In a landmark collaboration aimed at resolving persistent consumer complaints, the Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have unveiled plans to revolutionise telecom-related financial transactions across the country.
At a media briefing in Abuja on Tuesday, NCC Executive Vice Chairman and CEO, Dr. Aminu Maida, announced that both agencies have set up a joint task force to establish a standardised operational framework for resolving failed transactions such as airtime recharges and top-ups.
“Many customers are debited without receiving value for airtime or data. The absence of a unified system has been the root cause, with operators working independently. Our task force with the CBN is harmonising this process to protect consumers,” Maida said.
The framework, currently under review, seeks to streamline dispute resolution, enforce accountability across the telecom and financial sectors, and enhance customer satisfaction.
Maida stressed that telecom operators are investing in new infrastructure to boost network performance, while the NCC has tightened its Quality of Service (QoS) guidelines. “For the first time, the entire ecosystem—not just mobile operators—will be held accountable,” he stated, assuring Nigerians of imminent improvements in service delivery.
On concerns about rapid data depletion, Maida referenced independent audits conducted by PwC and KPMG, which cleared operators of intentional malpractice. Instead, opaque and complex tariff structures were identified as the main culprit. In response, the NCC has mandated a unified, transparent tariff disclosure system to give customers clearer insight into their data usage and costs.
Also speaking, Freda Bruce-Bennett, Director of the NCC Consumer Affairs Bureau, encouraged Nigerians to adopt smarter data management practices—such as disabling auto-play on videos and restricting background data on non-essential apps—to stretch their internet subscriptions.
Maida highlighted Nigeria’s expanding digital footprint, citing 171 million active telecom subscribers, 141 million internet users (81.9% penetration), and 105 million broadband subscriptions. These figures, he said, demonstrate the critical role of telecom services in national development.
The NCC–CBN partnership marks a significant step toward restoring trust, transparency, and reliability in telecom-related financial services. With the new framework, consumers are expected to enjoy a smoother and more reliable experience, while operators will face stricter accountability measures.
