NCC gathers stakeholders to address challenges related to unutilized and unclaimed prepaid balances

Executive Vice Chairman/CEO of Nigerian Communications Commission (NCC), Dr. Aminu Maida, has stressed that striking the right balance between safeguarding consumer rights, ensuring effective regulatory oversight, and maintaining industry sustainability requires a collective effort.

He said this at the crucial virtual stakeholder engagement forum organized by the Commission on Unclaimed Recharges on April 8, 2025, where stakeholders from the telecommunications sector gathered to deliberate on addressing challenges related to unutilized and unclaimed prepaid balances.

According to him, “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.

Dr. Maida, who was represented by Rimini Makama, the Executive Commissioner for Stakeholder Management, welcomed participants, emphasizing the importance of the issue in safeguarding consumer rights and maintaining regulatory oversight.

According to him, “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.

“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.

“Today’s discussion is critical to refining our policies and ensuring that our regulatory approach aligns with the dynamic nature of the market. As we deliberate, I encourage open and constructive engagement, as your insights will be invaluable in shaping a framework that balances the interests of all stakeholders.

“I look forward to productive discussions and meaningful outcomes that will strengthen consumer trust and regulatory clarity. On behalf of the Nigerian Communications Commission, I thank you for your participation, and I wish us all a productive and successful forum”.

Mrs. Chizua Whyte, the NCC’s Head of Legal & Regulatory Services, followed with detailed insights on the draft guidance for managing unutilized and unclaimed subscriber funds. The guidance proposes a 12-month window for consumers to claim unused balances after their lines are deactivated, ensuring transparency and operational clarity for both consumers and operators. She explained that operators must submit audits of churned lines and refrain from monetizing unclaimed recharges. Instead, these funds must be made available to subscribers through alternative services such as data plans, voice offerings, or other value-added services.

The forum underscored the NCC’s commitment to creating a regulatory environment that prioritizes consumer protection while fostering industry growth. The draft guidance also sets out a 90-day implementation timeline, with strict penalties for non-compliance. Stakeholders were encouraged to contribute their insights and feedback, which will shape the final regulatory framework.

This forum marks a significant step towards ensuring that the Nigerian telecommunications sector remains transparent, accountable, and responsive to the needs of consumers while aligning with international best practices.