Submit details of unused subscribers credit, NCC directs MTN, others

Submit details of unused subscribers credit, NCC directs MTN, others

The Nigerian Communications Commission (NCC) has ordered Mobile Network Operators (MNOs) to submit all unclaimed and unutilized recharges of customers who stop using their lines.

This was disclosed on Tuesday during the Stakeholder Engagement Forum on Unclaimed Recharges.

The Executive Vice Chairman/CEO of NCC, Dr. Aminu Maida telecommunications industry has long been a pillar of economic growth, financial inclusion, and digital transformation.

He said with the widespread reliance on mobile services, prepaid plans have provided millions of Nigerians with flexibility and affordability.

Maida said, “As the sector evolves, and in line with our commitment to ensuring Quality of Experience for telecom consumers, we must address emerging challenges, especially those that may compromise consumer rights. One such is the fate of prepaid balances when accounts become inactive.

“Striking the right balance between safeguarding consumer rights, ensuring effective regulatory oversight, and maintaining industry sustainability requires a collective effort.”

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The CEO said 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.

He explained that subscribers have the right to reclaim their unused credit within one year, provided they can demonstrate ownership.

He said, “The broader debate remains—should 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 Head, Legal & Regulatory Services of NCC, Mrs. Chizua in her remark, said the draft guidance seeks to establish clear, fair, and transparent procedures for managing these funds.

Whyte said the guideline will ensure that subscribers maintain rightful access to their purchased credits while providing operators with regulatory clarity.

Some of the provisions of the draft guideline seen by THE WHISTLER include, establishing a 12-month window during which affected subscribers can claim unutilized recharges after their lines have been churned, provided they can verify ownership.

Whyte explained that the guideline “Requires operators to conduct comprehensive audits of all churned numbers and submit detailed documentation of all unclaimed and unutilized recharges, ensuring transparency and accountability in the process.

“Directing 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 Commission 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.”

Submit details of unused subscribers credit, NCC directs MTN, others