NCC, CBN Act on Consumer Framework to Address Failed Airtime, Data Transactions

The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have introduced a joint framework aimed at resolving consumer complaints arising from failed airtime and data transactions, reinforcing their commitment to protecting subscribers and improving service delivery across the telecommunications and financial sectors.

The development was disclosed in a statement issued on Thursday by the NCC’s Head of Public Affairs, Nnenna Ukoha. According to her, the framework reflects the consumer focused mandate of both regulators and is the outcome of months of consultations involving Mobile Network Operators, Deposit Money Banks, Value Added Service providers, and other key industry stakeholders.

Ukoha explained that the engagements were triggered by a growing number of complaints from subscribers who were debited for airtime or data purchases without receiving the service, often due to network downtime, system failures, or human error. Delays in resolving such complaints, she said, had remained a major source of frustration for consumers.

Under the new framework, subscribers who are debited without receiving airtime or data are entitled to an automatic refund within 30 seconds, except in cases where transactions are pending, in which refunds must be completed within 24 hours. The framework also mandates service providers to notify consumers via SMS on the success or failure of every transaction, ensuring greater transparency and accountability.

In addition, the framework covers common complaint areas such as erroneous recharges to ported lines, incorrect airtime or data purchases, and transactions made to wrong phone numbers, providing structured resolution processes for each scenario.

Bruce-Bennett commended the collaboration with the Central Bank of Nigeria and other stakeholders, noting that the framework demonstrates a shared commitment to ensuring that consumers receive full value for their airtime and data purchases and that complaints are resolved promptly and transparently.