The Centre for Digital Justice and Consumer Rights (CDJCR) has applauded the Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) for their collaborative framework aimed at addressing the persistent problem of failed airtime recharges and data transactions 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 and telecom ecosystem.
Opara said the framework, which seeks to promote accountability among all players in the electronic transaction value chain, represents a decisive step toward protecting millions of telecom subscribers who often lose money to failed or unresolved transactions.
“For far too long, consumers have borne the brunt of system failures that are neither their fault nor within their control,” he said. “This new collaboration between the NCC and the CBN signals the beginning of an end to the culture of neglect that has defined digital transaction failures in the telecom sector.”
He commended the leadership of the NCC under its Executive Vice Chairman, Dr. Aminu Maida, for demonstrating strong commitment to consumer welfare and taking proactive steps to address recurring challenges faced by telecom users. According to him, the partnership between the NCC and CBN shows how regulatory synergy can deliver practical solutions to the realities of a rapidly evolving digital economy.
“Consumers are not just users; they are the backbone of both the telecom and financial systems,” Opara stated. “By ensuring that customers get full value for every recharge and data purchase, the NCC is not only upholding consumer rights but also deepening trust in Nigeria’s cashless and digital inclusion policies.”
He urged both regulators to ensure that the new framework is implemented with clear timelines, transparent processes, and enforceable sanctions against service providers that fail to meet agreed service standards.
The CDJCR also encouraged the publication of service-level expectations for telecom operators, payment processors, and banks to enable consumers identify where responsibility lies when transactions fail.
Opara further commended the CBN for recognising consumer protection as central to its financial inclusion goals, especially at a time when digital services have become essential for low-income Nigerians who rely on mobile channels for daily transactions.
He said the collaboration between the two regulators should serve as a model for other sectors where technology, finance, and public service intersect.
“This kind of inter-agency cooperation shows that government institutions can indeed work in the interest of citizens,” Opara added. “What matters now is strict compliance and continuous review of the framework to address emerging technologies and consumer concerns.”
He reaffirmed the Centre’s commitment to monitoring compliance and ensuring that Nigerian consumers enjoy transparent, fair, and reliable digital services.
“The era of consumers losing their hard-earned money to failed transactions without redress should be over,” Opara said. “The NCC and CBN have given Nigerians renewed hope now it’s time for the industry to act.”
