The Nigerian Communications Commission (NCC) has stated that mobile phone subscribers have the right to reclaim unused credit within one year provided they can demonstrate ownership.
Executive Vice Chairman of NCC, Dr. Aminu Maida disclosed this on Tuesday during a stakeholder engagement forum on unclaimed recharges.
Maida who was represented by the Executive Commissioner, Stakeholder Management, Rimini Makama said the commission is committed to addressing issues that concerns consumer rights.
He said,”the telecommunications industry has long been a pillar of economic growth, financial inclusion, and digital transformation. With the widespread reliance on mobile services, prepaid plans have provided millions of Nigerians with flexibility and affordability.
“However, as the sector evolves, and in line with our commitment to ensuring Quality of Experience for telecom consumers, we must address emerging challenges especially those that may compromise consumer rights. One of such is the fate of prepaid balances when accounts become inactive.
“Striking the right balance between safeguarding consumer rights, ensuring effective regulatory oversight, and maintaining industry sustainability requires a collective effort, and this forum presents an opportunity to explore practical solutions on this subject. At the heart of our discussions today is the issue of unclaimed recharges.
“The Quality-of-Service Business Rules 2024 stipulates that a prepaid line without a Revenue Generating Event for six months must be deactivated, and if inactivity persists for another six months, the line may be recycled. Subscribers have the right to reclaim their unused credit within one year, provided they can demonstrate ownership,” he said
He reiterated that the NCC remains committed to fostering a fair, transparent, and consumer-centric telecommunications landscape.
“However, the broader debate remains—should operators be required to refund unused airtime, or should the principle of “use it or lose it” prevail? Our goal is to arrive at a framework that protects consumers while ensuring the continued efficiency and competitiveness of the industry. The Commission remains committed to fostering a fair, transparent, and consumer-centric telecommunications landscape.,” he said
On her part, the head legal and regulatory services, Mrs Chizua Whyte said the forum will address the issue of unutilized and unclaimed recharges on churned subscriber lines represents both a consumer protection challenge and a regulatory opportunity.
She said the draft Guidance seeks to establish clear, fair, and transparent procedures for managing these funds, ensuring that subscribers maintain rightful access to their purchased credits while providing operators with regulatory clarity.
“Firstly, establishing a 12-month window during which affected subscribers can claim unutilized recharges after their lines have been churned, provided they can verify ownership. This balances consumer rights with operational practicality.
“Secondly, requiring operators to conduct comprehensive audits of all churned numbers and submit detailed documentation of all unclaimed and unutilized recharges, ensuring transparency and accountability in the process.
“Thirdly, directing that unclaimed recharges cannot be monetized but must be made available through service options to the affected subscribers, including voice offerings, data plans, and value-added services on the primary network,” she said.
