The Nigerian Communications Commission (NCC) on Tuesday held a stakeholder engagement forum to address the growing concerns surrounding unclaimed and unutilised subscriber recharges.
This development signals a major regulatory step towards protecting telecom consumers while ensuring operational clarity for service providers.
The Executive Vice-Chairman/CEO of the Commission, Dr Aminu Maida, who was represented by the Executive Commissioner for Stakeholder Management, Rimini Makama, emphasised the importance of finding a balanced approach to consumer rights and industry sustainability in his address.
“As the telecommunications industry continues to evolve, we must also address emerging issues, including the fate of prepaid balances on inactive lines,” Dr Maida stated.
He further added, “This engagement is crucial in shaping policies that prioritise consumer protection while maintaining a vibrant and competitive market.”
The forum focused on a Draft Guidance Framework that outlines procedures for managing unutilised airtime on churned lines—those disconnected after 12 months of inactivity.
Under the proposed regulations, affected subscribers would have a 12-month grace period to reclaim their unused credits, provided they can verify ownership.
In her opening remarks, Mrs Chizua Whyte, Head of Legal and Regulatory Services at the NCC, highlighted the Commission’s legal mandate and the significance of the new guidance in fostering transparency and accountability within the telecoms sector.
“This draft seeks to ensure that subscribers maintain rightful access to their purchased credits while operators gain clarity in their responsibilities.
“It prohibits monetisation of unclaimed airtime and instead mandates service-based redemptions such as data or voice bundles,” she stated.
The Commission further outlined critical provisions in the Draft Guidance, including the requirement for operators to notify subscribers about airtime forfeiture policies, with mandatory consumer education campaigns to ensure widespread awareness.
Additional provisions include that operators must audit churned accounts and report unclaimed balances, a 90-day compliance window will be established with penalties for violations, and the Commission will complete audit reviews within 10 days.
A synopsis of the forum revealed an emphasis on aligning with global best practices, noting that jurisdictions such as the United States, European Union, and India favour transparency and service alternatives over cash refunds due to airtime’s classification as a consumable service under Central Bank of Nigeria regulations.
Participants at the forum included Mobile Network Operators (MNOs), consumer advocacy groups, legal experts, and other industry stakeholders, all of whom were encouraged to provide feedback on the proposed regulations.
The NCC reaffirmed its commitment to a fair, transparent, and consumer-centric telecommunications landscape, underscoring that Tuesday’s forum is part of broader efforts to improve billing clarity, strengthen consumer trust, and ensure regulatory certainty.
The final guidance is expected to be refined based on stakeholder input and formally adopted in the coming months.
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