Nigeria’s telecommunications regulator, the Nigerian Communications Commission (NCC), is holding a forum to discuss the issue of unclaimed mobile phone recharge credit, with the aim of finding a balance between consumer rights and industry sustainability.
Addressing stakeholders virtually on Tuesday, the NCC’s Executive Vice Chairman/CEO, Aminu Maida, acknowledged that the widespread use of prepaid mobile services in Nigeria has brought flexibility and affordability to millions. However, he highlighted the emerging challenge of what happens to unused credit when accounts become inactive.
Mr. Maida, whose speech was delivered by the Executive Commissioner for Stakeholder Management, Rimini Makama, stated that while the NCC’s 2024 Quality-of-Service Business Rules stipulate that inactive prepaid lines can be deactivated and eventually recycled, subscribers have a right to reclaim unused credit within a year if they can prove 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?” Mr. Maida posed to the forum. He emphasized that the NCC’s goal is to arrive at a framework that protects consumers while ensuring the continued efficiency and competitiveness of the telecommunications industry.
The NCC chief called for “open and constructive engagement” during the discussions, noting that the insights of all stakeholders would be invaluable in shaping a policy that balances their interests. He reaffirmed the Commission’s commitment to fostering a “fair, transparent, and consumer-centric telecommunications landscape.”
The forum is expected to delve into a draft guidance document outlining proposed procedures for managing unutilized and unclaimed subscriber recharges. Key aspects of this draft, as highlighted by the NCC’s Head of Legal & Regulatory Services, Mrs. Chizua Whyte, include a 12-month window for subscribers to claim unused credit after disconnection (with proof of ownership), mandatory audits of churned numbers by operators, and a directive that unclaimed recharges cannot be monetized but must be made available to affected subscribers through service options like voice and data plans. Operators would be given 90 days to implement the new rules.
The NCC synopsis of the consultative forum also indicated that the current framework aligns with international best practices, particularly in the US, EU, and India, which often prioritize transparency and service alternatives over cash refunds, citing operational barriers and the nature of airtime as a consumable service. Non-compliance with the new rules could result in fines and audits for service providers.
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