The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have been urged to publish service‑level agreement expectations for consumers. Kenechukwu Opara, executive director of the Centre for Digital Justice and Consumer Rights, made the call after the NCC and CBN announced a joint collaboration to address problems with airtime recharge and data subscription purchases on electronic platforms. The partnership aims to curb failed transactions and ensure accountability among all parties involved in electronic payments.
Opara welcomed the initiative, describing it as a long‑overdue consumer‑protection reform that will restore public confidence in Nigeria’s digital payment ecosystem. The framework is designed to protect millions of telecom subscribers who often lose money due to unresolved or delayed reversals after failed transactions. With the reform in place, consumers should no longer lose their hard‑earned money to unsuccessful airtime and data purchases.
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 surrounding digital transaction failures. Ensuring that customers receive full value for every recharge and data purchase will not only safeguard their rights but also deepen trust in Nigeria’s cashless and digital‑inclusion policies.
Opara urged 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 consumer protection. With the NCC‑CBN collaboration, there is renewed hope that the era of losing money to failed transactions without redress will come to an end, and that clear service‑level agreements will provide transparency on each stakeholder’s responsibilities, better protecting and informing consumers.
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