NCC Moves to Protect Consumers’ Unused Airtime in New Regulatory Push

NCC Moves to Protect Consumers’ Unused Airtime in New Regulatory Push

The Nigerian Communications Commission (NCC) has opened a major policy conversation around unutilized prepaid airtime and data, with a view to safeguarding consumer rights while sustaining industry balance. This was the focus of an Industry Consultative Forum held in Abuja earlier today.

At the heart of the discussion was a proposed regulatory framework addressing the fate of unclaimed prepaid recharges left behind by telecom consumers — particularly those whose lines become dormant or are eventually deactivated.

Delivering a keynote address on behalf of the Executive Vice Chairman/CEO of the NCC, Dr. Aminu Maida, the Executive Commissioner for Stakeholder Management, Rimini Makama, noted that while prepaid plans have empowered millions of Nigerians with affordability and flexibility, they have also created new regulatory concerns.

“One of the emerging issues we must tackle is what happens to the unused balances when lines become inactive,” Makama said, adding that the Commission is committed to a regulatory model that ensures consumer protection without stifling innovation or industry efficiency.

He explained that under the Quality-of-Service Business Rules 2024, a prepaid line with no Revenue Generating Event (RGE) for six months must be deactivated. If inactivity continues for another six months, the number is eligible for recycling. However, consumers still have the right to reclaim any remaining balance within a 12-month window, as long as they can verify ownership.

A major debate from the forum revolved around whether operators should refund unused airtime or maintain a “use it or lose it” policy. Makama stressed that the forum’s ultimate goal is to develop a balanced, practical, and enforceable policy that prioritizes fairness, transparency, and accountability.

Mrs. Chizua Whyte, NCC’s Head of Legal and Regulatory Services, presented the highlights of the proposed Draft Guidance. She noted that it aims to:

• Guarantee a 12-month grace period for consumers to reclaim unused airtime/data, subject to proof of ownership.

• Mandate audits of churned numbers by operators, ensuring a clear record of all unclaimed balances.

• Prohibit monetization of unclaimed balances, instead requiring operators to return value to subscribers in the form of voice, data, or value-added services.

Operators will have 90 days from the issuance of the framework to comply, with a strong emphasis on consumer education and proactive notifications to affected users.

The regulatory effort is part of the NCC’s broader mission to deepen trust and fairness in Nigeria’s telecommunications space, especially in an era marked by rapid digital growth and increasing reliance on mobile services.

The forum, attended by stakeholders across the telecom ecosystem, signals a crucial step toward building a more transparent and consumer-aligned telecom environment in Nigeria.