New NCC, CBN rule to suspend airtime and data purchase during network downtime

NCC and CBN are set to introduce a regulation that will require mobile networks, banks, and other merchants to suspend airtime and data purchases during network downtime. This is according to a joint draft framework by the CBN-NCC on failed airtime and data purchase.

According to the proposed regulation, all parties are to temporarily shut down airtime and data purchase after a technical glitch that exceeds 10 minutes. They are also required to inform subscribers of such downtime immediately.

In addition, the proposed rule mandates MNOs and Banks to inform merchants, payment service providers and other intermediaries of downtimes at least 30 minutes after the incident. Upon receipt of the notification, the middlemen are expected to block airtime and data purchase on their platforms until service returns.

For MNOs, the service impact of the downtime has a 5% threshold. According to the draft framework, the impact of the outage should be minimal and not more than 5% of the time. Any outage more than this might indicate poor service. 

Operators and merchants are to implement an auto-reversal of failed transactions during downtimes, which must be effected within 30 minutes of the transaction activity. The reversal, according to the document, must be done in line with established protocols. 

The regulation comes amid the need to address delays in resolving failed transaction complaints and the late/non-resolution of disputes arising from debit of customer bank accounts. This is an attempt to find a lasting solution to subscribers’ daily complaints of failed airtime and data purchases. 

The document noted that the framework aims to restore confidence in the system, enhance trust and “improve subscriber satisfaction in airtime and data purchase services across Nigeria’s digital financial system.” 

As part of the ongoing strategy to promote transparency and address consumer complaints, NCC said in January that MNOs and banks have collectively refunded N10 billion to consumers for issues relating to failed airtime and date transactions. 

Read More: NCC: MNOs, Banks refund N10 billion to customers for failed transactions.

The 30-second airtime and data refund policy 

In addition to the move to restore confidence in the system, the joint draft framework also proposed a 30-second timeline for refunds to subscribers in the event of failed transactions. This includes incidence across banks, MNOs, merchants and others.

The document proposed the establishment of a Central Monitoring Dashboard to be jointly hosted by the CBN and NCC. The dashboard will provide real-time visibility into transaction failures across the financial and telecoms value chain, enabling regulators to monitor reversals and track compliance with Service Level Agreements (SLAs).

To ensure adequate compliance, the regulators warned that they would conduct quarterly compliance audits and impose sanctions for any breach of prescribed timelines and responsibilities.

Failed airtime and data recharges have become one of the most common complaints among telecom subscribers, which is mostly attributed to poor service. Others, such as non-reversal of funds or delays and multiple debits due to transaction re-attempts, have plagued trust in the system.

The issue underscores a growing weakness in electronic recharges with the inability of MNOs and Banks to guarantee a reliable recharge process. 

It comes at a time when a large percentage of telecom subscribers recharge airtime and data through electronic processes. A disclosure by NCC in 2025 noted that 1 in 3 of over 170 million Nigerian telecoms subscribers experience transaction failure, thereby translating into financial loss for customers. 

The post New NCC, CBN rule to suspend airtime and data purchase during network downtime first appeared on Technext.