NCC proposes 12-month grace to reclaim airtime on deactivated lines

 By Agboola Aluko, GLiDE NEWS – Abuja

T he Nigerian Communications Commission (NCC) has proposed a 12-month grace period for telecom subscribers to reclaim unused airtime on deactivated lines, in a bid to enhance consumer protection and align regulatory frameworks with evolving digital realities.

The proposal was unveiled during a virtual stakeholder engagement forum held in Abuja on Tuesday. Dr. Aminu Maida, the Executive Vice Chairman/CEO of the NCC, who was represented by the Executive Commissioner for Stakeholder Management, Rimini Makama, emphasized that the new policy aims to strike a balance between consumer rights and operational demands within the telecommunications industry.

According to Maida, while the sector has significantly contributed to economic growth, financial inclusion, and Nigeria’s ongoing digital transformation, emerging challenges necessitate updated guidelines—particularly around inactive prepaid accounts and unused airtime.

He cited the Quality-of-Service Business Rules 2024, which mandate the deactivation of any prepaid line without revenue-generating activity for six months. If the inactivity persists for another six months, the line may be recycled. However, under the new framework, subscribers whose lines have been churned would now have a 12-month window to reclaim their unused airtime, provided they can verify ownership of the line.

“The debate remains whether operators should refund unused airtime or uphold the principle of ‘use it or lose it.’ Our goal is to create a framework that protects consumers while supporting industry efficiency,” Maida said.

Also speaking at the forum, Mrs. Chizua Whyte, Head of Legal and Regulatory Services at the NCC, described the Draft Guidance on Unutilised and Unclaimed Subscribers’ Recharges as a major step towards building a more vibrant and transparent telecoms market.

She outlined three core provisions of the draft:

1. Twelve-Month Redemption Period: Affected subscribers can reclaim their unused recharges within one year of line churn, contingent on ownership verification.

2. Mandatory Operator Audits: Service providers must conduct audits of churned numbers and submit detailed reports on all unutilized and unclaimed airtime.

3. Non-Monetisation Clause: Unclaimed recharges must be made available through service alternatives—such as voice, data, or value-added services—rather than being refunded in cash.

Whyte noted that many subscribers inadvertently lose access to their purchased credits following prolonged inactivity and subsequent disconnection. She explained that the proposed framework not only safeguards user rights but also provides telecom operators with regulatory clarity.

Operators will be expected to fully comply with the new guidelines within 90 days of their official release. The commission also mandates a comprehensive consumer education campaign to ensure public awareness of the changes.

Drawing parallels with global best practices in regions such as the United States, European Union, and India, Whyte emphasized that prioritizing transparency and service-based alternatives is the modern standard over monetary reimbursements.

“The NCC remains committed to fostering a fair, transparent, and consumer-centric telecom landscape,” she concluded, adding that the stakeholder forum was instrumental in gathering input that will shape the final framework.