By Telecoms consumers whose mobile numbers have been churned may soon have claim of unutilized recharges provided they have proof of ownership of such lines.
That was part of the content of a draft policy document before the Nigeria Communications Commission (NCC), over which the regulator has met with key stakeholders to fine-tune every areas of the draft document known as: Draft Guidance on Unutilised and unclaimed Subscribers Recharges.
According to the document, there mush be established a 12-month window during which affected subscribers can after their lines have been churned, provided they can verify ownership. This balances consumer rights with operational practicality.
A key aspect of the provisions as stipulated in the document is the mandate from the NCC that telecoms operators must conduct comprehensive audits of all churned numbers and submit detailed documentation of all unclaimed and unutilized recharges, ensuring transparency and accountability in the process.
The Commission also directed 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.
The NCC 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.
Earlier in an address while welcoming the operators to the engagement, the Executive Vice Chairman if the NCC, Dr Aminu Maida stated that the draft document berthed out of the desire by the NCC to strike “the right balance between safeguarding consumer rights, ensuring effective regulatory oversight, and maintaining industry sustainability requires a collective effort, and 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.”
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.
However, he noted that subscribers have the right to reclaim their unused credit within one year, provided they can demonstrate ownership stressing that the Commission needs the input of the operators as to if the 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” he added.
In her remark, the Head of legal and Regulatory Services of the NCC, Mrs Chizua Whyte said 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.
She said that the issue of unutilized and unclaimed recharges on churned subscriber lines represents both a consumer protection challenge and a regulatory opportunity, saying that “when subscribers are disconnected after extended periods of inactivity as defined by our Quality of Service Regulations, many leave behind unused credits.”
She add: “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.”
