Telecom Operators, NCC Work on Operational Guidelines to Protect Consumers, Improve Services

Telecom operators in Nigeria, in collaboration with the Nigerian Communications Commission (NCC), are proposing new guidelines aimed at improving service transparency and addressing issues around inactive lines and unclaimed recharges.

According to recent NCC drafts, phone numbers linked to lines that remain unused for any revenue generating activity within a six-month period may soon be deactivated. If such inactivity continues for an additional six months, subscribers risk permanently losing their numbers unless the non-usage is proven to be due to a network-related fault.

The move is part of broader regulatory efforts to streamline telecom services and protect consumers. The proposed regulations also come on the heels of the NCC’s directive on tariff transparency.

Beginning July 29, 2024, telecom operators will be required to provide simplified and clear information about their pricing structures, including call rates, data charges, and other service costs.

“This measure is aimed at ensuring customers fully understand what they are paying for and to promote fair competition in the sector,” the NCC stated.

In addition to these proposals, telecom firms are being urged to audit their billing systems. This follows widespread complaints from subscribers about rapid and unexplained data depletion.

In May 2024, the NCC directed Mobile Network Operators (MNOs) to initiate independent audits to ensure data billing accuracy and accountability.

Although unclaimed recharges are yet to be directly addressed in the new guidelines, the NCC has hinted that future policies may cover refund mechanisms or credit rollover options for unused balances a long standing concern among subscribers.

With over 200 million active mobile lines in the country, the implementation of these new measures is expected to significantly impact how Nigerians interact with telecom services.