CBN, NCC propose suspension of airtime, data sale during network outages

The Central Bank of Nigeria (CBN) and the Nigerian Communications Commission (NCC) have proposed measures to curb failed airtime and data purchase transactions, including instant reversals, real-time transaction tracking, and mandatory suspension of transactions during network downtimes.

The proposals are contained in an exposure draft of a joint CBN–NCC framework, dated February 5, on failed airtime and data transactions, released on Monday.

The draft framework defines failed transactions as cases where a subscriber’s account is debited without successful delivery of airtime or data and applies to all stakeholders in the airtime and data transaction ecosystem.

Under the draft framework, banks, mobile network operators (MNOs), merchants, and NCC-authorised licensees will be required to implement automatic reversal of failed transactions, ensuring customers are refunded where accounts are debited without delivery of airtime or data.

The framework also mandates the suspension of all airtime and data transactions during network downtimes exceeding 10 minutes, with customers to be notified immediately.

“Where services degrade or outages occur, operators must reverse any funds collected during the period,” the document reads.

To address the long-standing issue of poor visibility, the regulators propose the creation of real-time transaction codes, automated notifications, and a central dashboard to track transaction status across the value chain.

“There shall be a Central Monitoring Dashboard hosted by CBN/NCC for tracking reversals, SLA breaches, and customer complaints,” the regulators said.

“This will facilitate the establishment of a real-time national “Failed Transactions Dashboard” with uniform error code, with end-to-end visibility across the value chain.

“MNO, Aggregator & Bank shall maintain a daily Success and failed cases report for better visibility and corrective actions.

“This report shall be shared with respective stakeholders as defined in the Standard Operating Procedure (SOP).”

Banks and MNOs will also be required to introduce a “pending” error code for transactions with ambiguous outcomes, with such transactions to be classified as failed and reversed within 24 hours.

The draft further requires issuing banks to process instant refunds where transaction timeouts occur during purchases, while regulators will monitor compliance with refund timelines and report violations.

To improve accountability, the framework proposes routine audits of banks, telecom operators, and their partners, with regulators verifying licensing status, operational capacity, and compliance with service level agreements (SLAs).

The document also outlines clear procedures for handling erroneous airtime or data purchases, including purchases sent to wrong phone numbers or excessive top-ups.

“For larger amounts, i.e., threshold of N20,000 upwards, an Affidavit of Indemnity or notarized indemnity letter will be required before processing,” the document reads.

“However, for smaller amount (N1000 to below N 20,000) request for recipient’s consent should be done by MNO.”

In cases where airtime or data credited in error has been partially used, the framework proposes recovery mechanisms including liens on related credits and reversal of funds net of administrative charges.

To strengthen consumer protection, stakeholders will be required to provide real-time refund updates, adopt standardised price display formats, and respond to customer complaints within 24 hours.

The framework also said data protection compliance, regular training on SLA adherence, and the development of standardised APIs to address integration failures across banks, fintechs, merchants, and telecom operators.