Hope rises for telecoms consumers as stakeholders meet over unclaimed recharges

Emmanuel Ukudolo I Tuesday, April 08, 2025

 

ABUJA, Nigeria – There are indications that better days  lie ahead for telecommunications consumers over a one sided policy practiced by telecoms operators that hitherto requires consumers to utilized purchased airtime and data within a specified period or lose it .

This is based on inputs from the ongoing stakeholders’ engagement on continuation of the extant shylock practice or replace the policy with a mutually beneficial policy that would mandate the telecoms operators to refund unused/unclaimed recharges if the purchaser can furnish the operators with proof of ownership of recharges.

Speaking during the hybrid event, Executive Vice Chairman, Nigerian Communications Commission, NCC,  Dr. Aminu Maida  said the telecommunications industry has long been a pillar of economic growth, financial inclusion, and digital transformation, adding that with widespread reliance on mobile services, prepaid plans have provided millions of Nigerians with flexibility and affordability.

“However, as the sector evolves, and in line with our commitment to ensuring Quality of Experience for telecom consumers, we must address emerging challenges especially those that may compromise consumer rights. One of such is the fate of prepaid balances when accounts become inactive”, Maida said.

Speaking through Executive Commissioner, Stakeholder Management, Rimini Makama, the EVC noted that striking the right balance between safeguarding consumer rights, ensuring effective regulatory oversight, and maintaining industry sustainability requires a collective effort which the forum presents.

According to him, 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, stressing that subscribers have the right to reclaim their unused credit within one year, provided they can demonstrate ownership.

 

“However, the broader debate remains—should operators be required to refund unused airtime, or should the principle of “use it or lose it” prevail?

“ Our goal is to arrive at a framework that protects consumers while ensuring the continued efficiency and competitiveness of the industry”, the EVC said, adding that  the Commission remains committed to fostering a fair, transparent, and consumer-centric telecommunications landscape.

Earlier in his opening remarks, Head, Legal and Regulatory Services, NCC, Mrs. Chizua Whyte said the forum represents a crucial step in fulfilling the Commission’s mandate to create and develop regulatory instruments that foster a vibrant communications market and regulatory environment benefiting all stakeholders.

She said the issue of unutilized and unclaimed recharges on churned subscriber lines represents both a consumer protection challenge and a regulatory opportunity.

As she puts it, “when subscribers are disconnected after extended periods of inactivity as defined by our Quality of Service Regulations, many leave behind unused credits.

“This 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”, she said.

According to her, key provisions of this Draft Guidance include:

“Firstly, 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.

“Secondly, requiring 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.

“Thirdly, 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”, she noted.

Mrs. Chizua Whyte  explained that 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”, she said, and that the proposed Guidance aligns with NCC’s broader commitment to consumer protection while acknowledging the operational realities faced by our licensees.

She said that this Draft Guidance represents another step forward in creating an environment of regulatory excellence that protects consumer interests while providing clarity to service providers.

“We wish to reassure you that the Commission remains committed to upholding the highest standards of service and ensuring that the industry continues to evolve and thrive. This Stakeholders’ forum stands as testament to our commitment to transparent and collaborative regulation”, she said.