The Nigerian Communications Commission NCC and the Central Bank of Nigeria CBN have introduced a new consumer refund framework that guarantees subscribers an automatic refund within 30 seconds for failed airtime and data transactions.
In a statement, the NCC said the framework was jointly developed to address cases where customers are debited without receiving value. It applies whether the failure occurs at a bank, mobile network operator, or another licensed service provider.
Under the framework, pending transactions must be resolved within 24 hours, after which a full refund becomes mandatory. The policy also assigns clear refund responsibility through an enforceable Service Level Agreement binding all participating institutions.
