The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have jointly developed a regulatory framework to address consumer complaints arising from failed airtime and data transactions, the NCC announced on Thursday.
According to a statement by NCC spokesperson Nneka Ukoha, the initiative aims to ensure automated refunds within 30 seconds for subscribers who were debited due to network downtime, system glitches, or human error without receiving their airtime or data.
The framework follows months of collaborative engagement involving the NCC, CBN, mobile network operators (MNOs), value-added service (VAS) providers, deposit money banks (DMBs), and other stakeholders. It represents a unified response to the rising volume of subscriber complaints regarding unsuccessful but charged transactions.
Ukoha added that the framework introduces an enforceable Service Level Agreement (SLA) between MNOs and DMBs, clearly defining each stakeholder’s responsibilities in transaction processing and dispute resolution.
This measure is intended to enhance accountability and ensure faster resolution of service-related grievances in the telecommunications and banking sectors.
