The Nigerian Communications Commission (NCC) has introduced a groundbreaking operational framework that guarantees customers will receive refunds within 30 seconds for any airtime or data purchases where they are debited without receiving value. This significant development, rolled out in collaboration with the Central Bank of Nigeria (CBN), aims to drastically improve consumer protection in telecommunications transactions. The new policy addresses a widespread pain point for mobile users across Nigeria.
This framework is the culmination of extensive engagement between the NCC, CBN, Mobile Network Operators (MNOs), Value Added Service (VAS) providers, and Deposit Money Banks (DMBs). It was prompted by an increasing number of failed transactions where subscribers were debited but did not receive the expected airtime or data, leading to considerable frustration and delays in resolution.
What is the new refund policy for failed airtime and data purchases? The new policy mandates that if a customer is debited for airtime or data but does not receive the service, they are entitled to a refund within 30 seconds. This applies regardless of whether the failure occurs at the bank level or with the NCC licensee, with a minor exception for pending transactions.
The NCC and CBN have collaborated to create a framework that tackles the root causes of these failed transactions. This includes issues arising from network downtimes, system glitches, or simple human input errors that lead to incorrect charges.
How can consumers ensure they get their refunds? The framework mandates that operators must notify consumers via SMS about the success or failure of every transaction. This notification is crucial for consumers to track their transactions and claim refunds if necessary.
This initiative also extends to addressing erroneous recharges to ported lines, incorrect airtime or data purchases, and instances where transactions are mistakenly made to the wrong phone number. The goal is to create a more robust and error-free transaction environment.
Why is this 30-second refund policy important? Failed top-ups have consistently ranked among the top three consumer complaints. The NCC’s commitment to resolving these priority issues swiftly is demonstrated by this framework, ensuring consumers receive full value for their purchases.
What happens if a transaction is pending? In circumstances where a transaction remains pending, the refund period can extend up to 24 hours. This exception is in place to allow for system reconciliation and verification before the refund is processed.
Is there a system to monitor these transactions? Yes, the framework establishes a Central Monitoring Dashboard, jointly hosted by the NCC and the CBN. This dashboard will enable both regulators to monitor transaction failures, identify the responsible parties, track refunds, and detect SLA breaches in real-time.
How does this compare to previous refund processes? Previously, refunds for failed transactions could take days or even weeks, causing significant inconvenience. The introduction of a 30-second refund window represents a massive improvement in service delivery and consumer rights.
What is the expected impact on MNOs and banks? MNOs and DMBs are now bound by an enforceable Service Level Agreement (SLA), clearly outlining their roles and responsibilities in the transaction and resolution process. This encourages greater accountability.
What financial implications does this have? So far, MNOs and banks have collectively made refunds exceeding N10 billion to customers for failed transactions, even before the full implementation of the new framework, indicating the scale of the problem and the commitment to resolution.
When will this framework officially be implemented? The implementation of this framework is expected to commence on March 1, 2026, following final approvals from both the NCC and CBN, and the completion of technical integration by all involved entities.
The Nigerian Communications Commission’s proactive approach, in partnership with the Central Bank of Nigeria, promises a more secure and consumer-friendly experience for all airtime and data purchasers.
