The National Association of Nigerian Students (NANS) has publicly commended the Nigerian Communications Commission (NCC) for creating a comprehensive new framework designed to refund customers for failed airtime and data purchases. The student body described this regulatory action as both timely and impactful for millions of subscribers.
Addressing Long-Standing Student Grievances
In a statement released on 10 January 2026 by its National Vice President (Special Duties), Ahmad Mallawa, NANS highlighted that students have disproportionately suffered from failed transactions for years. Operating on tight budgets, many have experienced direct debits without receiving value, leading to repeated financial losses with little hope for a quick resolution.
Mallawa emphasized that in today's academic environment, where online learning, digital research, and virtual collaboration are essential, reliable and accountable telecom services are a necessity, not a luxury. The new framework is seen as a direct response to these critical challenges faced by the youth.
Key Provisions of the Landmark Framework
NANS specifically praised several innovative components within the NCC's framework. A major highlight is the provision for automatic refunds to be processed within 30 seconds of a failed transaction. This measure aims to eliminate prolonged waiting periods and uncertainty.
Other crucial elements include:
- The establishment of a clear Service Level Agreement (SLA) for Mobile Network Operators and Deposit Money Banks.
- The introduction of a Central Monitoring Dashboard for real-time oversight and ensuring operator accountability.
- A defined timeline that clearly outlines operators' responsibilities in resolving customer complaints.
The association noted that these steps align with global best practices and represent a significant shift towards fairness, transparency, and efficiency in Nigeria's telecommunications sector.
Restoring Consumer Confidence and Ensuring Compliance
NANS pointed to the over ₦10 billion already refunded to affected customers as evidence of the framework's potential impact. This substantial figure underscores the scale of the problem and the seriousness of the NCC's intervention.
The student body expressed optimism that effective implementation would restore subscriber confidence, reduce financial losses, and strengthen trust between consumers, service providers, and the regulator. However, NANS urged the NCC to ensure strict compliance by all telecom operators to guarantee the benefits reach every consumer nationwide.
"We reaffirm our commitment to constructive engagement with regulatory authorities in the collective pursuit of policies that safeguard the interests of Nigerian students and the general public," the statement concluded, firmly throwing NANS's support behind the NCC's consumer-centric reforms.
