By Stanley Iwuoha
The Nigerian Communications Commission (NCC) is taking steps to address the issue of unclaimed recharge funds.
This is even as the Commission has proposed a framework to address the issue of unclaimed and unutilized subscriber funds.
Executive Vice Chairman Dr. Aminu Maida, confirmed this on Tuesday at an Industry Consultative Forum hosted the Commission on a regulatory instrument being developed to address the issue of unutilised and unclaimed recharges (for airtime and data) by telecom consumers in Abuja.
The event was hybrid featuring in-person and virtual participation by staff of NCC, telecoms companies and other concerned industry stakeholders.
According to the new draft by the Çommission, henceforth, all unused Prepaid Credit will be forfeited after prolonged inactivity, with airtime being non-refundable and not equivalent to cash.
As a way of safeguarding the consumer, operators are directed to notify users about forfeiture policies and offer service alternatives, such as data/voice plans, instead of refunds.
Also in the draft, the Commission directed operators to ensure mandatory consumer education campaigns and awareness on the unclaimed consumer funds.
The draft, however, cited some operational barriers across network service options such as impractical due to varying operator costs, administrative complexity, and airtime’s legal status as a consumable service.
However, the Commission justified the new guidelines, saying that the framework aligns with global standards, prioritizing transparency and service alternatives over cash refunds.
Speaking further, Maida emphasized the commission’s commitment to consumer rights and regulatory excellence in the sector.
The telecommunications industry has been a driving force behind Nigeria’s economic growth, financial inclusion, and digital transformation. With millions of Nigerians relying on mobile services, prepaid plans have become increasingly popular. However, the issue of unclaimed recharges has become a pressing concern.
According to the Quality-of-Service Business Rules 2024, prepaid lines without activity for six months are deactivated and may be recycled after another six months. Subscribers have the right to reclaim unused credits within a year if they prove ownership.
As a way out of the quagmire, the NCC said it is exploring practical solutions to address the issue of unclaimed recharges. Proposed solutions include: 12-Month Claim Window: A proposed 12-month window for subscribers to claim unutilized recharges after line deactivation; Operators will be required to conduct comprehensive audits and submit documentation on unclaimed recharges; the NCC will implement comprehensive education and notification requirements for consumers.
However, the NCC Boss said the Commission is committed to creating a fair, transparent, and consumer-centric telecommunications landscape.
The commission’s goal, according to him, is to balance consumer protection with industry efficiency and competitiveness, ensuring that the regulatory approach aligns with the dynamic nature of the market.
“The NCC’s efforts to address the issue of unclaimed recharges demonstrate its commitment to consumer rights and regulatory excellence. By working together with industry stakeholders, the commission aims to create a framework that protects consumers and promotes industry sustainability,” he added.
Earlier in her opening address, the head Legal and Regulatory Services of the Nigerian Communications Commission, Mrs. Chibzua Whyte
emphasized the importance of addressing the issue of unclaimed recharges, which she said affects millions of Nigerian subscribers and the processes of Mobile Network Operators (MNOs).
On implementation timeline, Whyte explained that the NCC has outlined a timeline for implementation, including 90-Day Compliance, in which operators are expected to achieve full compliance.
She said comprehensive consumer education and notification is imperstive to achieve the objective of the Commission on protecting the rights of the consumer and sustainable regulatory standards.
She reiterated NCC’s committed to transparent and collaborative regulation, working with industry stakeholders to develop fair and practical guidelines.
Meanwhile, the framework is a composition of stakeholders input collated over the last six months and pieced together by the Commission.
