Subscribers get New Ultimatum to Reclaim Airtime on Deactivated Lines

The Executive Vice Chairman/CEO of the NCC, Dr Aminu Maida, who was represented by the Executive Commissioner for Stakeholder Management, Rimini Makama, said the initiative is part of efforts to balance consumer rights with operational realities in the telecommunications sector.

The Nigerian Communications Commission has proposed a 12-month grace period for subscribers to reclaim unused airtime on deactivated lines.

The proposal was disclosed during a virtual stakeholder engagement forum held in Abuja on Tuesday.

Maida said the telecommunications industry has played a significant role in driving economic growth, financial inclusion, and digital transformation in Nigeria.

According to him, the prevalence of mobile services and the flexibility offered by prepaid plans have benefitted millions of Nigerians.

However, with the evolving landscape, it has become necessary to address emerging challenges that could undermine consumer rights.

He explained that the proposed framework seeks to address the issue of unclaimed recharges when accounts become inactive.

Maida noted that the Quality-of-Service Business Rules 2024 stipulates that a prepaid line without a revenue-generating event for six months must be deactivated.

If the inactivity continues for another six months, the line may be recycled.

He stated that under the new framework, subscribers whose lines have been churned would have a one-year window to claim their unused airtime, provided they can verify ownership.

Maida added that the initiative is geared towards balancing consumer protection with the practicalities of maintaining an efficient telecommunications industry.

He said, “The debate remains whether operators should be required to refund unused airtime or whether the principle of ‘use it or lose it’ should prevail. Our goal is to establish a framework that protects consumers while ensuring the continued efficiency and competitiveness of the industry.”

Also speaking at the event, the Head of Legal and Regulatory Services at the NCC, Mrs Chizua Whyte, said the Draft Guidance on Unutilised and Unclaimed Subscribers’ Recharges is a critical step in fulfilling the commission’s mandate to develop regulatory instruments that foster a vibrant communications market.

Listing the key provisions of the draft guidelines, she said, “Firstly, 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.

“Secondly, requiring operators to conduct comprehensive audits of all churned numbers and submit detailed documentation of all unclaimed and unutilised recharges, ensuring transparency and accountability in the process.

“Thirdly, directing that unclaimed recharges cannot be monetised 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.”

Whyte said the issue of unutilised and unclaimed recharges on churned subscriber lines poses both a consumer protection challenge and a regulatory opportunity.

She noted that when subscribers are disconnected after extended periods of inactivity as defined by the Quality of Service Regulations, many leave behind unused credits.

She explained that the proposed guidance would ensure that subscribers maintain rightful access to their purchased credits while providing operators with regulatory clarity.

She said that unclaimed airtime would not be monetised but made available to affected subscribers through services such as voice offerings, data plans, and value-added services.

Whyte further stated that the commission expects full compliance from operators within 90 days of the issuance of the guidance, alongside comprehensive consumer education and notification requirements.

She said the initiative aligns with international best practices, as seen in countries like the United States, the European Union, and India, where transparency and service alternatives are prioritised over cash refunds.

She added that the commission is committed to fostering a fair, transparent, and consumer-centric telecommunications landscape.

According to her, the engagement forum provided a platform for stakeholders to share insights that would shape the final framework