WASPAN Collaborates with NCC and CBN on New Framework for Failed Airtime and Data Refunds

The Wireless Application Service Providers Association of Nigeria (WASPAN) has collaborated with the Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) to develop a new framework addressing failed airtime and data transactions—cases where subscribers are debited without receiving value.

Through months of stakeholder consultations, WASPAN represented Value-Added Service (VAS) providers, ensuring the framework is both consumer-focused and operationally feasible. The framework, announced by NCC Head of Public Affairs, Nnenna Ukoha, reflects a joint commitment by Dr. Aminu Maida, Executive Vice Chairman of the NCC, and Olayemi Cardoso, Governor of the CBN, to protect consumers from system errors and network downtime.

Key Service Level Agreements (SLAs)

• 30-Second Refund Rule Automatic refunds for failed transactions within 30 seconds.

• 24-Hour Resolution Pending transactions must be resolved within 24 hours.

• Mandatory Status Notifications Subscribers must be informed of transaction success or failure via SMS.

• Error Resolution Measures Clear paths for handling incorrect recharges, wrong data bundles, or transfers to incorrect numbers.

Implementation Timeline and Impact

The framework will take full effect on March 1, 2026. During the pilot and consultation phases, over ₦10 billion has already been refunded to affected subscribers.

WASPAN remains committed to working with the NCC and CBN to strengthen consumer confidence and improve the reliability of Nigeria’s digital services ecosystem.