The Nigerian Communications Commission (NCC) convened a virtual stakeholder engagement forum today to address the critical issue of unclaimed and unutilized prepaid recharges in the telecommunications sector. The forum, attended by industry operators and consumer advocates, aimed to refine draft guidelines designed to balance consumer rights with the operational realities of Mobile Network Operators (MNOs).
Dr. Aminu Maida, Executive Vice Chairman/CEO of the NCC, whose welcome address was delivered by Executive Commissioner, Stakeholder Management, Rimini Makama, emphasized the importance of finding a “framework that protects consumers while ensuring the continued efficiency and competitiveness of the industry.” He highlighted that the NCC is committed to fostering a fair, transparent, and consumer-centric telecommunications landscape.
“At the heart of our discussions today is the issue of unclaimed recharges,” Dr. Maida stated. “Our goal is to arrive at a framework that protects consumers while ensuring the continued efficiency and competitiveness of the industry.”
Mrs. Chizua Whyte, Head of Legal & Regulatory Services at the NCC, outlined the key provisions of the Draft Guidance on Unutilized and Unclaimed Subscribers’ Recharges. She explained that the proposed guidelines seek to establish clear, fair, and transparent procedures for managing unused credits left on churned subscriber lines.
“This Draft Guidance seeks to establish clear, fair, and transparent procedures for managing these funds, ensuring that subscribers maintain rightful access to their purchased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,” Mrs. Whyte said.
The draft guidelines propose a 12-month window for subscribers to claim unutilized recharges after their lines have been churned, provided they can verify ownership. Operators will also be required to conduct comprehensive audits of all churned numbers and submit detailed documentation of unclaimed recharges. Importantly, unclaimed recharges cannot be monetized but must be made available through service options such as voice offerings, data plans, and value-added services.
The NCC has set a 90-day implementation timeline for operators to achieve full compliance, including consumer education and notification requirements. The guidelines align with international best practices, prioritizing transparency and service alternatives over cash refunds.
The forum also addressed operational challenges, particularly regarding cross-network service options, which were deemed impractical due to varying operator costs and administrative complexity. The NCC emphasized that airtime is legally considered a consumable service, aligning with regulations from bodies like the Central Bank of Nigeria (CBN).
The main objectives of the Draft Guidance are to provide a clear process for managing consumer recharges and credits through safeguards and service options, ensure billing transparency, and provide regulatory certainty to the sector.
The NCC reiterated its commitment to upholding the highest standards of service and ensuring the industry’s continued evolution and growth. The Commission expressed gratitude for the stakeholders’ input and contributions, emphasizing that their expertise and experience are vital in refining the guidelines.
“Together, we can develop guidelines that are fair, practical, and serve the collective interests of Nigerian consumers, operators, and our growing digital economy,” Mrs. Whyte concluded.
The NCC will review the feedback from the forum and finalize the guidelines, which operators will have 90 days to implement. Non-compliance will result in fines and audits.
