NCC, CBN Finalise Framework to Fast-Track Refunds for Failed Airtime, Data Transactions

NCC, CBN Finalise Framework to Fast-Track Refunds for Failed Airtime, Data Transactions

The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have concluded plans to introduce a joint refund framework aimed at resolving consumer complaints arising from failed airtime and data transactions.

The initiative, driven by both regulators’ consumer protection mandates, seeks to address situations where subscribers are debited for airtime or data purchases without receiving value due to network outages, system failures or human errors.

The framework is the product of months of consultations involving the NCC, CBN, Mobile Network Operators (MNOs), Deposit Money Banks (DMBs), Value Added Service (VAS) providers and other industry stakeholders. The engagements were necessitated by a growing number of complaints from consumers over unsuccessful airtime and data purchases and prolonged delays in refund processes.

According to the regulators, the framework establishes a harmonised approach between the telecommunications and financial sectors to tackle the root causes of transaction failures. It clearly defines the roles and responsibilities of banks and NCC licensees, while introducing an enforceable Service Level Agreement (SLA) to ensure timely resolution of complaints.

Under the new arrangement, customers who are debited without receiving airtime or data will be entitled to a refund within 30 seconds, regardless of whether the failure occurs at the bank or network operator level. However, in cases where transactions remain pending, refunds may take up to 24 hours.

The framework also requires service providers to notify consumers via SMS on the status of every transaction. In addition, it covers issues such as erroneous recharges to ported lines, incorrect airtime or data purchases, and transfers made to the wrong phone numbers.

Speaking on the development, the NCC’s Director of Consumer Affairs, Mrs. Freda Bruce-Bennett, disclosed that the framework provides for the establishment of a Central Monitoring Dashboard to be jointly managed by the NCC and the CBN. She explained that the platform would enable real-time monitoring of transaction failures, responsible parties, refund timelines and breaches of service level agreements.

“Failed airtime and data top-ups consistently rank among the top three consumer complaints we receive. In line with our commitment to consumer protection, we were determined to resolve this issue as quickly as possible,” Bruce-Bennett said.

She commended the CBN and other stakeholders for their collaboration, noting that even ahead of formal implementation, banks and mobile network operators have refunded over N10 billion to customers affected by failed transactions.

Bruce-Bennett added that the framework is expected to take effect from March 1, 2026, subject to final approval by the management of both regulators and the completion of technical integrations by MNOs, VAS providers and deposit money banks.