The Central Bank of Nigeria (CBN) and the Nigerian Communications Commission (NCC) have introduced an exposure draft of a framework designed to resolve issues arising from failed airtime and data transactions, the regulators said in a joint release.
The draft framework aims to address instances where consumers’ bank accounts are debited without receiving the corresponding airtime or data value, as well as delays or failures in dispute resolution, according to the statement published on Monday.
The exposure draft, jointly released by the CBN and NCC, outlines measures to clarify stakeholder responsibilities and establish resolution procedures for failed transactions.
It was made available for public comment and review by industry participants and other interested parties.
The regulators said the framework addresses failed airtime and data purchases and provides mechanisms for consumers to obtain refunds or dispute resolution when services are not delivered after payment is debited.
The CBN and NCC collaborated with banks, mobile network operators, payment service providers, value‑added service providers, and other stakeholders in developing the draft document, the release stated.
The framework includes provisions related to service level agreements that outline the roles and responsibilities of banks, telecom operators, and other participants in the transaction process.
It also sets out timelines for refunds and dispute resolution when a transaction fails and no value is received.
According to the draft, the framework will establish a Central Monitoring Dashboard jointly hosted by the CBN and NCC. The dashboard is intended to track failed transactions, identify responsible parties, and monitor refund processes and service‑level compliance in real time.
The draft also includes notification requirements for operators to inform consumers via SMS of the status of their transactions, including success, failure, or pending status.
The exposure draft was published for public comment, and stakeholders including banks, telecom companies, and payment service providers have been invited to submit feedback.
The review period is specified in the draft, after which the framework may be finalised and implemented.
