The policy, born from months of collaboration with telecom operators, banks, and service providers, mandates refunds within 30 seconds for most cases, extending to 24 hours for pending transactions. A joint monitoring dashboard by the NCC and CBN will track compliance in real time, holding operators accountable. Already, over N10 billion has been refunded during preliminary testing, signaling a promising start.
This move aligns with global practices, such as automatic compensation in the UK and Belgium, and builds on Nigeria’s recent consumer safeguards—like simplified tariff transparency and public network reports. The framework, effective March 2026, aims to place subscribers "in the sun," ensuring fair returns for their investments. While implementation challenges loom, regulators express confidence in its robust design.
For an industry long criticized for prioritizing profits over service, this refund initiative could redefine accountability—if executed with the same diligence that shaped its creation.
