The Nigerian Communications Commission (NCC) has proposed a 12-month grace period allowing telecom subscribers to reclaim unused airtime from deactivated mobile lines, in a move aimed at strengthening consumer protection in the evolving telecommunications sector.
The proposal was unveiled during a virtual stakeholder engagement forum held in Abuja. Speaking at the event, NCC’s Executive Vice Chairman/CEO, who was represented by the Executive Commissioner for Stakeholder Management, said the initiative seeks to strike a balance between protecting consumer rights and sustaining operational efficiency in the industry.
He explained that as mobile services continue to drive economic growth, digital transformation, and financial inclusion in Nigeria, it has become important to address challenges arising from inactive prepaid lines and unclaimed airtime.
Under the draft Quality-of-Service Business Rules 2024, any prepaid line with no revenue-generating activity for six months is to be deactivated, and if inactivity persists for another six months, the line may be recycled. However, the new framework proposes that affected subscribers will have up to 12 months to reclaim unused airtime, provided they can verify ownership of the deactivated line.
The initiative also introduces strict audit requirements for operators. They are to conduct thorough reviews of churned numbers and report all unclaimed and unused recharges to the commission, ensuring transparency in the process. Notably, the NCC has made it clear that such unused airtime cannot be converted to cash but must be provided to the subscriber as network services, including voice calls, data bundles, or value-added offerings.
According to the Head of Legal and Regulatory Services at the NCC, the draft guideline is a key step in addressing both regulatory gaps and consumer protection concerns. She noted that the move would bring clarity to telecom operators while ensuring that subscribers retain access to their purchased credits, even after line deactivation.
She further emphasized that the proposal aligns with global best practices seen in regions like the United States, European Union, and India, where refunds are typically offered through service alternatives rather than monetary returns.
Operators will be expected to fully comply within 90 days of the guideline’s final approval, including conducting consumer education campaigns and issuing clear notifications. The commission affirmed its commitment to fostering a transparent, fair, and consumer-focused telecom sector.
