The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria have formed a joint task force to address the ongoing issue of failed electronic transactions in the telecom sector.
This is aimed at improving the reliability, transparency, and consumer confidence in mobile-based financial services across the country.
Nigeria's telecom market, with over 170 million active mobile lines as of July 2025, is still one of the largest in Africa.
However, consumer complaints about failed digital payments have increased in tandem with increased cellphone usage and reliance on cashless channels.
The task force, announced during the 94th Telecom Consumer Parliament in Lagos, would bring together telecom operators, banks, and regulators to address persistent transaction failures that affect millions of consumers.
These include unsuccessful airtime top-ups, data purchases, and other mobile payment errors that often result in delayed refunds or uncredited services.
NCC executive vice chairman, Dr. Aminu Maida, said the collaboration represents a strategic step toward enhancing the quality of experience for telecom users.
“Consumers deserve reliable, efficient, and high-quality telecom services. This partnership with the CBN ensures faster resolution of failed transactions and better accountability across systems,” he stated.
The joint initiative will focus on eliminating technical and procedural bottlenecks in electronic payment systems that link telecom networks to financial institutions. It is also expected to establish clearer dispute-resolution processes, streamline transaction validation, and improve refund turnaround times.
Beyond the task force, the NCC is implementing new measures to raise service quality and consumer protection standards. The commission also plans to publish network coverage maps and performance reports to improve transparency.
Stakeholders at the parliament, including representatives from consumer advocacy groups, commended the move but urged rapid execution.
“Resolving failed transactions will restore public confidence in telecom payments,” said Prof. Chiso Ndukwe-Okafor, executive director of the Consumer Advocacy and Empowerment Foundation.
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