By CHIDIEBERE NWANKWO
The consistent complaint by telecom subscribers over the “disappearance” of their unused data and call recharge over a period of time will come to an end following a regulatory instrument initiated by the Nigerian Communications Commission (NCC).
The regulator, in seeking to address the issue, on Tuesday conducted a stakeholder engagement forum on un-utilised and unclaimed subscribers’ recharges, both on call airtime and data, in Abuja.
In his introductory speech, Executive Vice Chairman/CEO, Dr. Aminu Maida, noted that the stakeholders’ deliberation was critical to refining the Commission’s policies and ensuring that its regulatory approach aligns with the dynamic nature of the market.
His speech was delivered on his behalf by the Executive Commissioner, Stakeholder Management, Rimini Makama.
In his speech, the EVC pointed out that 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. He noted that subscribers have the right to reclaim their unused credit within one year, provided they can demonstrate 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?” he queried rhetorically.
Dr. Maida further established the goal of the stakeholders forum: “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”.
In her remarks, Head Legal & Regulatory Services of the NCC, Mrs. Chizua Whyte noted that the issue of unutilised and unclaimed recharges on churned subscriber lines represents both a consumer protection challenge and a regulatory opportunity. “When subscribers are disconnected after extended periods of inactivity as defined by our Quality of Service Regulations, many leave behind unused credits.
This Draft Guidance seeks to establish clear, fair, and transparent procedures for managing these funds, ensuring that subscribers maintain rightful access to their purchased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.”
Highlighting the key provisions of the draft guideline, Mrs. Whyte noted the inclusion of a 12-month window during which affected subscribers can claim unutilized recharges after their lines have been churned; mandatory comprehensive audits of all churned numbers and submission of detailed documentation of all unclaimed and unutilised recharges; and 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.
Mrs. Whyte disclosed that the Commission has also outlined clear timelines for implementation, with operators expected to achieve full compliance within ninety days of issuance, alongside comprehensive consumer education and notification requirements. “In this digital age, where telecommunications services form the backbone of our economic and social interactions, proper management of consumer credits becomes increasingly critical.”
She summised that the Draft Guidance represents another step forward in creating an environment of regulatory excellence that protects consumer interests while providing clarity to service providers.
The operators, during deliberations, sought clarity in areas such as duration and timelines; uniformity or otherwise of operators’ claims process mechanism; conditions for claims, among others.
They also recommended that the Commission establish a uniform and standardised claims procedure applicable to all operators to ensure consistency in implementation, a process that will put into consideration method of claim submission, Identity verification and Operator validation mode. – The claimant must have the same NIN information associated with the churned line.
the operators also opined that “if the Commission in its wisdom considers it necessary to transition to subscribers being given service options for unutilised recharges, then there should be clear definition of procedures for the conduct of due diligence for the concerned beneficiaries and conditions under which the concerned subscribers could claim the unutilised recharges.”
The NCC assured that it noted the recommendations, and will consider and incorporate them during the Technical Review process, pending the final document.
