In a bid to enhance consumer protection and transparency in the telecommunications sector, the Nigerian Communications Commission (NCC) has proposed a 12-month grace period for subscribers to reclaim unused airtime on deactivated or churned lines.
The proposal was unveiled during a virtual stakeholder engagement forum held in Abuja on Tuesday. Speaking at the event, the Executive Vice Chairman/CEO of the NCC, Dr. Aminu Maida—represented by the Executive Commissioner for Stakeholder Management, Rimini Makama—said the initiative seeks to strike a balance between consumer rights and the operational demands of telecom providers.
“The debate remains whether operators should be required to refund unused airtime or whether the principle of ‘use it or lose it’ should prevail,” Maida said. “Our goal is to establish a framework that protects consumers while ensuring the continued efficiency and competitiveness of the industry.”
Under the Quality-of-Service Business Rules 2024, prepaid lines that have had no revenue-generating activity for six months are to be deactivated. After another six months of inactivity, these lines may be recycled. The newly proposed framework would grant subscribers a 12-month period to claim unused airtime—provided they can verify ownership of the line.
Mrs. Chizua Whyte, Head of Legal and Regulatory Services at NCC, described the draft guidance on unutilised and unclaimed recharges as a vital move toward ensuring a consumer-centric regulatory environment.
Key provisions of the draft guidelines include:
1. 12-Month Claim Window: Affected subscribers can claim their unused airtime within a year after deactivation.
2. Mandatory Operator Audits: Operators must audit churned numbers and document all unclaimed recharges.
3. Non-Monetisation Clause: Unused airtime cannot be refunded in cash but must be offered back to subscribers through services such as data, voice, and other value-added packages.
Whyte emphasized that the new policy aligns with international best practices in markets like the U.S., EU, and India, where service-based refunds are favoured over monetary compensation.
She also noted that operators would be required to comply fully within 90 days of the issuance of the final guidance, including rolling out consumer education and notification campaigns.
The NCC said the forum provided an avenue for stakeholders to contribute feedback that will influence the final structure of the proposed regulations.
This development comes amid growing consumer concerns over data depletion, airtime losses, and transparency in telecom operations. The NCC’s latest move is expected to enhance accountability and protect subscribers’ financial interests in an ever-evolving digital economy.
