The Nigerian Communications Commission (NCC) is proposing a 12-month grace period for subscribers to reclaim unused airtime on deactivated lines as part of changes to rules governing what happens to unutilised and unclaimed recharges for airtime and data by telecom consumers.
This proposal was disclosed during a virtual industry consultative forum hosted by the commission in Abuja on Tuesday. Aminu Maida, the executive vice chairman of the NCC, represented by Rimini Makama, executive commissioner for Stakeholder Management, said the initiative is part of efforts to address emerging challenges, especially those that may compromise consumer rights.
“Striking the right balance between safeguarding consumer rights, ensuring effective regulatory oversight, and maintaining industry sustainability requires a collective effort,” he said.
He highlighted that based on the Quality-of-Service Business Rules 2024, 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.
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However, he noted that owners of these lines can reclaim their unused credit within one year once they prove ownership. “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,” stated Maida.
According to Chizua Whyte, head of Legal and Regulatory Services at the NCC, the commission’s draft guidance seeks to establish clear, fair, and transparent procedures for managing unused airtime.
She said, “Establishing a 12-month window during which affected subscribers can claim unutilised recharges after their lines have been churned, provided they can verify ownership. This balances consumer rights with operational practicality.”
She highlighted that the new rule will require operators to conduct an audit of all churned numbers and submit detailed documentation of all unclaimed and unutilised recharges for transparency and accountability.
She further noted that unclaimed recharges cannot be monetised but must be made available through service options to the affected subscribers. Operators will get 90 days to comply with this new rule.
“The proposed guidance aligns with our broader commitment to consumer protection while acknowledging the operational realities faced by our licensees,” she added.
