The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have introduced a draft regulatory framework requiring mobile network operators, banks, and payment merchants to suspend airtime and data sales during technical disruptions.
The framework which was released in early February 2026, is targeted at eliminating the financial losses consumers face when they are debited for failed transactions.
Data from 2025 revealed that approximately one in three of 170 million subscribers experience transaction failures, leading to frustration and unclear ownership of liability between banks and telecommunications firms.
In January 2026 alone, the NCC reported that operators and banks had to refund over ₦10 billion to customers for failed recharges. The new framework seeks to institutionalize accountability and restore trust in the digital financial system.
If a technical glitch or network downtime exceeds 10 minutes, all service providers and merchants must immediately block airtime and data purchases until the service is restored.
The framework proposes a 30-second timeline for automatic refunds on failed transactions. This system-triggered reversal requires no manual intervention from the subscriber.
Regulators will host a Central Monitoring Dashboard to track transaction failures and reversals across the entire value chain in real-time, enabling quick identification of Service Level Agreement (SLA) breaches.
Dr. Aisha Isa-Olatinwo, Director of Consumer Protection and Financial Inclusion at the CBN, stated that the policy is a strategic tool to ensuring accountability;
”This development buttresses the need for the proposed framework to institutionalise clear accountability, standardise resolution timelines, and ensure a sustainable, coordinated approach to consumer redress across the financial and telecommunications ecosystems”
The draft framework is currently open for public consultation. Stakeholders, including banks, payment service providers, and the general public, have until February 20, 2026, to submit their feedback to the CBN. Subject to final regulatory approvals and technical integration, the framework is tentatively scheduled to take full effect on March 1, 2026.
