By our Reporter
The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have developed a framework to address consumer complaints arising from failed airtime and data purchases caused by network downtimes, system glitches, or human input errors.
The framework is the result of months of collaboration between the NCC, CBN, Mobile Network Operators (MNOs), Value Added Service (VAS) providers, Deposit Money Banks (DMBs), and other key stakeholders. It was prompted by a rise in incidents where subscribers were debited without receiving value, often experiencing delays in resolution.
The new system sets a unified approach for both the telecommunications and financial sectors, targeting the root causes of failed transactions. It establishes a Service Level Agreement (SLA) for MNOs and DMBs, clearly defining each stakeholder’s responsibilities in ensuring successful transactions and timely resolutions.
Under the framework, if a purchaser is debited but does not receive airtime or data, they are entitled to a refund within 30 seconds except in pending transactions, which may take up to 24 hours. Operators must also notify consumers via SMS of the success or failure of every transaction. The framework covers issues such as incorrect recharges to ported lines, wrong purchases, and transactions sent to the wrong number.
Mrs. Freda Bruce-Bennett, Director of Consumer Affairs at the NCC, revealed that the framework also includes a Central Monitoring Dashboard, jointly hosted by the NCC and CBN, to track failures, responsible parties, refunds, and SLA compliance in real time.
She noted, “Failed top-ups rank among the top three consumer complaints. We are committed to resolving them as quickly as possible. Thanks to the collaboration of all stakeholders, particularly the CBN, over ₦10 billion has already been refunded to customers for failed transactions.”
Implementation of the framework is expected to begin March 1, 2026, after final approval from both regulators and completion of technical integration by all MNOs, VAS providers, and DMBs.
