NCC unveils guidelines to protect consumers’ unused credits
By Emma Ogbuehi
The Nigerian Communications Commission (NCC) has summoned a stakeholders’ forum on issues of unutilized prepaid credit and data, with a view to safeguarding consumer rights while sustaining industry balance. This was the focus of an Industry Consultative Forum held in Abuja on Tuesday, April 8.
Among the issues of discussion was a proposed guideline for addressing unclaimed prepaid recharges left behind by telecom consumers — particularly those whose lines become dormant or are eventually inactive
In a keynote address on behalf of the Executive Vice Chairman/CEO of the NCC, Dr. Aminu Maida, the Executive Commissioner for Stakeholder Management, Rimini Makama, noted that while prepaid plans have empowered millions of Nigerians with affordability and flexibility, they have also created new regulatory concerns.
“One of the emerging issues we must tackle is what happens to the unused balances when lines become inactive,” Makama said. The Commission, he said is committed to a regulatory model that ensures consumer protection without stifling innovation or industry efficiency.
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Makama added that striking the right balance between safeguarding consumer rights, ensuring effective regulatory oversight, and maintaining industry sustainability requires a collective effort.
He recalled the Quality-of-Service Business Rules 2024 which 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”, Makama stressed. He however broached the broader debate on whether operators are required to refund unused airtime, or should the principle of “use it or lose it” prevail?
According to him, the position of the NCC is to arrive at a framework that protects consumers while ensuring the continued efficiency and competitiveness of the industry. Makama said; “ The Commission remains committed to fostering a fair, transparent, and consumer-centric telecommunications landscape”.
Chizua Whyte, NCC’s Head of Legal and Regulatory Services, presented the highlights of the proposed Draft Guidance. Among the prescriptions are: 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;
Demand on 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;
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;
Operators will have 90 days from the issuance of the framework to comply, with a strong emphasis on consumer education and proactive notifications to affected users.
