The Nigerian Communications Commission (NCC) yesterday convened a virtual stakeholder engagement forum to discuss the draft guidance on unutilized and unclaimed subscriber recharges.
The forum aimed to gather industry input on a critical issue affecting millions of Nigerian consumers and the operations of Mobile Network Operators (MNOs).
Dr. Aminu Maida, Executive Vice Chairman/CEO of the NCC, whose address was delivered by Executive Commissioner, Stakeholder Management, Rimini Makama, highlighted the importance of striking a balance between consumer rights and industry sustainability. He emphasized the need for a framework that protects consumers while ensuring the continued efficiency and competitiveness of the telecommunications sector.
“At the heart of our discussions today is the issue of unclaimed recharges. Our goal is to arrive at a framework that protects consumers while ensuring the continued efficiency and competitiveness of the industry. The Commission remains committed to fostering a fair, transparent, and consumer-centric telecommunications landscape, ” Dr. Maida stated.
The NCC’s Quality-of-Service Business Rules 2024 stipulate that prepaid lines inactive for six months must be deactivated, and after another six months of inactivity, the line can be recycled. Subscribers have a one-year window to reclaim unused credit, provided they can prove ownership. However, the debate remains on whether operators should refund unused airtime or adhere to the “use it or lose it” principle.
Meanwhile, Mrs. Chizua Whyte, Head of Legal & Regulatory Services at the NCC, has outlined the key provisions of the draft guidance. She explained that the guidance aims to establish clear, fair, and transparent procedures for managing unclaimed recharges.
The key provisions include:
- A 12-month window for subscribers to claim unutilized recharges after line churn, with proof of ownership.
- Mandatory operator audits of churned numbers, with detailed documentation of unclaimed recharges.
- Unclaimed recharges to be made available through service options like voice, data, and value-added services, not cash refunds.
- Operators to achieve full compliance within 90 days, with comprehensive consumer education and notification requirements.
Also, the consultative forum clarified that:
- Unused prepaid credit is generally forfeited after prolonged inactivity.
- Operators must notify users about forfeiture policies and offer service alternatives.
- Cross-network service options are impractical due to varying operator costs and administrative complexity.
- The framework aligns with international best practices.
- Non-compliance risks fines and audits.
“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 NCC emphasized its commitment to collaborative regulation and urged stakeholders to provide valuable input to refine the guidance. The commission reaffirmed its dedication to upholding the highest standards of service and ensuring the industry’s continued growth.