Abuja, April 9, 2025 – The Nigerian Communication Commission (NCC) says it is committed to fostering fair, transparent, and consumer-centric telecommunications landscape as it prepares guidelines on prepaid balance for telecom operators.
Dr Aminu Madia, the Chief Executive of the Commission, expressed this commitment during a stakeholders’ forum on draft guidance on unutilized and unclaimed subscribers’ recharges held on April 8.
Maida, who was represented by Rimini Makama, the NCC Executive Commissioner (Stakeholder Management), said that NCC must address the emerging challenges that might compromise consumer rights in line with its commitment to ensuring Quality of Experience for telecom consumers.
He said one of such is the fate of prepaid balances when accounts become inactive.
The NCC boss said striking the right balance between safeguarding consumer rights, ensuring effective regulatory oversight, and maintaining industry sustainability required a collective effort.
“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.
“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.”
Mrs. Chizua Whyte, the Head of Legal and Regulatory Services in the NCC, said the issue of unutilized and unclaimed recharges on churned subscriber lines represented both a consumer protection challenge and a regulatory opportunity.
When subscribers are disconnected after extended periods of inactivity as defined by our Quality-of-Service Regulations, many leave behind unused credits.
She said the Draft Guidance sought to establish clear, fair, and transparent procedures for managing these funds, ensuring that subscribers maintain rightful access to their purchased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.
Whyte listed the key provisions of this Draft Guidance to include:
Firstly, establishing a 12-month window during which affected subscribers can claim unutilized 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 unutilized recharges, ensuring transparency and accountability in the process.
Thirdly, directing that unclaimed recharges cannot be monetized, 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.
The NCC director said the Commission had also outlined clear timelines for their implementation with operators expected to achieve full compliance within 90 days of issuance, alongside comprehensive consumer education and notification requirements.
“In this digital age, where telecommunications services form the backbone of our economic and social interactions, proper management of consumer credits becomes increasingly critical.
“The proposed Guidance aligns with our broader commitment to consumer protection while acknowledging the operational realities faced by our licensees. The Nigerian Communications Commission and stakeholders across the industry have worked diligently to advance our communications ecosystem.
“This Draft Guidance represents another step forward in creating an environment of regulatory excellence that protects consumer interests while providing clarity to service providers.
“Your input and comments during this session will be vital in refining this Guidance. We value your expertise, experience, and insights as we work to ensure the final framework serves the needs of all stakeholders,’’ she said. (GBN)
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