In a decisive move to bolster consumer protection and deepen trust in Nigeria’s fast-evolving telecoms ecosystem, the Nigerian Communications Commission (NCC) has unveiled a draft policy offering a 12-month grace period for subscribers to reclaim unutilised airtime and data from deactivated mobile lines.
The proposal was revealed during a high-level stakeholder forum in Abuja, drawing participation from telecom operators, consumer advocacy groups, and industry experts. It marks a pivotal evolution in the Commission’s regulatory agenda and affirms its role as a proactive, consumer-first regulator.
Speaking at the forum, Dr. Aminu Maida, Executive Vice Chairman of the NCC, represented by Ms. Rimini Makama, Executive Commissioner for Stakeholder Management, reiterated the Commission’s mission to strike a sustainable balance between consumer rights and industry stability.
“As we evolve, we must ensure consumers are not left behind,” Dr. Maida stated. “Our goal is to create a regulatory framework that balances consumer rights with operational practicality.”
Understanding the New Draft Guidance
The newly proposed Draft Guidance on Unutilised and Unclaimed Recharges builds upon the Quality of Service Business Rules 2024, which mandate that prepaid lines with no revenue-generating activity for six months be deactivated, with a further six-month window before potential recycling.
Key updates from the new guidelines include:
- 12-Month Reclaim Window
Subscribers can recover unused airtime and data up to 12 months after line deactivation, subject to verification of ownership.
- Non-Monetisation Rule
Unclaimed balances cannot be converted to cash. Recovery will be offered exclusively as telecom services; voice, data, or value-added offerings.
- Mandatory Consumer Awareness Campaigns
Telecom operators will be required to educate subscribers on the new rules, the reclaim process, and their rights under this framework.
- Strict Compliance and Audits
Operators have 90 days from final approval to comply and must conduct internal audits, maintain detailed records of deactivated lines, and report unclaimed credits to the NCC.
Global Alignment with Local Nuance
At the heart of the proposed reforms is a shift towards international best practices. According to Mrs. Chizua Whyte, Head of Legal and Regulatory Services at NCC, the approach is designed to offer practical, service-oriented restitution, not financial compensation.
“We are adopting global standards that emphasise transparency and solutions that work within our market context,” she said.
The Commission was clear in its position: airtime is a consumable utility, not a financial asset. The goal is to protect consumers’ investments in telecom services while preserving market innovation and operator viability.
A Regulator with a Human-Centric Vision
This proposed framework is another step forward in the NCC’s broader mission to create a transparent, inclusive, and resilient telecommunications landscape. It underscores the Commission’s resolve to elevate consumer rights without hampering growth, especially as telecom services become increasingly central to Nigeria’s digital economy and financial inclusion agenda.
By addressing long-standing concerns around line deactivation and lost airtime, the NCC sends a strong message: in Nigeria’s digital future, no consumer is to be left behind.
