QoS: NCC engages stakeholders on unclaimed recharges for consumer protection, regulatory efficiency

*The Nigerian Communications Commission organises industry stakeholder engagement forum to address subscribers’ unclaimed recharges, and enhance regulatory efficiency in the telecoms ecosystem

Gbenga Kayode | ConsumerConnect

In line with its commitment to ensuring Quality of Experience (QoE) for telecoms consumers, the Nigerian Communications Commission (NCC) has organised a stakeholder engagement forum to address subscribers’ prepaid unutilised and unclaimed charges and/or account balances in the telecoms ecosystem in the country.

ConsumerConnect reports the industry event, which involved both in-person and virtual participation by staff of the NCC, telecoms companies, and other concerned industry stakeholders, held Tuesday, April 8, 2025.

It is also noted that the Commission, empowered through the Nigerian Communications Act 2003, has continued to develop and refine regulatory instruments governing the telecoms industry in the country.

In his welcome address on the occasion, Dr. Aminu Maida, Executive Vice-Chairman/Chief Executive Officer (EVC/CEO) of NCC, in his welcome address, highlighted measures the Commission is taking towards formulating a regulatory instrument to address the issue.

Represented at the hybrid forum by Rimini Makama, Executive Commissioner, Stakeholder Management at NCC, Dr. Maida who appreciated the participation of stakeholders in the industry consultative forum, affirmed the need to engage in “meaningful discussions on a matter that is important to both consumers and operators.”

The EVC/CEO also underscored the significance of the telecoms sector of the Nigerian economy over the decades.

He stated the telecommunications industry has long been a pillar of economic growth, financial inclusion, and digital transformation.

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

The Executive Vice-Chairman of NCC, however, observed that as the sector evolves, and in line with the Commission’s commitment to ensuring Quality of Experience (QoE) for telecoms consumers, the regulator “must address emerging challenges especially those that may compromise consumer rights.”

He affirmed that one of such is the fate of prepaid balances when accounts become inactive.

While addressing this challenge, Dr. Maida nonetheless emphasised the need to strike “the right balance between safeguarding consumer rights, ensuring effective regulatory oversight, and maintaining industry sustainability”

According to him, doing this requires a collective effort, as the consultative engagement forum presented an opportunity to explore practical solutions to the issue of unclaimed recharges in Nigeria.

QoS Business Rules 2024 on subscribers’ account inactivity, unclaimed credit

Maida, in his welcome address referenced the provisions contained the NCC’s Quality-of-Service Business Rules 2024.

He noted the regulatory instrument “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.”

The NCC Executive Vice-Chairman further explained that subscribers though have the right to reclaim their unused credit within a year, provided they can demonstrate ownership of such prepaid lines to their Mobile Telecoms Operators (MNOs) in the West African country.

“However, the broader debate remains—should operators be required to refund unused airtime, or should the principle of ‘use it or lose it’ prevail? Maida asked.

We’re poised to strengthen consumer trust, regulatory clarity: Dr. Maida

Affirming the fundamental objective of the stakeholder engagement forum, Dr. Maida declared: “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.”

According to the Executive Vice-Chairman of NCC, the discussion at the forum was critical to refining the Commission’s policies and ensuring that its regulatory approach aligns with the dynamic nature of the market.

He also averred the NCC looked forward to meaningful outcomes from the forum that would strengthen consumer trust and regulatory clarity in the Nigerian telecoms space.

“As we deliberate, I encourage open and constructive engagement, as your insights will be invaluable in shaping a framework that balances the interests of all stakeholders,” Dr. Maida stated.

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