Katsina Times
In a bold move to safeguard the rights of telecom consumers and bring clarity to the handling of inactive prepaid recharges, the Nigerian Communications Commission (NCC) has unveiled a Draft Guidance on the management of unutilised and unclaimed subscriber credits. This initiative was announced during a hybrid Industry Consultative Forum held in Abuja on April 8, 2025.
The event, which drew both in-person and virtual participation, featured stakeholders from the telecommunications industry including NCC officials, representatives of Mobile Network Operators (MNOs), legal and regulatory experts, and other concerned participants.
Delivering the welcome address on behalf of the Executive Vice Chairman (EVC) of NCC, Dr. Aminu Maida, the Executive Commissioner of Stakeholder Management, Rimini Makama, emphasised the need for balance in consumer protection and industry sustainability. “Our goal is to arrive at a framework that protects consumers while ensuring the continued efficiency and competitiveness of the industry,” the EVC said.
The EVC cited the Quality-of-Service Business Rules 2024, which mandates the deactivation of any prepaid line that remains inactive for six months, and its possible recycling after another six months. However, subscribers are granted a 12-month window to reclaim unused credit, provided ownership of the line is established.
The forum sought to resolve lingering concerns about whether telecom operators should refund unutilised airtime or uphold the principle of "use it or lose it."
In her opening remarks, the Head of Legal & Regulatory Services at NCC, Mrs. Chizua Whyte, described the Draft Guidance as a critical regulatory tool aimed at ensuring fairness, transparency, and clarity in managing consumer recharges on inactive lines.
Key Provisions of the Draft Guidance Include:
12-Month Reclaim Period: Subscribers can reclaim unutilised recharges within a year after their line is deactivated, upon proof of ownership.
Mandatory Operator Audits: Telecom providers must audit churned numbers and submit detailed records of all unclaimed credits to the NCC.
No Monetisation of Airtime: Unclaimed airtime cannot be refunded in cash but should be offered through services like voice and data plans, and other value-added services.
Consumer Education: Operators must carry out public awareness campaigns to educate users on the policy and its implications.
Compliance Timeline: MNOs are required to implement these guidelines within 90 days of issuance, with penalties including audits and fines for non-compliance.
According to the NCC, the draft regulation is consistent with global best practices in countries such as the United States, India, and across the European Union, where emphasis is placed on transparency and service-based alternatives over cash refunds.
The Commission noted that the management of consumer credits is especially important in Nigeria’s digital economy, where mobile connectivity is integral to social and economic engagement.
Participants at the forum were encouraged to provide feedback on the Draft Guidance to help refine and finalise the framework. The NCC reiterated its commitment to a collaborative regulatory environment that ensures consumer rights are protected while enabling the telecom industry to thrive.
The full documents—Presentation on the Draft Guidance on Unclaimed Recharges – April 2025 and Comments and Responses on the Draft Guidance—were made available to media professionals to aid informed reporting and promote public understanding of the proposed regulations.
For further details and public input, the NCC has encouraged engagement through its official platforms.
