The Central Bank of Nigeria (CBN), in collaboration with the Nigerian Communications Commission (NCC), has released an Exposure Draft of a new framework to address failed airtime and data purchases, as well as delays or non-resolution of disputes arising from debits to customer bank accounts.
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The statement, signed by Dr. Aisha Isa-Olatinwo, Director of Consumer Protection and Financial Inclusion at CBN, explained that the framework is a joint effort involving the CBN, NCC, Mobile Network Operators (MNOs), Deposit Money Banks (DMBs), and other relevant stakeholders.
“In response to rising cases of failed airtime and data purchases with corresponding debits to bank accounts, and delays in resolving related complaints, the stakeholders met to develop a resolution framework aimed at improving transaction efficiency, prompt resolution, and clear chargeback processes,” the statement said.
The framework provides a unified national approach to managing failed airtime and data transactions, emphasizing root cause identification, regulatory alignment, standardized Service Level Agreements (SLAs), real-time reconciliation, and regulator-enforced timelines for automated reversals. The goal is to restore subscriber trust and ensure accountability.
CBN outlined the objectives of the framework as identifying and addressing the root causes of failed airtime and data transactions; tackling delays or non-resolution of disputes arising from debits to bank accounts; prescribing enforceable SLAs; developing standards to distinguish failed and successful transactions and guide resolution; and documenting the responsibilities of each stakeholder.
The framework is part of ongoing efforts to enhance subscriber satisfaction and strengthen Nigeria’s digital financial ecosystem.
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