Complaints procedure

Last updated: 19 October 2026

We want every customer to be satisfied with our service. If something goes wrong, tell us and we will put it right as quickly as we can. Making a complaint is free of charge. This procedure follows our Consumer Code of Practice, approved by the Nigerian Communications Commission (NCC), and the NCC Consumer Code of Practice Regulations 2024.

1. How to contact us

To help us resolve your complaint quickly, please include your name, company (if any), account or service ID, the address of the affected service, a description of the problem, when it started, and the best way to reach you.

2. Our commitments

Acknowledgement

Within 24 hours, with a complaint reference number

Enquiries and requests for information

Answered within 96 hours, free of charge

Service faults

Work starts within 4 hours; target fix within 2 working days

Other complaints

Target resolution within 48 hours; complex cases within 14 working days

Right to refer to the NCC

Offered if your complaint is not resolved within 30 days

Maximum time

No complaint stays unresolved for more than 3 months

If your service agreement or SLA sets shorter timelines, those apply to you. If we cannot meet a target, for example because a fault depends on a third party or on access to your premises, we will tell you why and give you a revised timeline.

3. What happens next

• We log it. Every complaint is recorded and given a unique reference number, which you can use to follow its progress by phone, email or the Self Service portal.
• We investigate. Our support team or Network Operations Centre looks into the issue and keeps you updated until it is resolved.
• We resolve and confirm. We explain the outcome and what we have done, and close the complaint only once we have told you the result.
• Internal review. If you are not happy with the outcome, ask for a review. A manager who was not involved in the original decision will review your complaint and respond to you.

4. Billing disputes

If you dispute a charge, tell us before the due date where you can. We will not suspend or disconnect your service over the amount in dispute while we investigate, provided you pay any undisputed amount. If we find you were overcharged, we will refund or credit the amount to your account.

5. Escalating to the NCC

If your complaint is not resolved to your satisfaction within 30 days, or you are unhappy with the outcome of our internal review, you may refer it to the Nigerian Communications Commission Consumer Affairs Bureau:

• Toll-free line: 622
• Online: ncc.gov.ng and consumer.ncc.gov.ng

Please have your IOTECH complaint reference number ready. We will cooperate fully with the Commission.

6. Customers who need extra support

If you are elderly, have a disability, or need help in another way, tell us and we will make arrangements to help you raise and follow up your complaint. For example, we can call you back at a convenient time, take your complaint by phone and write it up for you, accept it from a person you nominate, or arrange a visit for a service problem.

7. Records

We keep a record of every complaint and its outcome for at least two years, and we use them to improve our service. Personal data in complaint records is handled in line with our Privacy policy.