The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have finalized a joint framework to tackle longstanding complaints over failed airtime and data transactions.
The new initiative addresses issues stemming from network downtimes, system glitches, human errors, erroneous recharges to ported lines, incorrect purchases, or transactions sent to the wrong numbers.
Key highlights of the framework include:
Near-instant refunds: Customers debited without receiving airtime or data value are entitled to an automatic refund within 30 seconds, regardless of whether the failure occurs at the bank or telecom operator level. For pending transactions, refunds may take up to 24 hours.
Mandatory notifications: Mobile network operators (MNOs) must send SMS alerts confirming the success or failure of every transaction.
Enforceable Service Level Agreements (SLAs): Clear responsibilities for MNOs, deposit money banks (DMBs), and value-added service (VAS) providers in processing and resolving disputes.
Central Monitoring Dashboard: Jointly hosted by the NCC and CBN for real-time tracking of failures, responsible parties, refunds, and SLA compliance.
The framework emerged from months of collaborative engagements with stakeholders, driven by a surge in complaints where subscribers lost money without timely resolution.
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