Nigeria’s telecommunications and banking regulators have agreed on a new consumer protection framework aimed at resolving one of the most persistent complaints among mobile subscribers: being charged for airtime or data that never arrives. The Nigerian Communications Commission and the Central Bank of Nigeria say the framework will introduce automatic refunds, clearer accountability for service failures, and real-time regulatory oversight once it takes effect in 2026.

The initiative follows months of joint consultations between the NCC, the CBN, mobile network operators, deposit money banks, value added service providers, and other industry players. According to officials involved, the discussions were triggered by a steady rise in complaints from subscribers who were debited during airtime or data purchases but did not receive the service due to network outages, system faults, or user errors. In many cases, affected customers also faced long delays before refunds were processed, if they were resolved at all.

At its core, the new framework represents a coordinated position by Nigeria’s telecoms and financial regulators on how failed airtime and data transactions should be handled across the entire payment chain. It spells out the responsibilities of banks, mobile operators, and other licensed service providers, and introduces a binding service level agreement to govern transaction resolution.

Under the proposed rules, a customer who is debited for airtime or data without receiving value will be entitled to a refund within 30 seconds. This applies whether the failure occurs at the banking end or within the systems of an NCC licensee. The only exception is when a transaction remains in a pending state, in which case the refund window may extend to a maximum of 24 hours.

The framework also requires operators to inform customers by SMS about the outcome of every airtime or data purchase. This notification obligation is designed to reduce confusion for users who are often left uncertain about whether a transaction failed or is still being processed. In addition, the rules cover common error scenarios, including recharges sent to ported lines, incorrect airtime or data selections, and transactions made to the wrong phone number.

Freda Bruce-Bennett, director of consumer affairs at the NCC, said the framework goes beyond refunds by strengthening regulatory visibility into how failures occur and how quickly they are resolved. She disclosed that the NCC and the CBN will jointly host a central monitoring dashboard to track transactions in real time.

According to Bruce-Bennett, the dashboard will allow both regulators to see the volume of failed transactions, identify the party responsible for each failure, confirm when refunds are issued, and detect breaches of agreed service levels as they happen. She described failed top-ups as one of the most frequent consumer complaints received by the NCC.

“Failed top-ups rank among the top three consumer complaints, and in line with our commitment to addressing these priority issues, we are determined to resolve them within the shortest possible time,” she said. She also acknowledged the role of the banking regulator in reaching a consensus across sectors, thanking the CBN and its leadership for their cooperation in developing the framework and safeguarding consumer interests.

One notable disclosure from the NCC is the scale of refunds already processed ahead of the framework’s formal launch. Bruce-Bennett said that mobile network operators and banks have collectively refunded more than N10 billion to customers for failed transactions, pending final regulatory approval of the new rules.

The refund framework is expected to come into effect on March 1, 2026, subject to approval by the management of both regulators and the completion of technical integration by mobile network operators, value added service providers, and deposit money banks.

While airtime and data purchases may seem routine, they sit at the intersection of Nigeria’s fast-growing digital economy and its cashless payment system. Millions of Nigerians rely on mobile connectivity for work, education, financial services, and access to government platforms. Even small transaction failures can have outsized effects, particularly for low-income users who purchase airtime in small denominations and may not have the time or resources to pursue lengthy complaints.

Industry analysts say the framework reflects a broader shift toward joint regulation in areas where telecoms and financial services overlap. In recent years, the rise of mobile banking, USSD services, and app-based payments has blurred the lines between the two sectors. When failures occur, consumers are often bounced between banks and network operators, each pointing to the other as the source of the problem. A unified refund process, backed by enforceable service levels, could help close that accountability gap.

The inclusion of a central monitoring dashboard is also significant from a regulatory standpoint. Real-time data on transaction failures and refunds could enable earlier intervention, reduce systemic issues, and provide evidence for sanctions where service providers repeatedly breach agreed standards. Over time, such data may also inform policy decisions on network investment, system resilience, and consumer protection rules.

However, effective implementation will depend on the readiness of operators and banks to integrate their systems and adhere strictly to the new timelines. Past consumer protection initiatives have sometimes faltered at the execution stage, especially where legacy infrastructure or inconsistent data reporting is involved. Ensuring that SMS notifications are reliable and that refunds truly occur within seconds will require robust technical coordination.

For consumers, the framework promises a more predictable and transparent experience. Knowing that failed transactions should be reversed almost immediately could reduce frustration and restore trust in digital purchases. It may also encourage greater use of electronic channels, supporting national financial inclusion and digital economy goals.

From a broader perspective, the move underscores how regulators are responding to everyday pain points rather than headline-grabbing reforms. Airtime and data failures may not dominate economic debates, but they directly affect millions of users on a daily basis. Addressing them effectively could have a cumulative impact on confidence in both telecoms and banking services.