The Nigerian Communications Commission (NCC) has initiated a major regulatory move aimed at protecting telecom consumers by addressing the issue of unutilised and unclaimed recharges. This was the focus of an Industry Consultative Forum hosted earlier today by the Commission in Abuja, with hybrid participation from stakeholders across the telecommunications sector.
The forum, which featured both in-person and virtual attendance, brought together representatives of the NCC, telecom operators, legal experts, and other industry stakeholders to deliberate on a Draft Guidance that seeks to provide clarity and consumer safeguards on the handling of unused airtime and data credits, especially in cases of subscriber line inactivity and disconnection.
In a welcome address delivered on behalf of the Executive Vice Chairman of the Commission, Dr. Aminu Maida, by the Executive Commissioner, Stakeholder Management, Ms. Rimini Makama, the NCC reiterated its commitment to a fair and transparent regulatory environment. Dr. Maida acknowledged that the growing relevance of mobile services necessitates a robust framework to balance consumer rights with operational sustainability for mobile network operators (MNOs).
“The telecommunications industry remains vital to Nigeria’s digital transformation. However, issues such as the fate of prepaid balances when accounts become inactive must be addressed. This forum offers us a chance to arrive at practical solutions that uphold consumer rights while sustaining industry growth,” he said.
According to the Quality-of-Service Business Rules 2024, any prepaid line without a revenue-generating event for six months must be deactivated, with an additional six months of inactivity possibly leading to recycling. The rules give subscribers a 12-month window to reclaim unused credit, provided ownership is verified.
Mrs. Chizua Whyte, Head of Legal and Regulatory Services at the NCC, presented the opening remarks and outlined the key elements of the Draft Guidance, which include:
– A 12-month period for affected subscribers to reclaim unutilised recharges after line deactivation, upon proof of ownership.
– Mandatory audits by telecom operators of churned numbers and submission of records on unclaimed credits.
– A provision that unclaimed recharges must not be converted to cash but offered via service alternatives such as voice and data bundles on the same network.
– A 90-day compliance period for operators, with failure attracting sanctions or further regulatory actions.
Mrs. Whyte emphasized that the goal is not just regulatory enforcement but to ensure consumer trust and a level playing field for service providers.
“The draft guidelines reflect international best practices from markets like the U.S., EU, and India, where the focus is on transparency, service alternatives, and clear refund policies,” she said.
Also highlighted was the legal status of airtime as a consumable product rather than a monetary value, which limits the feasibility of cross-network transfers and refunds. Stakeholders were urged to intensify consumer education and awareness about these policies to ensure better understanding and smoother implementation.
The NCC assured participants that all feedback from the forum would be considered in refining the Draft Guidance. The Commission also committed to reviewing all operator audits within ten days of submission to ensure timely enforcement and regulatory compliance.
Today’s engagement, according to the Commission, marks another milestone in its efforts to strengthen consumer protection, enhance service delivery, and sustain confidence in Nigeria’s telecom sector.
The NCC encouraged continued stakeholder collaboration in shaping policies that reflect the realities of a dynamic and digitally driven economy.