The Nigerian Communications Commission (NCC) has commenced a regulatory process aimed at addressing the issue of unutilized and unclaimed airtime and data balances left behind by telecom subscribers whose lines have been deactivated. This move, the Commission says, is part of broader consumer protection efforts and will provide clarity for telecom operators on the fate of these balances.
Speaking on behalf of the NCC Executive Vice Chairman, Dr. Aminu Maida, the Commission’s Executive Commissioner for Stakeholder Management, Rimini Makama, said the engagement forum marked an important step towards a regulatory framework that balances consumer rights with industry sustainability. “At the heart of our discussions today is the issue of unclaimed recharges,” she said, noting the growing concern over how unused balances are managed when prepaid lines go dormant.
The event, held in Abuja on April 8, featured both in-person and virtual participation by NCC staff, telecom operators, and other industry stakeholders. It served as a platform to deliberate on the Draft Guidance on Unutilized and Unclaimed Subscribers’ Recharges.
According to Makama, the current Quality-of-Service Business Rules 2024 provide that a line with no revenue-generating activity for six months must be deactivated, and after another six months of inactivity, it may be recycled. However, subscribers retain the right to reclaim unused credits within a year, if ownership can be proven.
While the current rules exist, the Commission seeks to provide further clarity and structure. “Should operators be required to refund unused airtime, or should the principle of ‘use it or lose it’ prevail?” Makama asked. She emphasized that stakeholder input would be key to shaping a fair and practical regulatory framework.
In her remarks, the Head of Legal & Regulatory Services at the NCC, Mrs. Chizua Whyte, highlighted that the Draft Guidance proposes several key provisions, including a 12-month claim window for subscribers after line deactivation, mandatory audits by operators, and the prohibition of monetizing unclaimed balances.
“The issue of unutilized and unclaimed recharges on churned subscriber lines represents both a consumer protection challenge and a regulatory opportunity,” Whyte said. She added that the proposed guidelines would ensure that any remaining balances are offered to consumers through service options like calls, data, and value-added services rather than cash refunds.
Operators will also be required to comply fully within 90 days of the final framework’s issuance, including embarking on consumer education efforts. Whyte stated, “Proper management of consumer credits becomes increasingly critical in this digital age, where telecommunications services form the backbone of our economic and social interactions.”
The NCC reiterated its commitment to transparent regulation and a fair marketplace. “This Draft Guidance represents another step forward in creating an environment of regulatory excellence that protects consumer interests while providing clarity to service providers,” Whyte said.
As discussions continue, stakeholders are expected to submit feedback on the draft, which will inform the final version of the regulatory instrument. The forum concluded with a call for collaboration and shared responsibility in building a consumer-centric telecom ecosystem.