NCC: Stakeholders’ forum on subscribers’ unclaimed recharges testament to transparent regulation

*The Nigerian Communications Commission says the recent stakeholders’ forum on the Draft Guidance on Unutilised and Unclaimed Subscribers’ Recharges is a testament to its commitment to transparent, collaborative, and robust regulation in the country’s telecoms ecosystem

Gbenga Kayode | ConsumerConnect

The Nigerian Communications Commission (NCC) has said the recent hybrid stakeholders’ forum on the Draft Guidance on Unutilised and Unclaimed Subscribers’ Recharges in the Nigerian Communications Sector is a testament to the Commission’s commitment to transparent and collaborative regulation in the country’s telecoms environment.

ConsumerConnect reports the NCC, which noted this at the forum, restated its commitment to upholding the highest standards of service while ensuring that the telecoms industry continues to evolve and thrive in Nigeria.

Mrs. Chizua Whyte, Head of Legal and Regulatory Services at NCC, in her opening remarks delivered at the event, stressed the Commission would appreciate the contributions of other industry stakeholders to have a robust regulatory framework for telecoms subscribers’ unclaimed accounts in the ecosystem.

Whyte stated: “We value your expertise, experience, and insights as we work to ensure the final framework serves the needs of all stakeholders.”

The NCC Head of Legal and Regulatory Services also noted explained that the forum represents “a crucial step in fulfilling the Commission’s mandate to create and develop regulatory instruments that foster a vibrant communications market and regulatory environment benefiting all stakeholders.”

Referencing the provisions in the Nigerian Communications Act 2003, she said the NCC had continued to develop and refine regulatory instruments governing the telecoms industry in the West African country.

Whyte: Unclaimed recharges affect millions of Nigerian telecoms consumers

Underlining the strategies importance of the session, Mrs. Whyte acknowledged the burning issue of unutilised and unclaimed subscribers’ recharges affects millions of Nigerian subscribers, and also impacts the processes of the Mobile Network Operators (MNOs).

The top official of the telecoms sector regulatory Commission stated: “The issue of unutilised and unclaimed recharges on churned subscriber lines represents both a consumer protection challenge and a regulatory opportunity.

“When subscribers are disconnected after extended periods of inactivity as defined by our Quality of Service Regulations, many leave behind unused credits.”

She emphasised that the Draft Guidance on the matter, therefore, “seeks to establish clear, fair, and transparent procedures for managing these funds, ensuring that subscribers maintain rightful access to their purchased credits while providing operators with regulatory clarity.”

Key provisions of Draft Guidance, by NCC

Reeling off the major provisions of the Draft Guidance on Unutilised and Unclaimed Subscribers’ Recharges, the Head of Legal and Regulatory Services disclosed firstly, establishing a 12-month window during which affected subscribers can claim unutilised recharges after their lines have been churned, provided they can verify ownership.

Mrs. Whyte said this provision balances consumer rights with operational practicality.

The official stated: “Secondly, requiring operators to conduct comprehensive audits of all churned numbers and submit detailed documentation of all unclaimed and unutilised recharges, ensuring transparency and accountability in the process.

“Thirdly, directing that unclaimed recharges cannot be monetised 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.”

MNOs’ need for consumer education and notification

According to her, the Commission has also outlined clear timelines for implementation, with operators expected to achieve full compliance within 90 days of issuance, alongside comprehensive consumer education and notification requirements.

She also explained that this digital age, telecoms services form the backbone of our economic and social interactions, and proper management of consumer credits becomes increasingly critical in the telecoms space.

Whyte noted: “The proposed Guidance aligns with our broader commitment to consumer protection while acknowledging the operational realities faced by our licensees.

“The Nigerian Communications Commission and stakeholders across the industry have worked diligently to advance our communications ecosystem.

“This Draft Guidance represents another step forward in creating an environment of regulatory excellence that protects consumer interests while providing clarity to service providers.”

The NCC Head of Legal and Regulatory Services told the industry stakeholders: “Your input and comments during this session will be vital in refining this Guidance.”

Mrs. Whyte added: “Together, we can develop guidelines that are fair, practical and serve the collective interests of Nigerian consumers, operators, and our growing digital economy.”

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