The Central Bank of Nigeria and the Nigerian Communications Commission have released a joint framework designed to resolve the persistent issue of failed airtime and data transactions, where consumers are debited without receiving the services they paid for.
The 20-page draft document, published on the CBN’s website on Monday, was developed by the CBN’s Consumer Protection and Financial Inclusion Department and the telecommunications regulator, with input from banks, mobile network operators, payment providers, and other stakeholders.
The framework seeks to clarify accountability, standardise complaint resolution timelines, and establish a coordinated system for addressing consumer grievances across both the financial and telecommunications sectors.
“This development buttresses the need for the proposed framework to institutionalise clear accountability, standardise resolution timelines, and ensure a sustainable, coordinated approach to consumer redress across the financial and telecommunications ecosystems,” the Director of Consumer Protection and Financial Inclusion at the CBN, Dr. Aisha Isa-Olatinwo, said.
The draft has been opened to banks, other financial institutions, payment service providers, and the general public for comments. Stakeholders have been invited to submit feedback to the financial regulator no later than February 20, 2026.
The CBN emphasised that the framework represents a collaborative effort between the banking and telecommunications sectors to protect consumers and streamline complaint resolution processes.
In January, Nigerian banks and telecommunications companies were given a deadline of March 1, 2026, to implement a new refund framework developed by the NCC and CBN to address complaints of failed transactions.
Under the proposed system, banks, mobile network operators, and payment service providers are expected to settle refunds quickly and according to consistent timelines. Once fully approved and implemented, the refund mechanism would entitle subscribers to automatic refunds within 30 seconds when a purchase fails, with a maximum resolution window of up to 24 hours in cases where transactions remain pending.
The Director of Consumer Affairs at the NCC, Freda Bruce-Bennett, disclosed that the framework also establishes a Central Monitoring Dashboard to be jointly hosted by the NCC and the CBN. According to her, the dashboard will enable both regulators to monitor failures, identify the responsible party, track refunds, and monitor service level agreement breaches in real time.
“Failed top-ups rank among the top three consumer complaints, and in line with our commitment to addressing these priority issues, we were determined to resolve them within the shortest possible time,” she said.
Failed airtime and data transactions have been a longstanding source of frustration for Nigerian consumers, particularly as mobile phone usage and digital payments have expanded rapidly across the country. Millions of subscribers routinely purchase airtime and data through various platforms, including USSD codes, mobile banking apps, point-of-sale terminals, and online payment gateways.
However, technical failures, network glitches, and system mismatches between banks and telecommunications operators have frequently resulted in situations where customers are debited but do not receive the services they paid for. In many cases, consumers have had to endure lengthy and frustrating complaint processes, often involving multiple parties and unclear lines of responsibility.
The introduction of a standardised framework aims to eliminate ambiguity and ensure that consumers are not left to bear the cost of systemic failures. By setting clear timelines and accountability measures, the regulators hope to restore consumer confidence in digital transactions within the telecommunications sector.
The framework is part of broader efforts by Nigerian regulators to strengthen consumer protection and improve service delivery in the financial and telecommunications industries. Both sectors have experienced significant growth in recent years, driven by increased adoption of mobile technology and digital financial services.
The CBN has, in recent times, intensified its focus on consumer protection, particularly in the payments ecosystem, where disputes over failed transactions, unauthorised debits, and poor service delivery have become common. The telecommunications sector, which is regulated by the NCC, has similarly faced persistent complaints about service quality, billing irregularities, and unresolved customer grievances.
The joint framework is expected to address gaps in the current complaint resolution process by creating a unified approach that involves both regulators and the relevant service providers. The Central Monitoring Dashboard, in particular, is seen as a key tool for ensuring transparency and accountability, as it will allow real-time tracking of transaction failures and refund statuses.
The March 1, 2026, deadline for implementation indicates that the regulators are prioritising the rollout of the new system. However, the success of the framework will depend on the willingness and capacity of banks, telecom operators, and payment service providers to comply with the new standards and invest in the necessary technology and infrastructure to support faster and more reliable refund processes.
Stakeholders in the financial and telecommunications sectors have been urged to study the draft framework carefully and provide constructive feedback before the February 20 deadline. The regulators have indicated that the final version of the framework will take into account comments and suggestions received during the public consultation period.
Industry observers have welcomed the initiative, noting that it represents a significant step toward addressing a problem that has affected millions of Nigerians. However, some have expressed concerns about the feasibility of achieving 30-second refunds, given the current state of telecommunications and banking infrastructure in the country.
Others have called for stronger enforcement mechanisms to ensure that service providers comply with the framework and do not circumvent the timelines or accountability measures. There have also been calls for consumer education to ensure that Nigerians are aware of their rights under the new system and know how to access the complaint resolution channels.
The framework is expected to be finalised and officially adopted after the consultation period ends, paving the way for full implementation by the March deadline. Both the CBN and the NCC have expressed confidence that the new system will significantly reduce the incidence of unresolved failed transactions and improve the overall consumer experience in Nigeria’s digital economy.
