NCC Hosts Stakeholder Forum on Unclaimed and Unutilised Subscriber Recharges

Abuja, April 8, 2025 — The Nigerian Communications Commission (NCC) has convened a high-level virtual stakeholder forum to deliberate on the Draft Guidance on Unutilized and Unclaimed Subscribers’ Recharges in the Nigerian communications sector.

The consultative forum, held on April 8, 2025, brought together industry stakeholders, service providers, and consumer advocates to examine proposed regulations aimed at protecting consumers while ensuring industry sustainability.

Delivering the welcome address on behalf of the Executive Vice Chairman (EVC) of the Commission, Dr. Aminu Maida, the Executive Commissioner for Stakeholder Management, Rimini Makama, highlighted the importance of addressing challenges associated with prepaid mobile services, especially regarding the fate of unused credits on inactive lines.

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Dr. Maida stated that while prepaid plans have long offered Nigerians affordability and flexibility, the evolving dynamics of the telecom sector demand greater regulatory attention to protect consumer rights.

He noted that the Quality-of-Service Business Rules 2024 provide that 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. Affected subscribers retain the right to reclaim their unused credit within a 12-month window, provided they can verify ownership.

“At the heart of today’s discussion is the issue of unclaimed recharges. We must strike the right balance between safeguarding consumer rights and maintaining the sustainability of the telecom industry,” Dr. Maida said. “Our goal is to arrive at a framework that protects consumers while ensuring continued efficiency and competitiveness.”

In her opening remarks, the Head of Legal and Regulatory Services at the NCC, Mrs. Chizua Whyte, reiterated the Commission’s commitment to transparent and fair regulation. She noted that the Draft Guidance aims to provide clarity on how unclaimed airtime balances on churned lines should be treated, setting out fair and practical procedures for both consumers and operators.

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Key provisions of the Draft Guidance include:

— A 12-month reclamation window for affected subscribers, subject to ownership verification.

— Mandatory audits by operators on all churned numbers, with detailed documentation of unclaimed credits submitted to the NCC.

— Prohibition on monetizing unclaimed recharges; instead, such credits must be made available to subscribers via voice, data, or value-added services on the primary network.

— 90-day compliance window for operators following the issuance of the guidelines.

— Mandatory consumer education and awareness campaigns to ensure subscribers understand the policy.

The NCC clarified that airtime is classified as a consumable service, not equivalent to cash, in alignment with Central Bank of Nigeria (CBN) regulations. The Commission emphasized that refunds will not be issued; rather, service-based alternatives must be provided. Cross-network service redemption was deemed impractical due to cost differences and administrative complexities.

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The forum further noted that the Draft Guidance aligns with international best practices in jurisdictions such as the U.S., European Union, and India, where consumer protection is emphasized through transparency and service options over cash refunds.

The NCC has reaffirmed its commitment to a collaborative regulatory approach. “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.

Stakeholders were urged to actively contribute their insights during the consultation process, which is expected to help refine the framework before final implementation. The Commission will also review audit reports from operators within ten days of submission and will impose fines or other regulatory measures on non-compliant entities.

The forum marks a significant step in the NCC’s broader mandate to build a consumer-centric, transparent, and future-forward telecommunications sector.