The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have partnered to create a new framework aimed at addressing failed airtime recharge and data subscription transactions on electronic platforms, including bank apps and USSD.
The initiative follows a surge in consumer complaints over deductions for unsuccessful transactions, which are often left unresolved for weeks.
Speaking at the 94th Telecom Consumer Parliament in Lagos, CBN’s Director of Consumer Protection and Inclusion, Dr. Aisha Olatinwo, said the framework—being spearheaded by the NCC—will ensure consumers consistently receive value for their payments.
“It’s very important to understand that if a transaction failed, then the transaction has not started,” Olatinwo said. “We are working together with NCC to ensure that from start to finish, there is a response code so we know where the failure is, which participant is failing, and we assign appropriate sanctions.”
NCC Assistant Director, Mr. Quasim Odumbaku, cited Mastercard data showing that 91% of Nigerian telecom users rely on electronic channels for recharges, with failure rates of 1% to 3.6%—a significant number given Nigeria’s prepaid-dominated market.
Industry players believe the new Service Level Agreement (SLA) framework, backed by both regulators, will compel stakeholders to meet agreed standards and reduce failure rates.
NCC’s Executive Vice Chairman, Dr. Aminu Maida, described the Parliament as a key platform for addressing consumer issues and reaffirmed the Commission’s commitment to improving Quality of Experience (QoE) for telecom users nationwide.
