Jubilation As NCC, CBN Launch Refund Framework For Failed Airtime, Data Transactions
The Nigerian Communications Commission (NCC) has developed a joint framework with the Central Bank of Nigeria (CBN) to address consumer complaints arising from failed airtime and data transactions.
The framework, which is aimed at ensuring swift refunds to affected customers, covers transaction failures caused by network downtime, system glitches, or human input errors. Under the new arrangement, refunds are expected to be processed within 30 seconds.
In a statement on Thursday, NCC spokesperson Nneka Ukoha said the framework was the result of several months of engagement involving the NCC, CBN, mobile network operators (MNOs), value-added service (VAS) providers, deposit money banks (DMBs), and other relevant stakeholders.
According to Ukoha, the initiative represents a unified response by the telecommunications and financial sectors to the growing number of complaints from subscribers who are debited without receiving airtime or data.
She explained that the framework introduces an enforceable service level agreement (SLA) for MNOs and DMBs, clearly outlining the responsibilities of each stakeholder in transaction processing and dispute resolution.
“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, in which case the refund can take up to 24 hours,” Ukoha said.
She added that operators are now mandated to notify consumers via SMS of the success or failure of every transaction. The framework also addresses issues such as erroneous recharges to ported lines, incorrect airtime or data purchases, and transactions made to the wrong phone number.
Meanwhile, the NCC and the CBN are set to launch a central monitoring dashboard to track failed transactions, refunds, and SLA breaches in real time. The dashboard will be jointly hosted by both regulators.
Speaking on the development, Freda Bruce-Bennett, director of consumer affairs at the NCC, said failed airtime and data top-ups rank among the top three consumer complaints received by the commission.
“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.
Bruce-Bennett expressed appreciation to all stakeholders, particularly the CBN, for their collaboration in developing the framework and ensuring consumers receive full value for their purchases.
She disclosed that, pending final approval by the management of both regulators, MNOs and banks have collectively refunded over ₦10 billion to customers affected by failed transactions.
According to her, the framework is scheduled to be implemented on March 1, following final approvals by the NCC and the CBN and the completion of technical integration by MNOs, VAS providers, and DMBs.
