The Nigerian Communications Commission has proposed a new policy that would allow telecom subscribers a 12-month window to reclaim unused airtime from deactivated lines, as part of efforts to enhance consumer protection in the telecommunications sector.
According to The PUNCH, the proposal was unveiled during a virtual stakeholder engagement forum held on Tuesday in Abuja. Speaking at the forum, the Executive Vice Chairman of the NCC, Dr. Aminu Maida—represented by the Executive Commissioner for Stakeholder Management, Rimini Makama—said the measure aims to strike a balance between consumer rights and operational demands in the fast-evolving telecom industry.
“The telecommunications sector continues to play a crucial role in Nigeria’s digital and economic growth,” Maida said.
“However, as the industry evolves, we must address emerging issues like the fate of unused airtime on inactive lines to safeguard consumer interests.”
Under the current Quality-of-Service Business Rules 2024, a prepaid line that remains inactive for six months is deactivated. If it continues to be inactive for another six months, the number may be recycled.
The proposed framework, however, allows subscribers whose lines have been churned to reclaim their unused airtime within one year, provided they can verify ownership.
“The debate remains whether operators should refund unused airtime or if the ‘use it or lose it’ principle should apply,” Maida added. “We aim to find a regulatory middle ground that protects consumers while sustaining industry efficiency.”
During the session, the NCC’s Head of Legal and Regulatory Services, Mrs. Chizua Whyte, presented details of the Draft Guidance on Unutilised and Unclaimed Subscribers’ Recharges.
“First, the draft provides a 12-month window for subscribers to reclaim unutilised recharges, provided they can establish ownership,” she explained. “This ensures a balance between protecting subscribers and recognizing the operational realities faced by telecom providers.”
She also noted that telecom operators will be required to conduct thorough audits of all churned numbers and submit records of unclaimed and unused airtime, ensuring transparency and accountability.
“Importantly, these unclaimed recharges must not be monetised,” Whyte emphasized. “Instead, they should be made available as service options—such as voice, data, or value-added services—on the subscriber’s original network.”
She described the issue of unclaimed credits as both a consumer rights concern and a regulatory opportunity, especially when disconnections result in the loss of user-purchased airtime.
The proposed framework mandates that operators comply fully within 90 days of its release, including launching consumer awareness campaigns and providing clear notifications to users.
Whyte added that the initiative mirrors global best practices observed in countries such as the United States, India, and members of the European Union, where transparency and non-monetary alternatives are preferred over direct cash refunds.
“The Commission remains committed to creating a fair, transparent, and consumer-focused telecom environment,” she said. “Today’s engagement has offered valuable input that will shape the final policy.”
