Telecoms: NCC, CBN protect consumers, set to introduce refund framework for failed transactions

*The Nigerian Communications Commission discloses the new framework to address consumers’ complaints resulted from several months of stakeholder engagements between the Commission, Central Bank of Nigeria, network operators, banks, and relevant others in the in the country’s digital space

Isola Moses | ConsumerConnect

The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN), in accordance with the consumer-focused objectives of two regulatory organisations, have designed a framework to address consumer complaints.

The new framework is focused on telecoms consumers’ usual complaints arising from unsuccessful airtime and data transactions during network downtimes, system glitches, or human input errors.

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Mrs. Nnenna Ukoha, Head of Public Affairs at NCC, who confirmed this development in a statement Thursday, January 8, 2026, explained the framework resulted from several months of engagements involving the NCC, the CBN, Mobile Network Operators (MNOs), Value Added Service (VAS) providers, Deposit Money Banks (DMBs), and other relevant stakeholders.

The Commission noted the engagements were prompted by a rising incidence of failed airtime and data purchases, where subscribers were debited without receiving value and experienced delays in resolution.

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Telecoms: NCC, CBN Protect Consumers, Set To Introduce Refund Framework For Failed Transactions

The telecoms sector regulator equally said the framework represents a unified position by both the telecommunications and financial sectors on addressing such complaints in the economy.

NCC explained it identifies and tackles the root causes of failed airtime and data transactions, including instances where bank accounts are debited without successful delivery of services.

The statement noted it prescribes an enforceable Service Level Agreement (SLA) for MNOs and DMBs, clearly outlining the roles and responsibilities of each stakeholder in the transaction and resolution process.”

Ukoha equally, stated that under the new framework, where a telecoms consumer 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, of which the refund can take up to 24 hours.

The Commission explained the framework further mandates network operators to notify consumers via SMS of the success or failure of every transaction.

It also addresses erroneous recharges to ported lines, incorrect airtime or data purchases, and instances where transactions are made to the wrong phone number, said the NCC.

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Speaking on the objective of the initiative, Mrs. Freda Bruce-Bennett, Director of Consumer Affairs at NCC, disclosed that the framework also establishes a Central Monitoring Dashboard to be jointly hosted by the NCC and the CBN.

According to her, the dashboard will enable both regulators to monitor failures, the responsible party, refunds, and track SLA breaches in real time.

The statement quoted Mrs. Bruce-Bennett to have said: “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.

“We are grateful to all stakeholders—particularly the Central Bank of Nigeria and its leadership—for their tireless commitment to resolving this issue and arriving at this framework, and for ensuring that consumers of telecommunications services receive full value for their purchases.”

She stated: “So far, pending the approval of management of both regulators on the framework, MNOs and banks have collectively made refunds of over N10 billion to customers for failed transactions.”

The Director of Consumer Affairs affirmed that implementation of the new-fangled framework is expected to commence March 1, 2026, once the NCC and CBN have made final approvals, and technical integration by all MNOs, VAS providers and DMBs is concluded.

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