The Nigerian Communication Commission, NCC hosted telecom stakeholders at an event on Tuesday to discuss how subscribers can reclaim their unused recharges from their line that is deactivated within a year, if they can prove ownership.
In a speech delivered by the Executive Vice Chairman of the Nigerian Communications Commission, Dr Aminu Maina the EVC said there is need to address emerging challenges that may compromise consumer rights to ensure quality of experience for telecom consumers, such as the fate of prepaid balances when accounts become inactive.
He was represented by the Executive Commissioner, Stakeholder Management, Rimini Makama.
According to Miana striking the right balance between safeguarding consumer rights, ensuring effective regulatory oversight, and maintaining industry sustainability requires a collective effort, and the forum presents an opportunity to explore practical solutions on this subject.
He said 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.
Maina said subscribers have the right to reclaim their unused credit within one year, provided they can demonstrate ownership.
The meeting was expected to answer whether operators are required to refund unused airtime, or should the principle of “use it or lose it” prevail, even as the EVC said the goal of the NCC 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” Maina said, adding that it is “critical to refining our policies and ensuring that our regulatory approach aligns with the dynamic nature of the market”
In a welcome address the NCC Head of Legal and Regulatory Services, Mrs Chizua Whyte said when subscribers are disconnected after extended periods of inactivity as defined by our Quality of Service Regulations, many leave behind unused credits.
She said the Draft Guidance seeks to establish clear, fair, and transparent procedures for managing these funds, ensuring that subscribers maintain rightful access to their purchased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.
Key provisions of the Draft Guidance include: establishing a 12-month window during which affected subscribers can claim unutilized recharges after their lines have been churned, provided they can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.
It also require 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 and 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.
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.
