The Nigerian Communications Commission (NCC) has embarked on a significant initiative to address the issue of unclaimed airtime on deactivated mobile lines, aiming to strike a balance between protecting consumer rights and maintaining operational efficiency within the telecommunications sector. The proposed framework, introduced during a stakeholder engagement forum in Abuja, introduces a 12-month grace period for subscribers to reclaim unused airtime after their lines have been deactivated, contingent upon successful verification of ownership. This move acknowledges the evolving telecommunications landscape in Nigeria and seeks to resolve emerging challenges that could potentially infringe on consumer rights.
The NCC recognizes the pivotal role the telecommunications industry has played in Nigeria’s economic growth, financial inclusion, and digital transformation. The widespread adoption of mobile services and the flexibility afforded by prepaid plans have undeniably benefited millions of Nigerians. However, with this growth comes the need to address new complexities, such as the accumulation of unclaimed airtime on inactive lines. The proposed framework seeks to tackle this issue head-on, providing a clear pathway for subscribers to reclaim their unused balances. This initiative underscores the NCC’s commitment to ensuring a fair and balanced telecommunications environment for both consumers and operators.
The proposed framework aligns with the Quality-of-Service Business Rules 2024, which stipulates a two-stage deactivation process for inactive prepaid lines. Initially, a line without revenue-generating activity for six months is deactivated. If this inactivity persists for another six months, the line is eligible for recycling. The new framework, however, introduces a critical layer of consumer protection within this process. By granting a one-year grace period following deactivation, subscribers retain the opportunity to reclaim their unused credit, preventing the outright forfeiture of their funds. This approach recognizes the potential for unforeseen circumstances leading to line inactivity and aims to provide subscribers with a reasonable timeframe for retrieval.
The NCC’s proposed framework aims to establish a transparent and accountable process for managing unclaimed airtime. Telecommunications operators will be required to conduct comprehensive audits of all churned numbers, meticulously documenting all unclaimed and unutilized recharges. This measure promotes transparency and ensures that operators are accountable for the proper handling of subscriber funds. Crucially, the framework stipulates that unclaimed recharges cannot be monetized by operators. Instead, these funds must be made available to the affected subscribers through various service options within the primary network, such as voice calls, data bundles, and value-added services. This provision prevents operators from profiting from inactive accounts while guaranteeing that subscribers retain access to the value they have purchased.
The NCC views the issue of unutilized and unclaimed recharges as both a consumer protection challenge and a regulatory opportunity. Recognizing that many disconnected subscribers leave behind unused credits, the proposed guidance aims to ensure continued access to these funds. Rather than simply reverting the unused airtime to the operator, the guidance mandates that these credits be made available for future use by the rightful owner through various service options. The NCC emphasizes its commitment to fostering a transparent and consumer-centric telecommunications landscape, with this initiative representing a significant step towards achieving that goal. The commission expects full compliance from operators within 90 days of the issuance of the guidance, underscoring the urgency and importance of this new framework.
This initiative reflects international best practices observed in regions like the United States, the European Union, and India, where transparency and providing service alternatives are prioritized over outright cash refunds. By offering subscribers a range of service options for utilizing their reclaimed credit, the framework promotes flexibility and empowers consumers to choose how best to use their funds. The stakeholder engagement forum played a vital role in shaping the final framework, allowing for valuable input and collaboration from various parties. The NCC’s emphasis on stakeholder engagement demonstrates a commitment to developing regulatory instruments that effectively address the needs of all parties involved in the telecommunications ecosystem. The 12-month grace period and the comprehensive audit requirements signal a significant step towards a more consumer-centric telecommunications sector in Nigeria, balancing the practical needs of operators with the fundamental rights of consumers.
