaction and resolution process.
Customers who are debited without receiving airtime or data will be entitled to an automatic refund within 30 seconds, except in cases where transactions remain pending, which may take up to 24 hours.
This refund timeline is designed to ensure that consumers are not unfairly disadvantaged by system failures or errors beyond their control.
A joint Central Monitoring Dashboard will be established by the NCC and CBN to monitor transaction failures, identify responsible parties, track refunds, and enforce SLA compliance in real-time.
This dashboard will enable the regulators to track and analyze data on failed transactions, identify patterns and trends, and take proactive measures to prevent similar issues from occurring in the future.
Operators are also mandated to notify consumers via SMS of the success or failure of every transaction, ensuring that subscribers are kept informed throughout the transaction process.
The framework addresses erroneous recharges to ported lines, incorrect airtime or data purchases, and instances where transactions are made to the wrong phone number.
These issues have been a major source of frustration for many consumers, and the new framework provides a clear and efficient process for resolving these complaints.
According to Mrs. Freda Bruce-Bennett, Director of Consumer Affairs at the NCC, failed top-ups rank among the top three consumer complaints, and the regulators are committed to resolving these issues within the shortest possible time.
Pending final approval of the framework, MNOs and banks have collectively made refunds of over N10 billion to customers for failed transactions. This demonstrates the industry’s commitment to making things right and providing fair compensation to affected consumers.
The introduction of this refund framework is a significant milestone in the development of the telecommunications industry in Nigeria.
It demonstrates the NCC and CBN’s commitment to protecting consumers and promoting a fair and transparent market. With this framework in place, consumers can expect a higher level of service and protection, and the industry can expect to build trust and confidence with its customers.
