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The Nigerian Communications Commission (NCC) has proposed a 12-month grace period for subscribers to reclaim unused airtime on deactivated lines, aiming to balance consumer rights with operational realities in the telecommunications sector. This initiative was disclosed during a virtual stakeholder engagement forum in Abuja.
Dr Aminu Maida, NCC’s Executive Vice Chairman/CEO, emphasised the industry’s significant role in driving economic growth, financial inclusion, and digital transformation in Nigeria. He stated, “The debate remains whether operators should be required to refund unused airtime or whether the principle of ‘use it or lose it’ should prevail. Our goal is to establish a framework that protects consumers while ensuring the continued efficiency and competitiveness of the industry.”
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The NCC’s proposal seeks to address the issue of unclaimed recharges when accounts become inactive. According to the Quality-of-Service Business Rules 2024, a prepaid line without a revenue-generating event for six months must be deactivated. If the inactivity continues for another six months, the line may be recycled.
Dr. Maida noted that under the new framework, subscribers whose lines have been churned would have a one-year window to claim their unused airtime, provided they can verify ownership. He added that the initiative is geared towards balancing consumer protection with the practicalities of maintaining an efficient telecommunications industry.
Mrs Chizua Whyte, Head of Legal and Regulatory Services at NCC, highlighted the importance of this initiative. She said the draft guidance on unutilised and unclaimed subscribers’ recharges is a critical step in fulfilling the commission’s mandate to develop regulatory instruments that foster a vibrant communications market.
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The key provisions of the draft guidelines include establishing a 12-month window during which affected subscribers can claim unutilised recharges after their lines have been churned, provided they can verify ownership. This balances consumer rights with operational practicality.
Additionally, the guidelines require operators to conduct comprehensive audits of all churned numbers and submit detailed documentation of all unclaimed and unutilised recharges, ensuring transparency and accountability in the process.
Furthermore, the guidelines direct that unclaimed recharges cannot be monetised but must be made available through service options to the affected subscribers, including voice offerings, data plans, and value-added services on the primary network.
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Mrs Whyte said the issue of unutilised and unclaimed recharges on churned subscriber lines poses both a consumer protection challenge and a regulatory opportunity. She noted that when subscribers are disconnected after extended periods of inactivity as defined by the Quality of Service Regulations, many leave behind unused credits.
The proposed guidance would ensure that subscribers maintain rightful access to their purchased credits while providing operators with regulatory clarity. Unclaimed airtime would not be monetised but made available to affected subscribers through services such as voice offerings, data plans, and value-added services.
Mrs. Whyte further stated that the commission expects full compliance from operators within 90 days of the issuance of the guidance, alongside comprehensive consumer education and notification requirements. She said the initiative aligns with international best practices, as seen in countries like the United States, the European Union, and India, where transparency and service alternatives are prioritised over cash refunds.
She added that the commission is committed to fostering a fair, transparent, and consumer-centric telecommunications landscape
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