Our goal is to arrive at a framework that protects consumers while ensuring the continued efficiency and competitiveness of the industry
— Dr. Aminu Maida
By Abdulrahman Aliagan, Abuja
In a progressive move aimed at safeguarding consumer rights and enhancing transparency in the telecom industry, the Nigerian Communications Commission (NCC) on April 8, 2025, hosted a hybrid stakeholder engagement forum in Abuja to unveil and deliberate on a regulatory framework addressing the management of unutilized and unclaimed subscriber recharges.
This consultative event brought together stakeholders from across Nigeria’s telecommunications ecosystem—ranging from NCC officials and mobile network operators to consumer advocacy groups and legal experts. The forum marks a defining step toward resolving a long-standing issue: what happens to airtime and data left unused on deactivated or churned subscriber lines?
For millions of Nigerians relying on prepaid mobile services, losing unutilized airtime due to prolonged inactivity has been a silent concern. Existing policies rooted in the “use it or lose it” doctrine meant that subscribers forfeited any unused credit after their lines remained inactive for a set period. While operators maintained this stance under operational and legal justifications, consumer advocates raised red flags, demanding fairer, more transparent solutions.
Dr. Aminu Maida, Executive Vice Chairman/CEO of the NCC, in a speech delivered on his behalf by Executive Commissioner Rimini Makama, underscored the need for a balanced approach: “Our goal is to arrive at a framework that protects consumers while ensuring the continued efficiency and competitiveness of the industry.”
Central to the forum was the presentation of the Draft Guidance on Unutilized and Unclaimed Subscribers’ Recharges, a document that outlines the proposed regulatory approach. It introduces a series of measures that seek to address the issue fairly and efficiently, in line with global best practices.
Key highlights include:
1. 12-Month Reclaim Period: Consumers whose lines have been churned (deactivated after 6 months of inactivity and another 6 months without reactivation) will now have a 12-month window to reclaim their unused credits, provided they can prove ownership.
2. Non-Monetization Rule: Operators are barred from converting unclaimed airtime into cash or profit. Instead, affected subscribers can access the unused value through service alternatives—such as voice plans, data packages, or other value-added services—on the same network.
3. Mandatory Consumer Notification & Education: Operators must proactively inform subscribers about the new policy. Extensive awareness campaigns will also be launched to ensure nationwide understanding of the changes.
4. Audit and Compliance: Telecom providers are mandated to conduct comprehensive audits of churned numbers and submit detailed reports to the NCC within a strict 90-day compliance window. The Commission, in turn, will review these reports within 10 working days.
5. Enforcement Measures: Non-compliant operators risk penalties including fines, regulatory sanctions, or further investigative scrutiny.
The NCC’s Draft Guidance is far from isolated—it mirrors regulatory approaches in countries like the United States, India, the United Kingdom, and Brazil, where unused prepaid balances are typically forfeited after inactivity, but only with prior consumer awareness and clear policies in place. Nigeria’s inclusion of a service-option alternative places it among countries prioritizing consumer access over monetization.
Mrs. Chizua Whyte, NCC’s Head of Legal and Regulatory Services, emphasized this alignment: “This Draft Guidance represents another step forward in creating an environment of regulatory excellence that protects consumer interests while providing clarity to service providers.”
While operators expressed concerns about administrative burdens, especially regarding cross-network implementation and verification processes, most agreed that the framework provides a clear path forward. The forum served as a platform for all stakeholders to voice feedback—some of which have been documented in the NCC’s official Comments and Responses annex.
Now, with the consultation phase underway and adjustments anticipated, the Commission is poised to finalize the regulatory instrument in the coming weeks.
As Nigeria deepens its commitment to digital inclusion and financial equity, the NCC’s efforts to regulate unclaimed and unutilized recharges reflect a broader shift toward consumer-centered governance. This draft framework—though technical in nature—has profound implications: it restores consumer confidence, reinforces industry accountability, and brings Nigeria in line with global telecom standards.
For consumers, it’s a signal that even the smallest unit of airtime counts. For operators, it’s a call to operate with greater transparency and responsibility. And for the Nigerian telecom sector as a whole, it is a decisive step into a more equitable digital future.
