The Nigerian Communications Communication NCC has said that subscribers have right over their unutilised call credit in a deactivated line. Recall that the NCC had recently hinted of a draft framework on unclaimed and unutilised recharges, which stakeholders are expected to make inputs.

This is against the backdrop of some provisions of the Commission’s Quality-of-Service Business Rules 2024, which stipulate 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.

Speaking at a stakeholder engagement forum on unclaimed recharges, held in Abuja, Executive Vice Chairman/CEO of the Commission, Dr Aminu Maida, noted that subscribers have the right to reclaim their unused credit within one year of the deactivation of the prepaid line, provided they can present evidence that the line truly belongs to them.

Maida, who was represented at the event by the Executive Commissioner, Stakeholder Management, Rimini Makama, insists that there is need to strike the right balance between safeguarding consumer rights and ensuring effective regulatory oversight.

According to him, the telecommunications industry in Nigeria has long been a pillar of economic growth, financial inclusion, and digital transformation, adding that with the widespread reliance on mobile services, prepaid plans have provided flexibility and affordability to millions of Nigerians, hence the need to ensure regulatory oversight.

He further noted that as the sector evolves, and in line with the Commission’s commitment to ensuring Quality of Experience for telecom consumers, there is need to address emerging challenges, especially those that may compromise consumer rights, one of which is the fate of prepaid balances when accounts become inactive.

“Striking the right balance between safeguarding consumer rights, ensuring effective regulatory oversight, and maintaining industry sustainability requires a collective effort, and this forum presents an opportunity to explore practical solutions on this subject. At the heart of our discussions today is the issue of unclaimed recharges.

“The Quality-of-Service Business Rules 2024 stipulates 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. Subscribers have the right to reclaim their unused credit within one year, provided they can demonstrate ownership.

“However, the broader debate remains—should operators be required to refund unused airtime, or should the principle of “use it or lose it” prevail? 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.

“Our engagement today is critical to refining our policies and ensuring that our regulatory approach aligns with the dynamic nature of the market. As we deliberate, I encourage open and constructive engagement, as your insights will be invaluable in shaping a framework that balances the interests of all stakeholders”, The EVC said.

Meanwhile, Head, Legal and Regulatory Services of the Commission, Mrs. Chizua Whyte, who made opening remarks, listed key provisions of the Draft Guidance to include 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, the Commission believes, balances consumer rights with operational practicality.

The second provision requires 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.

While the third provision directs 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.

She observed that the issue of unutilised and unclaimed recharges on churned subscriber lines represents both a consumer protection challenge and a regulatory opportunity, arguing that when subscribers are disconnected after extended periods of inactivity as defined by the Quality of Service Regulations, many leave behind unused credits.

“The Nigerian Communications Commission, empowered through the Nigerian Communications Act 2003, continues to develop and refine regulatory instruments governing our industry. Today’s session addresses a matter of significant importance that affects millions of Nigerian subscribers and will also impact on the processes of the Mobile Network Operators (MNOs).

“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.

“We wish to reassure you that the Commission remains committed to upholding the highest standards of service and ensuring that the industry continues to evolve and thrive. This Stakeholders’ forum stands as testament to our commitment to transparent and collaborative regulation”, Mrs. Whyte also said.

She therefore enjoined stakeholders to join hands with the Commission to develop guidelines that are fair, practical and serve the collective interests of not only Nigerian consumers but also operators, and the country’s growing digital economy.