NCC, CBN Partner to Curb Failed Airtime and Data Transactions on Banking Platforms
The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have joined forces to create a new framework aimed at tackling the persistent issue of failed airtime recharges and data purchases made through bank apps, electronic channels, and USSD platforms.
The initiative follows a surge in consumer complaints about failed transactions that result in debits without refunds, or pending transactions that leave customers stranded for weeks.
Speaking during the 94th Telecom Consumer Parliament in Lagos, Dr. Aisha Olatinwo, the Director of Consumer Protection and Inclusion at the CBN, revealed that the project—spearheaded by the NCC—will ensure transparency and consumer protection.
“If a transaction fails, it means it hasn’t started. We’re working with NCC to create a process that tracks every transaction from start to finish using a response code system. This will help identify where the failure occurs and hold the responsible party accountable,” Dr. Olatinwo explained.
She added that the goal is to ensure consumers always receive value for their money and to minimize transaction failure points through better monitoring and corrective measures.
Failed Airtime Recharges: The Scope of the Problem
Mr. Quasim Odumbaku, an Assistant Director at the NCC, provided insight into the magnitude of the issue, citing a Mastercard report indicating that 91% of Nigerian telecom users rely on digital platforms for airtime top-ups.
He noted that between 1% and 3.6% of these transactions fail, a significant number in a market where 98% of users are prepaid customers.
“Even a 1% failure rate is substantial when you consider Nigeria’s massive telecom user base,” Odumbaku said. “It’s one of the top consumer-impacting issues we’re addressing.”
Adding his voice, Mr. Tayo Adigun, Managing Director of Credit Switch, said that the lack of proper Service Level Agreements (SLAs) in the early stages of digital airtime vending contributed to the problem.
“The industry grew faster than its support systems. Some players launched services without the right technology or customer support. With this new NCC-CBN framework mandating SLAs, every stakeholder will now be accountable,” Adigun stated.
Enhancing Consumer Experience in Nigeria’s Telecom Industry
In his keynote address, Dr. Aminu Maida, the Executive Vice Chairman (EVC) of the NCC, emphasized that the Telecom Consumer Parliament serves as a collaborative platform for regulators, telecom operators, and consumers to address sector-wide challenges.
He explained that the Commission is not only identifying problems but also implementing actionable strategies to improve network quality and user experience across all consumer touchpoints.
“Consumers remain at the core of our regulatory mandate,” Dr. Maida said. “Our focus on enhancing the Quality of Experience (QoE) aligns with our Strategic Vision Plan to ensure every Nigerian enjoys reliable telecom services.”
Key Takeaways
- NCC and CBN to establish a joint framework for failed airtime and data transactions.
- The framework introduces response codes and SLAs to track and fix transaction failures.
- Up to 3.6% of e-top-up transactions currently fail in Nigeria.
- Initiative aims to protect consumers and strengthen confidence in digital financial services.
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