Telequip Consumer Code

S/N	CRITERIA FOR NON-VAS
1	PROVISION OF INFORMATION TO CONSUMERS
a	Descriptions of Services: Telequip & Digital provide internet services to customers, we have services ranging from IP Services (IP Access, IP Transit, Fast Connect; IPLC Services. wEprovides high-speed satellite internet connectivity under the YahClick Unlimited 100 service plans, designed to deliver reliable broadband coverage across key regions. For detailed description and pricing of our services, please send an email to info@Telequip & Digital.net
b	Service Contracts Telequip & Digital shall make available on request, a copy of a contract or agreement for the provision of services, set out in plain and clear language. Information regarding any compensation, refund or other arrangements which may apply if contracted quality service levels are not met. The procedures and methods of resolving disputes in respect of the service contract. Information on any contractual warranty relating to the services and how such warranty may be obtained. In addition, information on maintenance services offered by Telequip & Digital shall be provided to the customer prior to the parties entering into a contract for services. Where a contract for services is subject to upgrade options, Telequip & Digital will provide its customers with clear and complete information regarding the upgrade terms, including any changes in service performance and any fees or charges resulting from the upgrade.
c	Pricing Information Telequip & Digital shall ensure that prospective customers receive full information on the terms and conditions applicable to the service prior to the provision of the service. Such information will include the applicable rates or charges, the services covered by the charge and information on the elements of the charge and method of its calculation; the frequency of the charge or other circumstances that give rise to the charge; and whether the charges or elements thereof are subject to change from time to time. Where such charges are subject to change, the customer will be informed of the circumstances of such changes. Telequip & Digital offers YahClick satellite internet service under the following plans: Plans Offered: YahClick Unlimited 100 JU 12UPF and YahClick Unlimited 100 HN 12UPF Beams Covered: AY2 – 50, 51, 57 & 61; AY3 – 113 & 115 Included Data Volume: 100 GB per month Prices: ₦66, 000.00 per Month Download Speed: 16-25 Mbps (Megabytes per Second) Upload Speed: >3 Mbps (Megabytes per Second) These plans are available exclusively to new customers or new Subscriber Account Numbers (SANs). Migrations between plans or platforms are not permitted.
d	Contract Terms and Termination All contracts for service itself shall contain information regarding the following: Information of the term of the contract (the commencement date; minimum contract term; minimum contract period and manner and consequences of termination; situation when early termination is possible and the method of calculating charges payable on such early termination. The conditions and terms of renewal of the contract, if applicable. Terms and conditions relating to situations that may give rise to interruption, suspension or discontinuation of the service. Terms and conditions relating to the delivery, installation or activation of the service. Conditions and terms of, and fees chargeable for the disconnection and reconnection of services. Information on the service quality level offered, the waiting time for initial connection and any service areas and coverage maps if available. Terms and Conditions • New customers/New SANs can only subscribe to the plans available. ▪ Each site will have a 24-month commitment from activation date. • Customers have 3 (Three) Month to complete installations. • Customers should be aware that all subscriptions are on a 24 Months commitment. • CPE Purchase Order: ▪ A purchase order is required to release customer premises equipment (CPEs). • Subscription – Payments to be made 24 months in advance all sites. • Billing implementation – ▪ For the initial invoice, the customer will be charged for a full year upfront (24 months) with an additional prorated amount to cover the remaining days in the current month. ▪ The initial invoice covers a full year of service (24 months). Following this, customer will receive 24 months with no additional charges. After this 2-year period, if a new agreement isn't reached (extended), your billing will automatically switch to a monthly basis. ▪ Duration of 24 months is calculated from date of activation. Lock duration will not be considered extending this period. • Payments for hardware and subscription will be in Naira. ▪ Any outstanding payments towards the upfront payment is required immediately. • Catalogue: ▪ Only 24MM upfront payment plans are available on both HN and Jupiter platform. • Migrations not allowed. • Locks allowed but no discount will be provided. • Termination clause: If customer terminates, Telequip & Digital will retain the remaining balance. • Telequip & Digital reserves the right to claw back any Incentive in case of arbitrage/fraud detection to manipulate the promotion mechanism. • Telequip & Digital can withdraw the offer at any time under its own discretion and will provide 30 days written notice.
e	Product warranties and Maintenance Information on any contractual warranty relating to the services and how such warranty may be obtained. In addition, information on maintenance services offered by Telequip & Digital shall be provided to the customer prior to the parties entering into a contract for services. Where a contract for services is subject to upgrade options, Telequip & Digital will provide its customers with clear and complete information regarding the upgrade terms, including any changes in service performance and any fees or charges resulting from the upgrade.
f	Fault Repair and Service Interruption Customers shall make complaints for service interruptions in accordance with Telequip & Digital’s complaint handling procedure as stated in Paragraph 7 of this Code Telequip & Digital shall ensure that fault repairs are carried out in accordance with relevant fault repair standards set out in the Commission’s Quality of Service Regulations (or as otherwise directed by the Commission from time to time) or as documented in service order forms provided to the customer. Telequip & Digital shall ensure that prospective customers receive full information on service interruption and compensation in terms of service credits and this shall be adequately stated in the applicable Service Order Forms.
g	Subscription of Service Telequip & Digital provides high-speed satellite internet connectivity under the YahClick Unlimited 100 service plans, designed to deliver reliable broadband coverage across key regions. Available Plans YahClick Unlimited 100 JU 12UPF YahClick Unlimited 100 HN 12UPF Each plan includes: Data Volume: 100 GB monthly Access Technology: YahClick satellite service via Jupiter (JU) or HughesNet (HN) platforms These plans are optimized for consistent internet access across designated beam zones and are suitable for residential, commercial, and enterprise use cases requiring moderate data consumption. Platform Options Customers can choose between two YahClick platforms based on regional availability and performance preferences: JU (Jupiter): Offers efficient throughput with modern bandwidth management HN (HughesNet): Established platform with broad compatibility and robust service delivery Billing & Payment Terms Upfront Payment: All sites must pay 12 months of subscription charges in advance. Initial Invoice: Customers will be invoiced for: A full 12-month period, plus A prorated amount to cover any remaining days in the activation month. The second 12-month period will be provided with no additional charge. If no new agreement is reached after the initial term, billing will automatically transition to a monthly cycle. Duration of service is calculated from the activation date. Lock periods (if any) do not extend the 12-month billing term. Outstanding payments toward the upfront invoice are to be cleared immediately. Only 12-month upfront (12MM) payment plans are offered on both the HN and Jupiter platforms.
2	ADVERTISING AND REPRESENTATION OF SERVICES Telequip & Digital shall comply with the Advertising Practitioners Council of Nigeria’s (APCON) Code of Advertising Practice and all applicable Rules and Regulations with respect to advertising and representation of the promotion of its services to the general public. Availability of Services Telequip & Digital shall ensure: That all known or reasonably foreseeable geographical or technical limitations with respect to availability of services or which may affect the performance of services to consumers is clearly indicated on advertising materials used in the promotion of a service That all known or reasonably foreseeable limitations with respect to a service offering shall be clearly stated in its advertising materials if such a limitation will restrict the service offering to: a particular group of people; a partial zone, region or other geographical area within the country; a particular period of time; or through the limited availability of equipment, facilities or other materials. Advertising of package services That Telequip & Digital is able to supply all components of a service package which it represents as part of that package and where it is unable to do so, to provide information on any limitations in the advertising materials. Further to the above, where the price of such component is indicated in the advertising material, Telequip & Digital shall include a statement on the minimum total charge for the package as well as any conditions applicable thereto. Internet Connectivity Telequip & Digital Ltd is committed to delivering reliable and high-quality internet connectivity through its YahClick satellite broadband service, in accordance with the Quality of Service (QoS) standards set by the Nigerian Communications Commission (NCC). Our internet service is provided via high-throughput Ka-band satellite technology, ensuring broad geographic coverage and consistent performance across supported areas. 1. Speed Commitments Customers subscribing to YahClick plans can expect the following speed ranges under normal operating conditions: • Download Speed: Between 16 Mbps and 25 Mbps • Upload Speed: Greater than 3 Mbps These speed ranges reflect average performance levels and may vary slightly depending on factors such as weather conditions, network congestion, and user location within the beam coverage area. Telequip & Digital endeavors to maintain consistent performance across all active user accounts. 2. Beam Coverage The YahClick service currently operates within the following satellite beam zones: • AY2 Beams: 50, 51, 57, and 61 • AY3 Beams: 113 and 115 Service availability is subject to the subscriber’s location being within the footprint of these beams. Prospective customers are encouraged to confirm beam availability in their area before signing up. 3. Network Reliability Telequip & Digital guarantees a minimum network availability of 99% annually, in compliance with NCC’s mandated Quality of Service benchmarks. Any planned maintenance or known service interruptions will be communicated in advance. 4. Fair Usage and Traffic Management To ensure optimal performance for all users, a Fair Usage Policy (FUP) may apply to data-intensive usage patterns. Network resources are managed to prevent abuse and maintain service levels during peak hours. Telequip & Digital is committed to transparency, service quality, and customer satisfaction, and shall make available full technical support for connectivity-related queries or concerns. Disclaimer The information provided in this document is intended for general consumer awareness and service transparency. While Telequip & Digital Ltd strives to ensure that all details, pricing, and service specifications are accurate and up-to-date, we reserve the right to modify service plans, pricing, coverage areas, or technical specifications without prior notice in response to operational, regulatory, or commercial needs. 1. Service Availability All services are provided subject to satellite coverage and technical feasibility. Availability may vary depending on geographic location and environmental conditions. 2. Performance Disclaimer Internet speeds and service reliability are based on average expected performance under normal conditions. External factors such as weather, network congestion, and end-user equipment may affect actual performance. 3. Regulatory Compliance Telequip & Digital Ltd operates in compliance with the Nigerian Communications Act, NCC Consumer Code of Practice, and other relevant national regulations. Customers are encouraged to refer to the NCC website for more information on their consumer rights. 4. Limitation of Liability Telequip & Digital Ltd shall not be held liable for losses or disruptions resulting from causes beyond its reasonable control, including but not limited to acts of nature, satellite failure, or third-party service interruptions. By subscribing to our services, customers agree to the terms outlined in this document and any supplementary agreements provided at the point of sale or activation. Telemarketing At present, Telequip & Digital Ltd does not engage in telemarketing activities as a method of promoting its services or acquiring new customers. Should telemarketing be introduced in the future, it will be implemented in strict compliance with the Nigerian Communications Commission (NCC) guidelines, the Nigerian Data Protection Regulation (NDPR), and other applicable consumer protection laws. 1. Notification of Commencement Customers and the general public will be duly notified through verified and official communication channels—including our website, email notifications, or direct messages—prior to the commencement of any telemarketing activities. 2. Consent and Privacy Telemarketing will only be conducted with the prior and explicit consent of the customer. No unsolicited calls, messages, or emails will be sent without lawful basis and proper opt-in procedures. 3. Responsible Conduct If activated, telemarketing will be conducted: During permissible hours (8:00 AM to 8:00 PM, Monday to Saturday) In a respectful and non-intrusive manner With full transparency regarding the identity of the caller and purpose of the call 4. Right to Opt-Out Customers will retain the right to opt out at any time from receiving telemarketing communications, and such requests will be honoured promptly and effectively. Telequip & Digital Ltd remains committed to maintaining trust and respecting the privacy of all its customers. Any change in our marketing communication practices will be made known in a transparent and responsible manner.
3	CONSUMER BILLING, CHARGING, COLLECTION AND CREDIT PRACTICES The purpose of this section is to describe Telequip & Digital’s Customer billing, charging, collection and credit practices in line with the Nigerian Communication Commission’s (NCC) General Consumer Code of Practice. The objective of Telequip & Digital’s policy on Customer billing, charging, collection and credit practices is to ensure that: Billing is accurate and timely and that the billing accuracy is verifiable. Sufficient information shall be provided on the invoices for verification by the customer; Upon request, the customer is provided with timely, accurate and current information on Telequip & Digitals billing terms and conditions as well as options which are relevant to the customer; Records of customer invoices and related charges are retained for an least 24 (twelve) months; Telequip & Digital shall ensure that customer bills shall include sufficient information including but not limited to the following:  Customer billing name and address;  Telequip & Digital’s business name, address and registered number;  Bill number as a unique identifier;  The billing period;  Description of the charges based on the contract to which the bill applies;  Total amount billed, applicable credit, discounts, and net amount payable by the customer;  The date on which the bill in issued, any bill or refund payment date, the methods of bill payment;  Standard practice for handling customer complaints and billing inquiries;  Processes guiding the bill delivery & retention, billing period and delayed bills;  Guidelines for billing enquiries, Customer complaints, penalties for non-payment of bills. Customers shall have access to bills as specified in the Customer’s contract agreement. Customers may also be able to access their bills through the following means: By hand delivery of hard copies to the Customer’s billing address; Upon request, bills may also be sent to the Customer by email; Upon request, bills may be delivered to the Customer by Post. Telequip & Digital shall ensure that itemized details contained in previous bills are available for a period of 24 (Twenty Four) months or any longer period as specified by law or any applicable regulation or guideline of the Commission. Customer shall not be charged for bills or billing related information, except where the Customer requests information not provided under the General Code of Practice of the Commission, or requests for bills or a record of related charges more than 24 (twenty-four) months old. Bills shall be issued within 10 (ten) days of the closure of each period except where otherwise agreed in the contract with the Customer, in which case, the bills shall be issued as provided in the service contracts. A bill shall include all charges incurred during the billing period except where: there exists a separate agreement with the Customer to the contrary; or there is a delay as a result of Telequip & Digital’s inclusion of information from other suppliers or service providers in the bill; or there is a delay as a result of a change initiated by the Customer, such as where the Customer has requested a different billing frequency or billing period; or there is a delay as a result of the suspension of charges that are in dispute; or there has occurred a billing system or processing problem, in which case the problem shall be rectified and bills issued without undue delay and in accordance with any time periods identified by the Commission; or billing is delayed by circumstances beyond the reasonable control of Telequip & Digital. Telequip & Digital shall ensure that Customers are able to verify their bill payment through designated Account Managers; Billing Frequency Telequip & Digital shall provide Customers with sufficient advance written notification of any proposed changes in billing periods and such advance notice shall be for minimum of 60 days. Where a customer has not paid all or part of a bill for services provided, any measure take by Telequip & Digital shall: be proportionate and not unduly discriminatory; and be accompanied by appropriate warning to the Customer in advance of any resulting service interruption or disconnection; and Confine any service interruption or disconnection to the service (s) concerned, as far as technically feasible. “Appropriate warning” means a notice in writing, giving the customer notice of service interruption or disconnection delivered via email, or by letter addressed to the customer at his last known address. The notice shall also confirm the time frame not being less than the time frame stated in the customer’s service contract with Telequip & Digital. All billing enquiries shall be directed to the Sales Manager or designated Customer Account Manager either in writing or via telephone or email addresses as provided in the relevant invoice. Telequip & Digital shall not impose any disconnection or credit management action regarding disputed charges for a service in the course of investigation of the complaint or dispute and the customer shall be obliged to make payments for undisputed outstanding amounts. Telequip & Digital shall specifically notify the Customer where it intends to disconnect or take any credit management action regarding a disputed charge before such disconnection or action is taken.
4	CONSUMER OBLIGATIONS To enable us provide the highest quality of service to our customers, Telequip & Digital will request its esteemed customers to faithfully comply with relevant statutory and regulatory instruments governing the use of telecommunication facilities. For the purpose of this Code of Consumer Practice, the following obligations have been highlighted by the Commission: Customers are bound by Telequip & Digital’s terms of service which they have signed and returned to Telequip & Digital or which they have clearly accepted, either by accepting the terms of service or by receiving service after its terms have been provided to the customer. Customers are not authorised to re-sell any service provided by Telequip & Digital without its formal authorisation.
5	PROTECTION OF CONSUMER INFORMATION
	Data Gathering Telequip & Digital Ltd is committed to protecting the privacy and personal data of its customers in accordance with the Nigerian Communications Commission (NCC) Consumer Code of Practice and the Nigerian Data Protection Regulation (NDPR). 1. Lawful Collection of Customer Information Telequip & Digital may collect, store, and process customer information only where relevant, necessary, and lawful for the provision of our services, the fulfilment of contractual obligations, or for other legitimate business or regulatory purposes that are disclosed to the customer at or before the time of collection. Customer data may be collected through: Direct interactions such as service sign-up, inquiries, or support requests Passive means, including system logs, usage data, or automatic activity tracking (where applicable) In certain instances, we may receive information about end users from our customers, particularly in enterprise or multi-user service arrangements. Such data will be handled with the same duty of care and legal compliance. 2. Permitted Use of Customer Information Customer data shall be used strictly for the following permitted purposes: For service provisioning, including activation, maintenance, and customer support For internal business operations such as billing, service improvement, or internal marketing (subject to applicable consent) For purposes explicitly disclosed to the customer at the time of data collection For any additional purposes, but only with the customer’s prior express consent 3. Data Disclosure and Confidentiality Telequip & Digital treats all customer data as confidential and will not disclose such information to third parties without consent, except where such disclosure is: Mandated by law or by an order of a competent court Required by a statutory body, such as law enforcement agencies or anti-corruption authorities Requested by the Nigerian Communications Commission (NCC) or any other authorized regulatory body Necessary in the public interest or to protect the vital interests of the customer, the public, or the Company 4. Customer Rights Customers have the right to: Access and request correction of their personal data Withdraw consent where processing is based on consent Object to processing under certain conditions Request deletion or restriction of their data where applicable Telequip & Digital remains committed to maintaining the highest standards of data integrity, security, and compliance in the collection and handling of customer information
	Data Storage & Data Sharing Protection of Confidential Information Telequip & Digital is committed to the protection of our customers’ confidential information and ensuring the prevention of unauthorised access and use of such information. We take appropriate measures, applying both technological and organisational measures to protect Confidential Information made available to us. At Telequip & Digital, we go beyond the legal requirements for the protection of customer information and adopt measures that reflect high ethical standards which exceed legal and regulatory requirements. Telequip & Digital will take all reasonable steps, having regard to the nature of the information, to ensure that information collected in relation to a customer: • To the extent that it comprises business records or details in relation to a particular individual, can be checked by the customer. • Is factual to the extent disclosed by the customer and recorded consistently, and if necessary, kept up to date. • Is kept secure, both by technological means and by the application of organisational procedure. • Is disclosed only in accordance with firmly established procedure and with appropriate care. Telequip & Digital and its employees shall not disclose any proprietary or confidential information or a trade secret obtained in the course of the provision of its services or products to a customer, to a competitor of that customer, or other third party, without the consent of the customer or in instances of permitted usage. Telequip & Digital employees sign on to Telequip & Digital’s internal code on the protection of confidential information, which creates an obligation on each employee to ensure compliance with the company’s policy on confidentiality. Telequip & Digital agrees to take all reasonable steps necessary to ensure fulfillment of this obligation.
6	COMPLAINT HANDLING
a	Information to consumers Telequip & Digital maintains Customer Complaints Handling procedures which ensure that: Information on Telequip & Digital’s complaint handling processes is provided in various media and formats and is easily understandable; Customers are aware of, and can easily identify how a complaint may be lodged and any changes in the Complaint Handling Process shall be made available to the customer. Telequip & Digital shall ensure that customers with physical disabilities or other special needs are able to access its Complaint Handling Process either by themselves or their authorized representatives or assigns. Timelines are established for the resolution of complaints; A Dispute resolution process is established, including the right of the Customer to refer any complaint to the Commission if dissatisfied with the resolution of the complaint by Telequip & Digital.
b	Special needs Where possible, Telequip & Digital shall advise a customer when a complaint is made, of the expected actions and timing for investigating and resolving the complaint. In the event that Telequip & Digital regards the complaint as frivolous or vexatious, the customer shall be informed accordingly and if dissatisfied the customer shall have the further recourse described below. In any event, no customer complaint shall remain unresolved for more than three (3) months.
c	Compliant process Telequip & Digital operates a customer service desk, free of charge, which is reachable 24 hours via telephone phone numbers 08172168196, 08172168197, 08172168198, 08172168199, 012801346, 012801347. The Company Secretary Telequip & Digital Ltd 17B Landmark Plaza Maitama Abuja Telequip & Digital provides its customer’s access to contact its enquiry and complaint handling desk via email to info@telequipdigital.ng. Access to information on frequently asked questions and product and services information shall be communicated via internet on www.telequipdigital.ng. Before a consumer contacts our support desk, the consumer is advised to ensure that they have details of the service subscribed to, consumer’s mobile number, username (if any) and summary of the complaint. This will enable Telequip & Digital process and resolve their complaints quickly. Verbal complaints are seen as acknowledged at the time complaint is communicated. All complaints shall be lodged and can be tracked using a unique number communicated to the consumer at the time of lodging the complaint All customer complaint(s) would be treated with the highest degree of professionalism by Telequip & Digital’s customer facing staff and with deference to the customer’s right to complain. Telequip & Digital shall acknowledge written complaints and act on these within times frames set out in the Commission’s Quality of Service Regulations (or as otherwise directed by the Commission from time to time). Telequip & Digital shall take reasonable efforts to ensure that the response to the complaints is in the manner requested by the customer. Non-written complaints shall be taken as acknowledged at the time the complaint is communicated to Telequip & Digital.
d	Charges Complaint handling processes shall be provided free of charge. However, Telequip & Digital may impose a reasonable charge for complaint handling processes where investigation of the complaint requires the retrieval of records more than twelve (24) months old, and where that retrieval results in any incremental expense or significant inconvenience. Any such charges shall be identified, communicated and agreed with the consumer before billing.
e	Further recourse Escalation by Dissatisfied Customer A customer is not satisfied with the resolution process provided by Telequip & Digital may escalate the complaint to: Nigerian Communication Commission. Maitama Abuja Where all afore-mentioned options to resolve a complaint is exhausted without a successful resolution, the customer may within sixty (60) days, escalate the complaint to the Nigerian Communication Commission.
f	Action on disputed charges Complaint handling processes shall be provided free of charge except where investigation of the complaint requires the retrieval of records more than twelve (24) months old, and where that retrieval will result in incremental expense or significant inconvenience to the Licensee the consumer shall agree to such cost before it is incurred.
g	Data collection and analysis of complaints & outcome Telequip & Digital shall have an appropriate system of recording complaints and the outcomes of such complaints and shall ensure that the system is in conformity with the Commission’s Quality of Service Regulations. Complaints made by customers shall be recorded, tracked, analysed and categorized in order to ascertain the cause of complaint and prevent a reoccurrence. Telequip & Digital shall upon request by Customer provide such record in a language and form easy to understand Telequip & Digital shall provide its customers with sufficient information and the means to inquire on the progress of complaints made and shall advise the customer of the outcome of the investigation of their complaint, and any resulting decision. Telequip & Digital shall ensure that information collected and recorded in the complaint handling processes is retained for a minimum period of twelve (24) months following resolution of such complaint.
h	Changes to complaint handling process Telequip & Digital is committed to maintaining a fair and effective complaint handling process. As part of our continuous improvement approach, we may periodically revise our complaint handling procedures to better serve our customers and align with regulatory requirements or industry best practices. Notification of Changes Any material changes to our complaint handling process will be: Communicated to customers via email or SMS Published on our official website Updated within our Consumer Code of Practice document We aim to provide a minimum of 60 days' notice before implementing significant changes that may impact how customers lodge or resolve complaints. Reasons for Changes Modifications to the complaint process may occur due to: Regulatory updates or compliance requirements Technological enhancements (e.g., new platforms for complaint submission) Feedback from customers or internal service reviews Operational or structural changes within the company Continued Access We ensure that any updates to the complaint handling process remain accessible, easy to understand, and in line with our commitment to transparency and accountability.
i	Retention of records All records related to customer requests and queries will be logged in a secure database and assigned a unique reference number for easy retrieval by the customer or support staff. These records will be archived periodically and retained for a minimum of two (2) years from the date of the request, in line with regulatory requirements. After this period, records may be securely disposed of in accordance with data protection guidelines.

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Telequip Consumer Code

PROVISION OF INFORMATION TO CONSUMERS

ADVERTISING AND REPRESENTATION OF SERVICES

Telequip & Digital shall comply with the Advertising Practitioners Council of Nigeria’s (APCON) Code of Advertising Practice and all applicable Rules and Regulations with respect to advertising and representation of the promotion of its services to the general public.

Availability of Services

Telequip & Digital shall ensure:

That all known or reasonably foreseeable geographical or technical limitations with respect to availability of services or which may affect the performance of services to consumers is clearly indicated on advertising materials used in the promotion of a service

That all known or reasonably foreseeable limitations with respect to a service offering shall be clearly stated in its advertising materials if such a limitation will restrict the service offering to:

CONSUMER BILLING, CHARGING, COLLECTION AND CREDIT PRACTICES

The purpose of this section is to describe Telequip & Digital’s Customer billing, charging, collection and credit practices in line with the Nigerian Communication Commission’s (NCC) General Consumer Code of Practice.

The objective of Telequip & Digital’s policy on Customer billing, charging, collection and credit practices is to ensure that:

Billing is accurate and timely and that the billing accuracy is verifiable. Sufficient information shall be provided on the invoices for verification by the customer;

Upon request, the customer is provided with timely, accurate and current information on Telequip & Digitals billing terms and conditions as well as options which are relevant to the customer;

Records of customer invoices and related charges are retained for an least 24 (twelve) months;

Telequip & Digital shall ensure that customer bills shall include sufficient information including but not limited to the following:

 Customer billing name and address;

 Telequip & Digital’s business name, address and registered number;

 Bill number as a unique identifier;

 The billing period;

 Description of the charges based on the contract to which the bill applies;

 Total amount billed, applicable credit, discounts, and net amount payable by the customer;

 The date on which the bill in issued, any bill or refund payment date, the methods of bill payment;

 Standard practice for handling customer complaints and billing inquiries;

 Processes guiding the bill delivery & retention, billing period and delayed bills;

 Guidelines for billing enquiries, Customer complaints, penalties for non-payment of bills.

Customers shall have access to bills as specified in the Customer’s contract agreement. Customers may also be able to access their bills through the following means:

Telequip & Digital shall ensure that itemized details contained in previous bills are available for a period of 24 (Twenty Four) months or any longer period as specified by law or any applicable regulation or guideline of the Commission.

Customer shall not be charged for bills or billing related information, except where the Customer requests information not provided under the General Code of Practice of the Commission, or requests for bills or a record of related charges more than 24 (twenty-four) months old.

Bills shall be issued within 10 (ten) days of the closure of each period except where otherwise agreed in the contract with the Customer, in which case, the bills shall be issued as provided in the service contracts. A bill shall include all charges incurred during the billing period except where:

Telequip & Digital shall ensure that Customers are able to verify their bill payment through designated Account Managers;

Billing Frequency

Telequip & Digital shall provide Customers with sufficient advance written notification of any proposed changes in billing periods and such advance notice shall be for minimum of 60 days.

Telequip & Digital shall specifically notify the Customer where it intends to disconnect or take any credit management action regarding a disputed charge before such disconnection or action is taken.

CONSUMER OBLIGATIONS

Customers are bound by Telequip & Digital’s terms of service which they have signed and returned to Telequip & Digital or which they have clearly accepted, either by accepting the terms of service or by receiving service after its terms have been provided to the customer.

Customers are not authorised to re-sell any service provided by Telequip & Digital without its formal authorisation.

PROTECTION OF CONSUMER INFORMATION

Data Gathering

Telequip & Digital remains committed to maintaining the highest standards of data integrity, security, and compliance in the collection and handling of customer information

Data Storage & Data Sharing

Protection of Confidential Information

At Telequip & Digital, we go beyond the legal requirements for the protection of customer information and adopt measures that reflect high ethical standards which exceed legal and regulatory requirements.

Telequip & Digital will take all reasonable steps, having regard to the nature of the information, to ensure that information collected in relation to a customer:

• To the extent that it comprises business records or details in relation to a particular individual, can be checked by the customer.

• Is factual to the extent disclosed by the customer and recorded consistently, and if necessary, kept up to date.

• Is kept secure, both by technological means and by the application of organisational procedure.

• Is disclosed only in accordance with firmly established procedure and with appropriate care.

COMPLAINT HANDLING

Information to consumers

Telequip & Digital maintains Customer Complaints Handling procedures which ensure that:

Information on Telequip & Digital’s complaint handling processes is provided in various media and formats and is easily understandable;

Customers are aware of, and can easily identify how a complaint may be lodged and any changes in the Complaint Handling Process shall be made available to the customer.

Telequip & Digital shall ensure that customers with physical disabilities or other special needs are able to access its Complaint Handling Process either by themselves or their authorized representatives or assigns.

Timelines are established for the resolution of complaints;

A Dispute resolution process is established, including the right of the Customer to refer any complaint to the Commission if dissatisfied with the resolution of the complaint by Telequip & Digital.

Special needs

Compliant process

Telequip & Digital operates a customer service desk, free of charge, which is reachable 24 hours via telephone phone numbers 08172168196, 08172168197, 08172168198, 08172168199, 012801346, 012801347.

The Company Secretary

Telequip & Digital Ltd

17B Landmark Plaza Maitama Abuja

Telequip & Digital provides its customer’s access to contact its enquiry and complaint handling desk via email to info@telequipdigital.ng. Access to information on frequently asked questions and product and services information shall be communicated via internet on www.telequipdigital.ng.

All customer complaint(s) would be treated with the highest degree of professionalism by Telequip & Digital’s customer facing staff and with deference to the customer’s right to complain.

Charges

Further recourse

Escalation by Dissatisfied Customer

A customer is not satisfied with the resolution process provided by Telequip & Digital may escalate the complaint to:

Nigerian Communication Commission.

Maitama Abuja

Where all afore-mentioned options to resolve a complaint is exhausted without a successful resolution, the customer may within sixty (60) days, escalate the complaint to the Nigerian Communication Commission.

Action on disputed charges

Data collection and analysis of complaints & outcome

Telequip & Digital shall have an appropriate system of recording complaints and the outcomes of such complaints and shall ensure that the system is in conformity with the Commission’s Quality of Service Regulations.

Complaints made by customers shall be recorded, tracked, analysed and categorized in order to ascertain the cause of complaint and prevent a reoccurrence. Telequip & Digital shall upon request by Customer provide such record in a language and form easy to understand

Telequip & Digital shall provide its customers with sufficient information and the means to inquire on the progress of complaints made and shall advise the customer of the outcome of the investigation of their complaint, and any resulting decision.

Telequip & Digital shall ensure that information collected and recorded in the complaint handling processes is retained for a minimum period of twelve (24) months following resolution of such complaint.

Changes to complaint handling process

We ensure that any updates to the complaint handling process remain accessible, easy to understand, and in line with our commitment to transparency and accountability.

Retention of records

All records related to customer requests and queries will be logged in a secure database and assigned a unique reference number for easy retrieval by the customer or support staff.