The Nigerian Communications Commission (NCC) has directed telecommunications operators in the country to ensure that customers receive automatic refunds for failed airtime and data purchases within 30 seconds.

The Executive Vice Chairman (EVC) of the NCC, Dr Aminu Maida, disclosed this on Wednesday in Abuja while addressing journalists on the commission’s latest consumer protection measures in the telecommunications sector.

Maida said the directive was part of the commission’s ongoing efforts to strengthen Quality of Service (QoS) delivery and protect subscribers from losses arising from failed electronic transactions.

“The commission has mandated all mobile network operators to ensure that any failed airtime or data purchase transaction is automatically reversed within 30 seconds without the subscriber having to lodge a complaint,” he said.

He explained that the policy would apply to transactions conducted through Unstructured Supplementary Service Data (USSD), mobile apps, bank platforms and other electronic channels used for airtime and data purchases.

According to him, the commission observed an increase in complaints from subscribers over delayed or non-refunded failed transactions, especially during network congestion or system downtime.

“We recognise that subscribers have, for a long time, expressed frustration over delays in refunds for failed transactions. This new directive is aimed at restoring confidence and ensuring fairness in service delivery,” Maida said.

The NCC boss warned that any operator found violating the directive would face sanctions in line with the provisions of the Nigerian Communications Act.

He added that the commission had upgraded its monitoring systems to track compliance in real time and ensure that refunds were processed within the stipulated time frame.

Maida also urged subscribers to report any operator that fails to comply with the directive through the NCC Consumer Portal, toll-free line 622, or other official complaint channels.

“Consumer satisfaction remains a priority for the commission. We will continue to introduce measures that promote transparency, accountability and improved service quality across the telecommunications industry,” he said.

The EVC further assured Nigerians that the commission was working closely with operators to address network challenges that often result in transaction failures.

He advised telecom subscribers to ensure they carry out transactions on stable networks and keep records of their transactions for reference where necessary.

The directive is expected to take immediate effect nationwide.