Consumer Code of Practice

1. Service Provision

We provide clear information about our services, plans, and pricing. Installations are completed within 10 working days where technically feasible. Customers receive transparent communication about service availability in their area before signing up.

2. Billing Transparency

All customers receive monthly billing statements with no hidden charges. Bills clearly show the subscription plan, amount due, payment due date, and any applicable taxes. We provide advance notice of any price changes.

3. Complaint Handling

We are committed to resolving customer complaints promptly:

• All complaints are acknowledged within 24 hours
• Resolution is provided within 5 working days
• Unresolved complaints can be escalated to the NCC Consumer Affairs Bureau
• Customers can reach us via phone, email, WhatsApp, or in-person at our office

4. Service Quality Standards

We maintain high Quality of Service (QoS) standards:

• Network Availability: ≥98% uptime
• Packet Loss: ≤1%
• Latency: ≤40ms for local traffic
• Support Response: Within 2 hours for critical issues

We continuously monitor our network to ensure these standards are met and exceeded.

5. Data Protection & Privacy

Customer data is processed in accordance with our Privacy Policy and the Nigeria Data Protection Act (NDPA) 2023. We implement robust security measures to protect your personal information and never share it without your consent, except as required by law.

6. Advertising & Marketing

All our promotions and advertisements are truthful and not misleading. We clearly state terms and conditions for any promotional offers, including duration, eligibility, and any restrictions that may apply.

7. Service Termination

Customers may terminate their service at any time after clearing all outstanding dues. We require 30 days' notice for termination. Equipment must be returned in good condition. No penalties are charged for termination after the initial contract period.

8. Compensation & Refunds

Customers are entitled to compensation for service outages exceeding 48 continuous hours (excluding force majeure events). Refunds are calculated on a pro-rata basis and credited to the next billing cycle or refunded upon request.

9. Review & Approval

This Consumer Code of Practice is reviewed annually and submitted to the Nigerian Communications Commission (NCC) for approval. Updates are published on our website and communicated to customers.