Abuja: The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have collaborated to introduce a framework aimed at resolving consumer complaints related to unsuccessful airtime and data transactions. This initiative comes in response to numerous issues experienced by consumers during network downtimes, system glitches, or human errors, leading to failed transactions.
According to News Agency of Nigeria, Nnenna Ukoha, Head of Public Affairs at NCC, indicated that this framework is the result of several months of discussions involving the NCC, the CBN, Mobile Network Operators (MNOs), Value Added Service (VAS) providers, Deposit Money Banks (DMBs), and other stakeholders. These discussions were driven by an increase in failed airtime and data purchases, where subscribers were charged without receiving the corresponding service, leading to delays in resolution.
The framework represents a concerted effort by both telecommunications and financial sectors to tackle such complaints. It addresses the root causes of failed transactions and establishes an enforceable Service Level Agreement (SLA) for MNOs and DMBs, detailing their roles and responsibilities in the transaction and resolution process. Under the new framework, consumers are entitled to a refund within 30 seconds in cases of transaction failure, except when the transaction remains pending, in which case the refund can take up to 24 hours.
Ukoha further explained that the framework requires operators to inform consumers via SMS about the success or failure of every transaction. It also addresses issues like erroneous recharges, incorrect purchases, and transactions made to the wrong phone number.
Mrs. Freda Bruce-Bennett, Director of Consumer Affairs at the NCC, highlighted the establishment of a Central Monitoring Dashboard, jointly hosted by the NCC and the CBN. This dashboard will allow both regulators to monitor transaction failures, identify responsible parties, track refunds, and observe SLA breaches in real time. She noted that failed top-ups are among the top consumer complaints, and there is a strong commitment to resolving these issues swiftly.
Bruce-Bennett expressed gratitude to all stakeholders, particularly the CBN, for their dedication to resolving these issues and developing this framework. She also acknowledged the stakeholders’ efforts in ensuring consumers receive full value for their purchases. Pending the framework’s approval by management of both regulators, over N10 billion in refunds have already been made by MNOs and banks to customers for failed transactions.