The Nigerian Communications Commission (NCC) has put forward a proposal for a 12-month window for subscribers to recover unused airtime on mobile lines that have been deactivated.
This suggestion was revealed during a virtual forum held in Abuja on Tuesday, which brought together key stakeholders.
Dr. Aminu Maida, the Executive Vice Chairman and CEO of the NCC, who was represented by Rimini Makama, the Executive Commissioner for Stakeholder Management, explained that the proposal aims to strike a balance between protecting consumer rights and addressing the operational realities in the telecommunications sector.
Maida acknowledged the vital role that the telecommunications industry has played in Nigeria’s economic growth, financial inclusion, and digital transformation.
He noted that millions of Nigerians have benefited from the availability of mobile services and the flexibility of prepaid mobile plans.
However, as the sector continues to evolve, it is necessary to address emerging issues that may impact consumer rights.
Maida clarified that the new framework is intended to address the issue of unclaimed airtime on accounts that have been inactive.
Under the current Quality-of-Service Business Rules 2024, a prepaid line that has not generated any revenue for six months is considered inactive and is subsequently deactivated.
If inactivity persists for an additional six months, the line may be recycled.
With the new proposal, subscribers with deactivated lines would have up to one year to reclaim any unused airtime, provided they can prove ownership of the line.
Maida explained that the initiative seeks to balance consumer protection with the realities of running an efficient telecommunications industry.
He added, “The debate continues on whether operators should refund unused airtime or whether the principle of ‘use it or lose it’ should apply. Our objective is to create a framework that protects consumers while maintaining the industry’s competitiveness and operational efficiency.”
During the forum, Mrs. Chizua Whyte, the Head of Legal and Regulatory Services at the NCC, discussed the draft guidelines on unutilized and unclaimed subscribers’ recharges, which she described as a significant step in fulfilling the NCC’s mandate to regulate the telecommunications market.
Whyte outlined the main provisions of the guidelines, including the 12-month window for reclaiming unused recharges after a line has been deactivated, contingent on verifying ownership.
The guidelines also require operators to perform thorough audits of churned numbers and submit detailed reports on unclaimed recharges to ensure accountability.
Additionally, the guidance stipulates that unclaimed airtime cannot be converted into cash but must be made available through various service options, including voice calls, data plans, or other value-added services on the main network.
Whyte acknowledged that addressing the issue of unutilized airtime on deactivated lines is both a consumer protection challenge and an opportunity for clearer regulatory oversight. She noted that the new guidelines would ensure that subscribers retain access to their purchased credits while providing regulatory clarity for operators.
The NCC is also calling for full compliance from operators within 90 days of the guidelines’ issuance, along with a consumer education campaign to raise awareness.
This initiative, she added, aligns with global best practices observed in countries like the United States, the European Union, and India, where transparency and service alternatives are prioritized over cash refunds.
Whyte concluded by reiterating the commission’s commitment to fostering a fair, transparent, and consumer-friendly telecommunications environment, with the forum providing a platform for stakeholders to contribute to the final framework.