NCC, CBN Agree on Airtime and Data Refund Framework
Nigeria’s telecoms and financial regulators, the Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN), have concluded plans to introduce a unified refund framework aimed at resolving persistent consumer complaints around failed airtime and data transactions.
The framework, developed after months of engagement with Mobile Network Operators (MNOs), Deposit Money Banks (DMBs), Value Added Service (VAS) providers and other stakeholders, responds to rising cases where subscribers are debited without receiving value due to network downtimes, system glitches or human errors.
By aligning the telecommunications and banking sectors on a single operational approach, the regulators aim to identify the root causes of failed transactions, ensure timely refunds, and restore consumer confidence in digital payments for telecom services. The initiative underscores a broader push to improve consumer experience and accountability across both sectors.
Nigeria’s Internet Data Usage Jumps Nearly 35% in 2025
Fresh data from the NCC shows that Nigerians consumed 11.86 million terabytes of internet data between January and November 2025, representing a 34.96% increase from the 8.79 million terabytes recorded during the same period in 2024.
The figures translate to an average daily data consumption of over 41,000 terabytes, placing increasing pressure on mobile and broadband networks nationwide. According to the NCC, the surge reflects growing reliance on digital services across major networks, including MTN Nigeria, Airtel Nigeria, Globacom and T2.
Telecom analyst Osita Odafi attributed the growth to rising smartphone penetration, expanded use of cloud services, video streaming, fintech platforms, remote work tools, and the broader digitalisation of businesses and public services. With full-year projections pointing to data usage exceeding 13.2 million terabytes, industry stakeholders face mounting expectations to scale capacity and improve service quality.
NCC Signals Tougher Consumer Protection Stance in 2026
The NCC has announced plans to intensify consumer protection efforts in 2026, citing ongoing service disruptions and network congestion despite renewed investment in the sector.
In its New Year outlook, the commission acknowledged that operators expanded infrastructure significantly in 2025, pushing broadband penetration beyond the 50% mark for the first time. However, it admitted that service quality improvements have not yet been consistently felt by consumers nationwide.
During the year, telecom operators deployed over 2,800 new and upgraded sites, while broadband subscriptions rose to about 109.6 million by December 2025, up from 96.3 million in 2024. Broadband penetration also increased to 50.58%, from 44.43% the previous year. The NCC says the focus in 2026 will be ensuring that these investments translate into tangible improvements in user experience.
2,800 New Sites, Broadband Penetration Crosses 50%
Reinforcing its outlook for the sector, the NCC disclosed that 2,800 new and upgraded telecom sites were rolled out in 2025 as part of efforts to enhance service quality and coverage.
In a policy document titled “2026: Delivering Better Quality of Experience to the Nigerian Consumer,” signed by Executive Vice Chairman Dr Aminu Maida, the commission noted a return of investment momentum after years of strain. This recovery has driven improvements in network capacity and broadband access, with penetration crossing the 50% threshold for the first time.
The NCC expressed optimism that continued collaboration among operators, regulators and other stakeholders will lead to more reliable services and improved connectivity outcomes for consumers in the year ahead.
A New Year Message for the Communications Sector
Looking ahead to 2026, the NCC reaffirmed its commitment to delivering a better and more consistent quality of experience for telecom consumers. While acknowledging the progress made in 2025—particularly in investment recovery, network expansion and broadband growth—the commission recognised that service gaps remain in parts of the country.
According to the regulator, the priority for the new year is to consolidate recent gains, close service quality gaps, and ensure that reliable communications services reach every Nigerian. The NCC says it will continue working with industry players to build a more inclusive, resilient and consumer-focused digital ecosystem capable of supporting economic growth, education, healthcare and innovation.
