The Centre for Digital Justice and Consumer Rights (CDJCR) has commended the Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) for their joint effort to develop a unified framework aimed at addressing the growing problem of failed airtime recharges and data subscriptions on electronic platforms.
In a statement issued on Monday and signed by its Executive Director, Dr. Kenechukwu Opara, the group described the initiative as a long-overdue consumer protection reform that will restore public confidence in Nigeria’s digital payment ecosystem.
Opara said the framework, which seeks to ensure accountability among all parties involved in electronic transactions, marks a major step forward in protecting millions of telecom subscribers who often lose money to unresolved or delayed reversals after failed transactions.
“For far too long, consumers have borne the brunt of system failures that are neither their fault nor within their control. This new collaboration between the NCC and the CBN represents a decisive move to end the culture of impunity and neglect that has defined digital transaction failures in the telecom sector,” Opara said.
He commended the leadership of the NCC under its Executive Vice Chairman, Dr. Aminu Maida, for showing strong commitment to consumer welfare, noting that the Commission has taken a proactive approach to resolving the most frequent pain points reported by telecom users.
According to him, the Commission’s efforts demonstrate that regulatory synergy between critical institutions like the NCC and CBN can yield practical solutions to the challenges of a fast-evolving digital economy.
“Consumers are not just users; they are the backbone of the telecom and financial systems. By ensuring that customers get full value for every recharge and data purchase, the NCC is not only protecting rights but also deepening trust in Nigeria’s cashless and digital inclusion policies,” Opara noted.
He further urged the Commission to ensure that the framework is implemented with clear timelines, transparent processes, and enforceable sanctions against operators who fail to meet agreed service standards.
“We encourage both regulators to publish the service level expectations for all stakeholders — telecom operators, payment processors, and financial institutions — so that consumers know who to hold accountable when transactions fail,” the CDJCR director added.
Opara also applauded the CBN for recognising the importance of consumer inclusion in its financial protection framework, noting that digital financial services have become essential to daily life, especially for low-income Nigerians who rely on mobile channels for microtransactions.
He said the partnership between the two regulators should serve as a model for other sectors where technology, finance, and service delivery intersect.
“This kind of inter-agency collaboration shows that government institutions can truly work in the interest of citizens. What matters now is strict compliance and constant review of the framework to adapt to new technologies and emerging consumer issues,” he said.
Opara called on telecom operators and banks to cooperate fully with the new regulatory guidelines, stressing that consumer satisfaction must remain central to their business models.
He reaffirmed the commitment of the Centre for Digital Justice and Consumer Rights to monitoring compliance and ensuring that Nigerians continue to receive fair, reliable, and transparent digital services.
“The era of consumers losing their hard-earned money to failed transactions without redress should be over. The NCC and CBN have given Nigerians renewed hope. Now it’s time for the industry to match that with action,” Opara said.
