The Central Bank of Nigeria (CBN) and the Nigerian Communications Commission (NCC) unveiled the proposal on Monday in a joint exposure draft aimed at fixing one of the most common frustrations for mobile users: losing money to airtime and data mistakes with no clear path to a refund.
Under the proposed rules, mobile network operators, licensed service providers, and banks will now share responsibility for resolving consumer errors, something that has largely been ignored in the past.
If a subscriber accidentally buys more airtime or data than intended, the excess value must be reversed within 24 hours after a complaint is submitted.
Refunds for airtime or data sent to the wrong number will depend on how much was transferred. Transactions of ₦20,000 and above will require an affidavit or notarised indemnity letter before a reversal can be processed. Smaller amounts between ₦1,000 and ₦20,000 will be reversed only if the recipient agrees, with mobile operators coordinating the process. All refunds are expected to be completed within 24 hours.
The draft policy builds on earlier consumer protection efforts by both regulators. They had previously announced plans to introduce near-instant refunds for failed airtime and data transactions, allowing subscribers to receive their money back within seconds when debited without receiving service. That policy is expected to take effect from March 2026.
According to the regulators, the new framework goes further by addressing mistaken purchases and rising complaints around failed transactions.
Aisha Isa-Olatinwo, director of consumer protection and financial inclusion, said the framework is designed to create clear accountability, set uniform timelines, and improve coordination between banks and telecom operators.
Once implemented, subscribers will be able to report issues to either their bank or mobile network operator when they are wrongly charged, buy the wrong value, or send airtime or data to the wrong number.
Banks and mobile operators will also be required to set up formal dispute resolution processes, keep proper records of complaints, and resolve them within agreed timelines.
To monitor compliance, the regulators plan to roll out a central dashboard that tracks refunds, unresolved cases, and service-level breaches across the industry.
Subscribers whose complaints are not resolved within five working days will be allowed to escalate the issue directly to the CBN or NCC.
If adopted, the proposal could significantly change how everyday airtime and data disputes are handled for millions of Nigerians.
