By Adeyemi Adepetun
Telephone subscribers will, going forward, lose unused credit on their telephone lines after a prolonged period of inactivity. This is according to a proposed framework subjected to deliberations yesterday.
At the virtual ‘Stakeholders Engagement Forum on Unclaimed Recharges’, organised by the Nigerian Communications Commission (NCC), it was submitted that general unused prepaid credit would be forfeited after prolonged inactivity. The stakeholders added that airtime is non-refundable and should not be equated to cash.
Stakeholders noted that the framework matched with international best practices, especially in the U.S., EU, and India, among others, prioritising transparency and service alternatives over cash refunds.
Checks by The Guardian showed that while operators have connected about 316 million telephone lines since the telecoms revolution began over two decades ago, as of January 2025, industry data showed that 141.6 million of the lines have been active.
It must be stated that the NIN-SIM audit exercise completed last September also aided in bringing sanity to the sector.
In the draft framework, operators are expected to notify users about forfeiture policies and offer service alternatives (e.g., data/voice plans) instead of refunds, and there must be mandatory consumer education campaigns and awareness.
Accordingly, communications service providers have 90 days to implement rules; non-compliance risks fines/audits. The Commission reviews audits within 10 days.
Executive Vice Chairman of NCC, Dr Aminu Maida, in his opening speech, recalled that the telecommunications industry has long been a pillar of economic growth, financial inclusion, and digital transformation, saying that with the widespread reliance on mobile services, prepaid plans have provided millions of Nigerians with flexibility and affordability.
Maida, represented by the Executive Commissioner, Stakeholder Management, Rimini Makama, noted, however, that as the sector evolves, and in line with the commitment to ensuring Quality of Experience for telecoms consumers, “we must address emerging challenges, especially those that may compromise consumer rights. One of such is the fate of prepaid balances when accounts become inactive.”
According to him, striking the right balance between safeguarding consumer rights, ensuring effective regulatory oversight, and maintaining industry sustainability requires a collective effort.
He said 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.
Maida said subscribers have the right to reclaim their unused credit within one year, provided they can demonstrate ownership.
Providing more insights at the forum, NCC Head, Legal and Regulatory Services, Chizua Whyte, said the issue of unutilised and unclaimed recharges on churned subscriber lines represented both a consumer protection challenge and a regulatory opportunity.
She said that when subscribers are disconnected after extended periods of inactivity, as defined by our quality-of-service regulations, many leave behind unused credits.
She disclosed that the 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.
Referencing the draft, Whyte said: “Firstly, 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 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 unutilised recharges, ensuring transparency and accountability in the process.
According to her, the Commission has also outlined clear timelines for implementation, with operators expected to achieve full compliance within 90 days of issuance, alongside comprehensive consumer education and notification requirements.
She noted that in this digital age, where telecommunications services form the backbone of economic and social interactions, proper management of consumer credits becomes increasingly critical.
Whyte said the proposed Guidance aligned with NCC’s broader commitment to consumer protection while acknowledging the operational realities faced by licensees.
“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 stated.
