Consumer code of practice

This is the full text of the code as approved by the Commission. A copy is displayed at our customer contact centre, and we will provide a copy on request. The General Consumer Code of Practice in the Schedule to the Regulations applies alongside this code.

1. Overview of Services

1.1 Description of Services

IOtech Global Hub provides high-speed broadband internet, dedicated enterprise connectivity, VoIP solutions, and managed IT services. Our services are tailored for residential users, SMEs, and large enterprises, ensuring reliability, scalability, and affordability.

1.2 Subscription and Billing Cycle

Subscribers are billed on a prepaid or postpaid basis depending on the service type. Billing cycles are monthly, with automatic reminders sent via SMS and email prior to renewal deadlines.

1.3 Contract Terms and Equipment Ownership

Service agreements range from month-to-month to annual commitments. Unless otherwise stated, customer-premise equipment (CPE) such as routers remain the property of IOtech Global Hub and must be returned upon service termination.

2. Advertising and Representation of Services

2.1 Advertising Channels and Content Standards

All advertisements are presented truthfully and without misleading claims. Promotions are disseminated through digital, print, and electronic media, conforming to ethical advertising standards and NCC guidelines.

2.2 Telemarketing and Lead Management

Telemarketing efforts are executed with prior consent and in accordance with Nigeria’s data privacy laws. All lead information is securely stored and managed responsibly.

2.3 Compliance and Monitoring

IOtech Global Hub performs regular audits on all advertising and representation materials to ensure they comply with national regulations and maintain brand integrity.

3. Subscriber Responsibilities and Disclaimers

3.1 Safe Browsing and Security Advisory

Subscribers are encouraged to use secure passwords and install antivirus software. IOtech Global Hub is not liable for losses arising from personal negligence or external cyberattacks.

3.2 Payment Guidelines and Fraud Prevention

Payments must be made through authorized channels. Subscribers are warned against third-party intermediaries or unofficial agents. Fraudulent activity is reported to the appropriate authorities.

3.3 Service Disruption and Compensation

In cases of unplanned outages exceeding 24 hours, compensation or service extension may be applied at the company’s discretion, subject to cause and duration of downtime.

4. Fair Usage and Data Management Policy

4.1 Acceptable Use

Users must not engage in unlawful activities, bandwidth abuse, or service redistribution. Breaches will lead to suspension or permanent disconnection.

4.2 Usage Limits and Restrictions

Fair Usage Policies (FUP) apply to certain unlimited plans to prevent network congestion. Excessive use beyond reasonable thresholds may result in throttled speeds.

4.3 FUP Enforcement and Notifications

Subscribers will receive real-time alerts when approaching FUP thresholds. Throttling or service adjustment notices will be issued clearly and transparently.

5. Third-Party Content and User Risk

5.1 Liability Disclaimer

IOtech Global Hub does not control third-party content accessed through its network and shall not be held liable for harm or data loss resulting from such content.

5.2 Content Engagement Guidelines

Subscribers are advised to engage with verified websites and platforms only. Use of peer-to-peer networks or unregulated downloads is discouraged.

6. Installation and Equipment Policy

6.1 Pre-Installation Consumer Obligations

Consumers must ensure access to premises and availability of power during installations. Any structural modifications must be pre-approved.

6.2 Warranty and Equipment Return

All equipment comes with a standard warranty. Malfunctions caused by misuse will incur repair/replacement charges. Upon contract termination, rented equipment must be returned in good condition.

6.3 Relocation Terms and Conditions

Subscribers may request relocation of service. A relocation fee applies, and requests must be submitted at least 7 working days in advance.

7. Billing System and Plan Management

7.1 Billing Models and Automation

Automated billing ensures timely invoicing. Users may opt-in for direct debit, wallet deductions, or mobile payment integrations.

7.2 Plan Types and Renewal Behavior

Subscribers can choose from capped, unlimited, or shared data plans. Renewals are automatic unless disabled through the user dashboard.

7.3 Real-Time Usage and Reports

Subscribers have access to real-time usage statistics via the online portal and mobile app, enabling informed data management.

8. Payment Notifications and Receipt Management

8.1 Notification Channels

Receipts and payment notifications are delivered through SMS, email, and the user dashboard. Users can configure preferred notification methods.

8.2 Receipt Format and Storage

Receipts include transaction ID, date, time, and plan details. Copies are archived for up to 12 months and can be retrieved upon request.

8.3 Regulatory Compliance

All receipts comply with NCC and tax regulations, ensuring transparency and accountability in consumer financial transactions.

9. Data Retention and Security Protocols

9.1 Record Retention Duration

Customer and billing data are retained for 5–7 years to meet legal and operational requirements.

9.2 Backup and Recovery Systems

Daily backups of consumer data are performed and stored in encrypted formats to ensure data integrity and quick disaster recovery.

9.3 Access Control and Monitoring

Only authorized personnel may access customer data. Access logs are regularly audited to prevent misuse or data breaches.

10. Consumer Communication and Privacy Policy

10.1 SMS Policy and Consent Management

SMS communications are consent-based. Subscribers can opt out at any time via provided opt-out links or customer service channels.

10.2 Centralized Messaging Control

A centralized platform ensures that all communications are streamlined, avoiding duplication and spamming.

10.3 Anti-Spam and DNC Compliance

IOtech Global Hub adheres strictly to Do-Not-Call (DNC) guidelines. Subscribers on DNC lists are excluded from unsolicited communications.

Questions and complaints

For any question about this code, or to make a complaint, see our Complaints procedure or contact us at [email protected] or +234 704 700 0226, or visit us at 20 Okotie Eboh Close, Off Awolowo Road, S.W. Ikoyi, Lagos. If you are not satisfied with how we resolve your complaint, you may escalate it to the Nigerian Communications Commission Consumer Affairs Bureau on the toll-free line 622 or via ncc.gov.ng.