In a landmark move for consumer protection, Nigeria's telecom and banking regulators have issued a strict new order mandating near-instant refunds for failed mobile transactions. The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have unveiled a comprehensive framework designed to end the prolonged suffering of subscribers who get debited for airtime and data they never receive.
A 30-Second Mandate for Automatic Refunds
The core of the new directive is a strict 30-second window for automatic refunds. Announced on Thursday, January 8, by Nnenna Ukoha, Head of Public Affairs at the NCC, the framework states that any customer debited for an airtime top-up or data bundle purchase that fails must be refunded automatically within half a minute. The only exception is for transactions flagged as "pending," which are allowed a resolution timeline of up to 24 hours.
Freda Bruce-Bennett, Director of Consumer Affairs at the NCC, highlighted the urgency of the intervention, noting that failed top-ups consistently rank among the top three complaints from telecom consumers. She revealed that even before the framework's final approval, Mobile Network Operators (MNOs) and banks had already refunded a collective sum of over ₦10 billion to affected customers.
Central Dashboard for Real-Time Monitoring and Enforcement
To ensure compliance, the framework establishes a powerful Central Monitoring Dashboard to be hosted jointly by the NCC and the CBN. This technological tool will allow regulators to track failed transactions across networks in real time, instantly identify the party responsible for the failure, and enforce the agreed Service Level Agreements (SLAs).
The framework is the product of extensive multi-stakeholder consultations involving the NCC, CBN, all major Mobile Network Operators (MNOs), Value Added Service (VAS) providers, and Deposit Money Banks (DMBs). It specifically targets the root causes of transaction failures, including system glitches, network downtime, erroneous recharges to ported phone numbers, and wrong purchases sent to incorrect digits.
Clear Roles and Consumer Notification
A key component is the enforceable SLA that clearly outlines the roles and responsibilities of each player in the transaction chain—from the bank and the payment platform to the telecom operator. Furthermore, operators are now required to send an SMS notification to consumers confirming the success or failure of every airtime or data purchase attempt, bringing much-needed transparency.
The implementation of this consumer-centric framework is scheduled to begin on March 1, 2026, following final regulatory approvals and the completion of technical integrations by all involved companies. This policy marks a significant step in resolving a long-standing pain point for millions of Nigerian telecom subscribers.
