According to Nnenna Ukoha, the NCC’s Head of Public Affairs, the framework was developed after months of discussions with telecom operators, banks, and other key players. These talks were necessary due to increasing cases where customers were charged without receiving airtime or data, often facing delays in getting their money back.
The new rules outline clear responsibilities for service providers and banks, ensuring accountability. If a transaction fails—whether due to a bank error or a telecom network issue—the customer must be refunded within 30 seconds. However, if the transaction is still pending, the refund may take up to 24 hours.
Additionally, operators must now send instant SMS notifications to confirm whether a transaction succeeded or failed. The framework also covers mistakes like wrong recharges, incorrect purchases, or sending airtime to the wrong number.
Freda Bruce-Bennett, Director of Consumer Affairs at the NCC, revealed that a joint monitoring system will be set up by the NCC and CBN. This dashboard will track transaction failures, identify who is responsible, monitor refunds, and check if service providers meet their obligations.
Failed top-ups are among the top complaints from telecom users, and the NCC is working to resolve these issues quickly. Bruce-Bennett thanked the CBN and other partners for their efforts in creating this solution. She also mentioned that telecom operators and banks have already refunded over N10 billion to affected customers.
The new system is set to take effect on March 1, pending final approvals and technical adjustments by all involved parties.
