The Nigerian Communications Commission and the Central Bank of Nigeria have been urged to publish service-level agreement expectations for consumers. This call was made by Kenechukwu Opara, the executive director of the Centre for Digital Justice and Consumer Rights, following the announcement of a joint collaboration between the NCC and CBN to tackle issues with airtime recharge and data subscription purchases on electronic platforms.
The collaboration aims to address the problems of failed transactions and ensure accountability among all parties involved in electronic transactions. Opara welcomed the initiative, stating that it is a long-overdue consumer protection reform that will restore public confidence in Nigeria’s digital payment ecosystem. The framework seeks to protect millions of telecom subscribers who often lose money due to unresolved or delayed reversals after failed transactions.
According to Opara, the implementation of this reform will mean that consumers will no longer lose their hard-earned money to failed airtime and data transactions. He emphasized that consumers have borne the brunt of system failures for too long and that this collaboration represents a decisive move to end the culture of impunity and neglect in digital transaction failures.
Opara noted that ensuring customers get full value for every recharge and data purchase will not only protect their rights but also deepen trust in Nigeria’s cashless and digital inclusion policies. He encouraged the regulators to publish the service-level expectations for all stakeholders, including telecom operators, payment processors, and financial institutions, so that consumers know who to hold accountable when transactions fail.
The move to tackle failed airtime and data transactions is seen as a significant step forward in protecting consumers. With the collaboration between the NCC and CBN, there is renewed hope for Nigerians that the era of losing money to failed transactions without redress will come to an end. The publication of service-level agreement expectations will provide clarity on the responsibilities of each stakeholder, ensuring that consumers are better protected and informed.
