The Central Bank of Nigeria (CBN) has launched new draft tips compelling banks to offer immediate refunds for failed Automated Teller Machine (ATM) transactions.
The principles, launched on October 9, 2025, are designed to strengthen shopper safety, enhance service reliability, and guarantee larger accountability in Nigeria’s {financial} system.
The round, signed by Musa I. Jimoh, Director of the Funds System Coverage Division, was addressed to banks, cost service suppliers, card schemes, and impartial ATM deployers. Stakeholders have till October 31, 2025, to offer suggestions earlier than the rules are finalised.
Underneath the draft framework, all on-us transactions—the place a buyer makes use of their very own {bank}’s ATM—should be reversed immediately. The CBN famous that if immediate reversal will not be potential because of technical hitches or system glitches, the transaction should be manually corrected inside 24 hours.
For not-on-us transactions—the place prospects use one other {bank}’s ATM—the utmost refund window has been set at 48 hours.
ATM acquirers are additionally required to place in place mechanisms that routinely provoke refunds with out ready for buyer complaints or prompts from the issuing {bank}. As well as, they have to reconcile and refund all funds of their possession that belong to prospects on account of failed or partial money disbursements.
The CBN emphasised that this measure is geared toward enhancing shopper confidence within the banking system and lowering the frustration typically related to delayed transaction reversals.
The refund directive is a part of a wider overhaul of Nigeria’s ATM regulatory framework, which replaces earlier provisions within the 2020 digital funds tips. The CBN defined that the overview was mandatory in gentle of the fast evolution of the cost’s ecosystem, rising cyber threats, and the push to broaden {financial} inclusion.
The brand new guidelines require banks and card issuers to deploy a minimal of 1 ATM for each 5,000 playing cards issued. This goal can be phased in over three years, with 30% compliance anticipated in 2026, 60% in 2027, and full compliance by 2028. Any deployment, redeployment, or decommissioning of ATMs would require prior approval from the apex {bank}.
ATMs should additionally meet larger operational requirements. They’re to be totally compliant with Fee Card Business Knowledge Safety Requirements, preserve detailed audit logs for dispute decision, and supply clear card orientation symbols.
At the very least 2% of all ATMs deployed by every {bank} should be geared up with tactile symbols to serve visually impaired prospects.
Machines should be sited in safe, well-lit areas, fitted with anti-skimming gadgets, and backed by surveillance cameras that monitor transactions with out recording keystrokes.
Buyer comfort additionally options prominently within the draft guidelines. ATMs should dispense money earlier than releasing playing cards to cut back the danger of deserted money, present receipts when requested, enable free private identification quantity (PIN) modifications, and be certain that solely match banknotes are distributed. Operators are additionally mandated to offer backup energy, functioning helpdesk traces, and display prompts that provide customers extra time to finish transactions.
The apex {bank} said that it might implement compliance by common audits, on-site inspections, and obligatory month-to-month stories from ATM operators itemizing all new deployments and their places. Establishments that fail to adjust to any a part of the rules will face penalties, although the round didn’t specify the dimensions of sanctions.
By setting strict timelines for failed transaction refunds and overhauling operational necessities, the CBN hopes to enhance reliability in ATM providers, scale back buyer complaints, and align Nigeria’s cost system extra carefully with worldwide requirements.
The recent tips come almost eight months after the CBN introduced a significant revision to its ATM transaction charges, successfully eliminating the three free month-to-month withdrawals beforehand granted to prospects utilizing different banks’ ATMs.
