Through an initiative that aims to strengthen consumer protection in the evolving telecommunications sector while providing a safety net for subscribers who have unused airtime, the Nigerian Communications Commission (NCC) has proposed a 12-month grace period for telecom subscribers to reclaim unused prepaid credits from deactivated mobile lines.
This was announced during a virtual stakeholder engagement forum held in Abuja.
According to Dr. Aminu Maida, Executive Vice-Chairman of NCC, who was represented by Executive Commissioner for Stakeholder Management Rimini Makama, maintaining an even balance between safeguarding consumer rights, ensuring effective regulatory oversight, and upholding industry sustainability requires a collective effort. He said,
“Striking the right balance between safeguarding consumer rights, ensuring effective regulatory oversight, and maintaining industry sustainability requires a collective effort.
“The 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.”
Chizua Whyte, Head of Legal and Regulatory Services at the NCC, underscored the commission’s commitment to transparency and accountability in the telecom sector. She noted that the draft guidance aims to ensure that subscribers maintain rightful access to their purchased credits while providing operators with clear responsibilities. She said,
“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.
“The proposed guidance aligns with our broader commitment to consumer protection while acknowledging the operational realities faced by our licensees.”
NCC further disclosed that operators will be required to conduct an audit of all churned numbers and submit detailed documentation of unclaimed and unutilized recharges.
In addition, unclaimed recharges cannot be monetized but must be made available through service options to affected subscribers.
The NCC’s draft guidance seeks to establish clear, fair, and transparent procedures for managing unused airtime, balancing consumer rights with operational practicality.
As this proposal seeks to address concerns surrounding unclaimed and unutilized recharge balances by providing a framework for managing unused airtime, the commission aims to protect consumers while ensuring the continued efficiency and competitiveness of the industry.
This move is part of the NCC’s broader commitment to consumer protection and regulatory oversight.
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