As part of its plan to protect Nigerian telecom consumers, the Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have jointly unveiled a new operational framework designed to eliminate prolonged disputes over failed airtime and data purchases.

Consequently, the initiative, which brings telecom operators and financial institutions under a single accountability structure, directly targets transaction failures triggered by network outages, system malfunctions, or avoidable human errors.

So, for millions of subscribers who routinely lose money without receiving value, the framework signals a long-awaited shift from complaints to consequences.

Instant Refunds Become the New Standard

Meanwhile, at the heart of the framework is a consumer-first guarantee: automatic refunds within 30 seconds.

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Again, under the new rule, any customer whose account is debited without receiving the purchased airtime or data will be refunded almost immediately, without filing complaints or navigating customer care bottlenecks.

Moreover, this provision alone represents a significant departure from the long-standing practice where subscribers were forced to chase refunds for days, sometimes weeks.

Clear Rules for Banks and Network Operators

Therefore, to ensure seamless execution, the framework establishes a Service Level Agreement (SLA) that clearly defines the obligations of Mobile Network Operators (MNOs) and Deposit Money Banks (DMBs).

However, it spells out who bears responsibility at every stage of a failed transaction, eliminating ambiguity and finger-pointing between institutions.

With roles clearly assigned, resolution timelines are expected to improve significantly.

Joint Monitoring to Enforce Compliance

In another first, the NCC and CBN will operate a centralised monitoring dashboard to track failed transactions, refund timelines, and compliance with agreed service standards in real time.

The system will flag delays, detect recurring faults, and expose breaches of the SLA, allowing regulators to intervene swiftly.

This shared oversight mechanism is designed to strengthen enforcement and ensure that consumer protection moves beyond policy statements into measurable action.

Mandatory Customer Notifications

The framework also introduces compulsory transaction alerts. Telecom operators and financial institutions must now notify customers via SMS on the outcome of every airtime or data purchase, confirming either success or failure.

This requirement aims to improve transparency and reduce uncertainty around disputed transactions.

March 2026 Rollout Target

Subject to final regulatory approvals and technical alignment across platforms, the framework is scheduled to take effect on March 1, 2026. Industry stakeholders are currently working on system integrations to meet the rollout deadline.

Responding to a Growing Consumer Crisis

The intervention follows mounting consumer complaints and escalating refund claims.

According to regulatory data, the NCC and CBN have collectively received over ₦10 billion in claims linked to failed airtime and data transactions, underscoring the scale of the problem and the urgency for reform.

By aligning financial and telecom regulators under one consumer protection strategy, the framework aims to restore confidence in digital micro-transactions that have become part of everyday life for Nigerians.

When fully implemented, the policy is expected to mark a turning point,
transforming failed airtime and data purchases from a persistent consumer frustration into a swiftly resolved exception rather than the norm.