NCC develops framework for unclaimed recharges

Joy Agwunobi 

The Nigerian Communications Commission (NCC) has opened up fresh regulatory conversations aimed at safeguarding consumer interests and refining operational practices in the telecommunications industry.

In a recent stakeholder consultative forum, the Commission initiated discussions around a draft guidance framework for Unutilised and Unclaimed Subscribers’ Recharges—an issue that continues to affect millions of mobile users across the country.

This strategic regulatory move underscores the Commission’s ongoing commitment to developing a transparent and consumer-focused communications ecosystem to address lingering concerns about prepaid balances that remain unused or become unclaimed when subscriber lines go inactive.

According to the NCC, the deliberations form part of its broader mandate to craft regulatory instruments that not only protect end users but also provide clarity and direction for Mobile Network Operators (MNOs) as they navigate the evolving demands of Nigeria’s telecom environment.

Speaking at the forum, Aminu Maida, the executive vice chairman of the NCC, who was represented by Rimini Makama, the executive commissioner, stakeholder management, emphasised the necessity of a collaborative and well-balanced approach in resolving issues tied to dormant subscriber accounts and prepaid credit balances.

“The telecommunications industry has long stood as a cornerstone for economic growth, financial inclusion, and digital innovation in Nigeria, With millions of citizens relying on mobile services, especially through prepaid plans, it’s imperative that we proactively tackle emerging challenges that could undermine consumer rights,”  Maida noted.

He highlighted the issue of prepaid balances that remain on dormant lines as a pressing concern, pointing out that inactive accounts, if not properly managed, could lead to complications both for consumers and network operators.

Citing the Quality-of-Service Business Rules 2024, Maida explained that telecom operators are required to deactivate any prepaid line that fails to register a Revenue Generating Event (RGE) for six consecutive months. Should the inactivity continue for an additional six months, the affected line may then be recycled for use by another subscriber. Nonetheless, the regulation provides a one-year window during which the original user may reclaim their unused credit—provided they can prove ownership of the account.

“Striking a delicate balance between regulatory oversight, industry sustainability, and consumer protection is no easy task,” Maida acknowledged, adding “But this is precisely what we aim to achieve with this guidance framework. It must be inclusive, fair, and capable of maintaining the integrity of our telecommunications landscape.”

He reiterated the NCC’s commitment to establishing a framework that protects consumers without stifling innovation or competitiveness within the industry. “Our ultimate objective is to foster a telecom environment that is transparent, efficient, and fundamentally consumer-centric,” he added.

Similarly,  Chizua Whyte, head of legal and regulatory services at the NCC, reaffirmed the Commission’s statutory responsibility to protect subscribers while maintaining regulatory order in the telecoms industry.

She described the newly proposed Draft Guidance Framework on Unutilised and Unclaimed Subscribers’ Recharges as a proactive step toward deepening accountability and ensuring that both consumers and service providers operate within a clearly defined structure.

“The Draft Guidance seeks to establish clear, fair, and transparent procedures for managing unutilised prepaid balances,” Whyte said. “Our aim is to guarantee that subscribers retain rightful access to their purchased credits, while also offering mobile network operators the regulatory clarity they need to navigate such situations effectively.”

She outlined several critical provisions embedded in the draft, which collectively aim to close existing gaps in the management of dormant subscriber accounts and the treatment of unclaimed funds. Among the core proposals is the creation of a 12-month claim period for affected subscribers to retrieve their unused recharges, provided they can verify ownership of the number.

In addition, telecom operators will be required to undertake comprehensive audits of all churned numbers—lines that have been deactivated or recycled and provide the Commission with detailed records of unclaimed and unutilised balances. These records will serve as the foundation for regulatory monitoring and ensure that no funds are lost to ambiguity or oversight.

The framework also prohibits the monetisation of unclaimed recharges, directing that such balances be made accessible through service-based options instead. These could include voice call offerings, data bundles, or other value-added services that allow subscribers to use their outstanding credits on the same network.

Furthermore, the NCC has introduced a set of implementation timelines and compliance measures. Operators will be expected to meet all outlined requirements within 90 days of the framework’s official release. This includes deploying extensive consumer education campaigns and sending timely notifications to affected subscribers.

The Commission, on its part, has committed to reviewing all submitted audit reports within 10 days, ensuring that regulatory feedback is prompt and actionable. Non-compliance could result in regulatory sanctions, including fines and audits.

Whyte further stressed the need for joint action, stating: “Together, we can develop guidelines that are fair, practical and serve the collective interests of Nigerian consumers, operators, and our growing digital economy.”

The consultative forum further emphasised ongoing efforts to align the newly proposed framework with internationally recognised standards. According to highlights from the session, the framework is being benchmarked against global best practices, notably those adopted in the United States, the European Union, and India.