NCC Mandates 30-Second Refunds For Failed Airtime And Data
NCC Mandates 30-Second Refunds For Failed Airtime And Data
The Nigerian Communications Commission (NCC) has unveiled a new operational framework that mandates telecom subscribers to receive refunds within 30 seconds for failed airtime and data purchases where customers are debited without receiving value.
According to Ireporter Online, the new policy is designed to protect consumers affected by unsuccessful transactions caused by network downtime, system malfunctions, or user-related errors. The Commission clarified that the only exception applies to transactions that remain pending, in which case refunds may take up to 24 hours to process.
The framework was developed jointly by the NCC and the Central Bank of Nigeria (CBN) following months of consultations with key stakeholders, including Mobile Network Operators, Deposit Money Banks, Value Added Service providers, and other industry players. The initiative responds to a surge in consumer complaints over delayed or unresolved failed airtime and data transactions.
As part of the new measures, service providers are now required to notify subscribers via SMS on the success or failure of every transaction. The framework also addresses issues such as incorrect recharges, purchases sent to the wrong phone numbers, and airtime or data credited to ported lines.
Industry sources disclosed that the framework establishes a unified and enforceable Service Level Agreement clearly defining the responsibilities of banks and telecom operators in transaction processing and dispute resolution. It also introduces a Central Monitoring Dashboard, to be jointly managed by the NCC and the CBN, enabling real-time tracking of failed transactions, refunds, and service breaches.
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Speaking on the development, the NCC’s Director of Consumer Affairs, Mrs. Freda Bruce-Bennett, noted that failed top-ups remain one of the most frequent consumer complaints in the sector. She added that the regulators were determined to resolve the issue swiftly and permanently.
Mrs. Bruce-Bennett further revealed that, pending final approval, telecom operators and banks have already refunded over ₦10 billion to customers affected by failed transactions. Full implementation of the framework is expected to commence on March 1, 2026, once regulatory approvals are secured and technical integrations are completed across all platforms.
