Unclaimed Airtime: NCC presents new guidelines to shield telecom consumers
By Patience Ikpeme
The Nigerian Communications Commission (NCC) has initiated a move to regulate the management of unutilized and unclaimed subscriber recharges in a bid to protect consumers and promote transparency in the telecommunications sector.
This was the focus of a virtual Stakeholders Engagement Forum organized by the Commission, which brought together industry experts, telecom operators, legal professionals, consumer rights advocates, and regulatory stakeholders. The event centered on deliberations over the Commission’s Draft Guidance on Unutilized and Unclaimed Subscribers’ Recharges in Nigeria’s telecommunications sector.
In his welcome remarks, the Executive Vice Chairman and Chief Executive Officer of the NCC, Dr. Aminu Maida—represented by the Executive Commissioner, Stakeholder Management, Rimini Makama—stated that the initiative was geared towards strengthening consumer protection within the fast-evolving telecommunications landscape.
He said as the telecom sector remains a key driver of economic growth, digital inclusion, and national development, emerging issues such as the fate of unused airtime on dormant or deactivated lines must be addressed. According to him, under the NCC’s Quality-of-Service Business Rules 2024, any prepaid subscriber line that records no revenue-generating activity for six months will be deactivated, and if the line remains dormant for another six months, it may be recycled.
However, Dr. Maida assured subscribers of a one-year window to reclaim any unused airtime or credit, provided they are able to prove ownership of the line. “The goal is to arrive at a framework that protects consumers while ensuring the continued efficiency and competitiveness of the industry,” he said.
Also speaking during the forum, the Head of Legal and Regulatory Services at the NCC, Mrs. Chizua Whyte, described the draft guidelines as a vital instrument for consumer protection while addressing operational realities faced by telecom operators.
She listed some of the core elements in the proposed framework, including: a 12-month grace period for subscribers to retrieve unutilized recharges on deactivated lines; mandatory audits and documentation by telecom operators on all unclaimed and unused credits; a clear restriction against converting unclaimed airtime into cash; a requirement for telecom providers to offer service-based compensation options such as data bundles, airtime, or value-added services to affected subscribers; launch of consumer awareness campaigns to inform users of their rights and the operators’ obligations; and a 90-day implementation timeline, with punitive measures for defaulting operators.
According to Whyte, these measures are aimed at striking a balance between consumer welfare and operational efficiency.
Participants at the forum noted that the draft framework reflects global best practices from jurisdictions such as the United States, the European Union, and India, where airtime is recognized as a consumable service rather than a monetary asset. This global approach, they argued, reduces the potential for abuse and limits refund complexities.
However, challenges such as interoperability limitations across networks, varying operational costs among telecoms, and regulatory constraints under existing Central Bank of Nigeria (CBN) policies were also brought to the fore during discussions.
Despite these hurdles, the Commission maintained its stance on the importance of consumer safeguards, regulatory clarity, and billing transparency. Stakeholders were assured that feedback from the forum would be carefully considered and integrated into the final version of the regulatory framework.
The proposed guidelines are expected to boost consumer confidence in the telecom sector, reduce disputes related to unclaimed airtime, and provide operators with a clear regulatory path. Many industry players consider the NCC’s approach as timely and necessary, especially in an era marked by changing consumer behaviors and rapid technological advancements.
