NCC Seeks Fresh Guideline on Unutilized, Unclaimed Subscribers’ Recharges

By Chimezie Godfrey 

The Executive Vice Chairman/CEO, Nigerian Communications Commission (NCC), Dr Aminu Maida says the Commission is committed to fostering a fair, transparent, and consumer-centric telecommunications landscape.

Maida made the assertion at the Stakeholders Engagement Forum on unclaimed recharges held recently in Abuja, adding that the issue was important to both consumers and operators.

He noted that the telecommunications industry has long been a pillar of economic growth, financial inclusion, and digital transformation, afding that with the widespread reliance on mobile services, prepaid plans have provided millions of Nigerians with flexibility and affordability.

“However, as the sector evolves, and in line with our commitment to ensuring Quality of Experience for telecom consumers, we must address emerging challenges especially those that may compromise consumer rights. One of such is the fate of prepaid balances when accounts become inactive.

“Striking the right balance between safeguarding consumer rights, ensuring effective regulatory oversight, and maintaining industry sustainability requires a collective effort, and this forum presents an opportunity to explore practical solutions on this subject. At the heart of our discussions today is the issue of unclaimed recharges.

“The Quality-of-Service Business Rules 2024 stipulates that a prepaid line without a Revenue Generating Event for six months must be deactivated, and if inactivity persists for another six months, the line may be recycled. Subscribers have the right to reclaim their unused credit within one year, provided they can demonstrate ownership.

“However, the broader debate remains—should operators be required to refund unused airtime, or should the principle of “use it or lose it” prevail? Our goal is to arrive at a framework that protects consumers while ensuring the continued efficiency and competitiveness of the industry. “The Commission remains committed to fostering a fair, transparent, and consumer-centric telecommunications landscape,” he said.

The EVC further stressed,”Today’s discussion is critical to refining our policies and ensuring that our regulatory approach aligns with the dynamic nature of the market. As we deliberate, I encourage open and constructive engagement, as your insights will be invaluable in shaping a framework that balances the interests of all stakeholders.”

Maida expressed optimism that the outcome of the engagement would strengthen consumer trust and regulatory clarity in Nigeria.

Also speaking at the event, the Head Legal and Regulatory Services of the NCC, Mrs Chizua Whyte said the engagement was a crucial step in fulfilling the Commission’s mandate to create and develop regulatory instruments that foster a vibrant communications market and regulatory environment benefiting all stakeholders.

Mrs Whyte said the Commission empowered through the Nigerian Communications Act 2003, would continue to develop and refine regulatory instruments governing the industry.

“Today’s session addresses a matter of significant importance that affects millions of Nigerian subscribers and will also impact on the processes of the Mobile Network Operators (MNOs).

“The issue of unutilized and unclaimed recharges on churned subscriber lines represents both a consumer protection challenge and a regulatory opportunity. When subscribers are disconnected after extended periods of inactivity as defined by our Quality of Service Regulations, many leave behind unused credits.

“This Draft Guidance seeks to establish clear, fair, and transparent procedures for managing these funds, ensuring that subscribers maintain rightful access to their purchased credits while providing operators with regulatory clarity,” she said.

According to her, the key provision of the Draft Guidance include:”Firstly, establishing a 12-month window during which affected subscribers can claim unutilized recharges after their lines have been churned, provided they can verify ownership. This balances consumer rights with operational practicality.

“Secondly, requiring operators to conduct comprehensive audits of all churned numbers and submit detailed documentation of all unclaimed and unutilized recharges, ensuring transparency and accountability in the process.

“Thirdly, directing that unclaimed recharges cannot be monetized 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.”

Mrs Whyte said the Commission has also outlined clear timelines for implementation, with operators expected to achieve full compliance within ninety days of issuance, alongside comprehensive consumer education and notification requirements. 

“In this digital age, where telecommunications services form the backbone of our economic and social interactions, proper management of consumer credits becomes increasingly critical.

“The proposed Guidance aligns with our broader commitment to consumer protection while acknowledging the operational realities faced by our licensees. The Nigerian Communications Commission and stakeholders across the industry have worked diligently to advance our communications ecosystem.

“This Draft Guidance represents another step forward in creating an environment of regulatory excellence that protects consumer interests while providing clarity to service providers. 

“Your input and comments during this session will be vital in refining this Guidance. We value your expertise, experience, and insights as we work to ensure the final framework serves the needs of all stakeholders.

“We wish to reassure you that the Commission remains committed to upholding the highest standards of service and ensuring that the industry continues to evolve and thrive. This Stakeholders’ forum stands as testament to our commitment to transparent and collaborative regulation.

“Together, we can develop guidelines that are fair, practical and serve the collective interests of Nigerian consumers, operators, and our growing digital economy. Thank you for your time, your commitment, and your contributions to this process,” Mrs Whyte said.