SERVICIA TECHNOLOGIES LIMITED
INTERNET SERVICE PROVIDER (ISP) CONSUMER CODE OF PRACTICE
- Provision of Information to Consumers
a. Description of Services
Servicia Technologies provides internet connectivity and related telecommunications services to consumers, including access, support, and maintenance services, under its duly issued Internet Service Provider (ISP) Licence.
b. Service Contracts
Servicia Technologies shall supply, or make available on request, a copy of the contract or agreement for the provision of services, and such contracts shall be written in plain and clear language.
c. Pricing Information
Customers may subscribe to the service via a convenient electronic or web channel. Servicia Technologies upon receipt of subscription will issue email or Short Message Service confirmation.
d. Contract Terms and Termination
Contracts with consumers shall include standard provisions covering commencement dates, minimum contract terms, renewal, termination conditions, early termination consequences, and applicable penalties, where relevant.
e. Product Warranty and Maintenance
Servicia Technologies shall inform consumers whether there is any contractual warranty related to any products supplied for use in connection with the Service including how to obtain warranty service if needed. Servicia Technologies shall also provide information regarding any maintenance services offered including a reasonable timeline for repairs, replacement and compensation (if any).
f. Fault Repairs and Service Interruption
Servicia Technologies shall provide facilities and processes necessary to enable consumers report faults at any time. Servicia Technologies shall endeavour to give advance notice of anticipated service disruptions or planned outages, including details of such disruption or outage, the service area affected and any applicable remedies. Where the service disruption is caused by force majeure, Servicia Technologies shall notify the consumers where possible and endeavour to rectify the fault within a reasonable period. Servicia Technologies shall comply with the relevant fault repair standards set out in the Quality of Service Regulations issued by NCC
g. Subscription of Service
Servicia Technologies shall provide consumers with clear instructions on the medium and procedure for subscribing to a service.
- Advertisement and Representation of Services
a. Availability of Service
Servicia Technologies Limited shall clearly disclose any geographical or technical limitations that may materially affect service availability or performance and that are known at the time of service promotion.
b. Advertisement of Packaged Services
Where Servicia Tehcnologies represents in advertising materials that a service is provided as part of a package, Servicia Technologies shall ensure it is able to supply all components of the service package. In the event that Servicia Technologies is or may be unable to supply any component of the package, appropriate information about this limitation shall be included in the advertising materials.
Where advertising materials indicate the price of a component of a service package, Servicia Technologies shall include in the advertising materials a statement of the minimum total charge for the package, and indicate any Conditions that may apply to obtain the component at the stated price.
c. Internet Connection
Servicia Technologies shall clearly state and make available to consumers the internet connection speeds and quality of service parameters applicable to its services. Where such stated speeds or service levels are not obtainable due to network limitations, congestion, maintenance, or other exceptional circumstances, Servicia Technologies shall promptly inform affected parties and take reasonable steps to restore normal service levels.
d. Disclaimer
All advertisements and promotional materials relating to Servicia Technologies’ services shall be clear, accurate, and not misleading, in accordance with the Advertising Regulatory Council of Nigeria and other applicable laws. Any disclaimer included in Servicia Technologies’ advertisements shall be clear, understandable, and written in plain language. Disclaimers shall not negate or undermine the principal message or purpose of the advertisement. Servicia Technologies will ensure the intended consumer or recipient of the advertisement shall be clearly specified.
e. Tele-Marketing
Servicia Technologies shall ensure that all telemarketing activities are conducted in a fair, transparent, and responsible manner in accordance with applicable laws. Consumers shall not be contacted for marketing purposes without their prior consent or where they have opted out or registered on any applicable “Do Not Disturb” (DND) facility.
- Consumer Billing, Charging, Collation and Credit Practices:
a. Billing Information
Servicia Technologies Limited shall ensure that all bills issued include, at a minimum: – Operator billing name and address; – Servicia Technologies Limited’s business name and address; – Unique bill reference identifiers; – Description of charges; – Billing period; – Total amount billed and net amount payable; – Bill issuance date; – Bill due date;-Method of contact for complaints and billing inquiries;- Accepted payment methods.
b. Itemization of Charges
Consumers shall have access to itemized details of all charges, either as part of the bill or through a separate statement upon request. Unless otherwise agreed with the consumer, itemized details shall be provided for the current billing period, and records of itemized charges shall be retained and made available for a minimum period of two (2) years or as may be required by applicable law. Servicia Technologies shall not impose any charge for the provision of bills or standard billing-related information. However, where a consumer requests billing information beyond the required period or outside the scope of the Regulations, Servicia Technologies shall disclose any applicable charges in advance and obtain the consumer’s consent before applying such charges.
c. Timing for Issuance of Bill
Servicia Technologies shall process and issue a bill within 10 days of the end of each billing period and shall include all charges incurred during that period, except where there is a separate agreement with the consumer or a valid reason for delay such as the need to include information from other suppliers, system errors that require correction, consumer‑initiated changes to billing frequency, disputed charges, or circumstances beyond the Servicia Technologies’ control, including force majeure. In such cases, Servicia Technologies shall promptly take steps to resolve the delay and issue the bill without undue further delay.
d. Payment confirmation
Servicia Technologies shall ensure that Consumers are able to verify their bill payment by acknowledgment of payment on the next bill issued, with such appropriate and accessible methods as may be made available by Servicia Technologies.
e. Billing frequency
Servicia Technologies shall provide Consumers with advance written notification of any proposed changes in billing before any such changes are implemented via any channel over which Servicia Technologies’ services are offered. Such advance notification is to be at most equal to two of its applicable billing periods of a minimum of 60 days. Consumers shall be informed in all such notifications of how to opt out of the service to avoid experiencing the proposed changes in billing.
f. Non-Payment of Bills
Where a consumer or interconnecting party fails to make payment for services rendered within the stipulated period, Servicia Technologies reserves the right to suspend or restrict access to the service upon reasonable prior notice. Any credit management or service restriction measures shall be proportionate, non-discriminatory, preceded by adequate notice, and limited to the affected services where technically feasible.
g. Prepaid services
Servicia Technologies shall ensure that all prepaid services are provided in a transparent and consumer-friendly manner. Consumers shall be clearly informed of all applicable charges, validity periods, renewal terms, and any conditions attached to the service prior to subscription. No deductions shall be made without the consumer’s prior consent, and consumers shall have access to simple and cost-free mechanisms to opt in or opt out of services. Servicia Technologies shall also ensure that consumers can easily access information on their balances and usage, and shall not unfairly forfeit any valid prepaid value except in accordance with disclosed terms and applicable regulations.
- Consumer Obligations
Consumers shall provide true and complete details when registering for the services provided by Servicia Technologies and update them when the need occur. Consumers shall also use the services only for legal purposes and settle invoices within the agreed timelines under the service contract.
- Protection of Consumer Information
a. Data Gathering
Servicia Technologies shall collect consumer information only for specified, legitimate, and service-related purposes, and shall do so in a lawful, fair, and transparent manner in accordance with applicable laws and its Protection of Consumer Information requirements. Consumers shall be informed of the purpose of data collection at the point of collection, and where required, their consent shall be obtained. Servicia Technologies shall not collect excessive or irrelevant information beyond what is necessary for the provision of services.
b. Data Storage
Servicia Technologies shall implement appropriate technical and organizational measures to safeguard consumer information against unauthorized access, loss, misuse, or disclosure. Consumer information shall be retained only for as long as necessary to fulfill the purpose for which it was collected or as required by applicable laws and regulations. Servicia Technologies shall also ensure secure disposal or anonymization of data when it is no longer required, in compliance with applicable laws.
c. Data Sharing
Servicia Technologies shall ensure that consumer information is kept confidential and shall not be disclosed to any third party except with the prior consent of the consumer, where necessary for the provision of services, or where required by law or a competent regulatory authority. In all such cases, Servicia Technologies shall ensure that adequate safeguards are in place
- Complaint Handling
a. Information to consumers
Servicia Technologies shall provide consumers with clear, accessible, and up-to-date information on its complaint handling procedures in accordance with the Nigerian Communications Commission Consumer Code Regulations 2024. This shall include details on how to lodge a complaint, applicable channels, expected timelines for resolution, and escalation options where complaints remain unresolved. Such information shall be made readily available through appropriate channels, including the website and customer care lines.
b. Special needs
Adequate provisions shall be made by Servicia Technologies to ensure that people with special needs are able to access the complaint handling processes.
c. Complaint processes
Servicia Technologies operates a customer service desk which is reachable during working hours from 8:00am to 5:00pm and outside working hours via e-mail. All consumers can contact the help desk via telephone; 0913 6000479, email: info@serviciatech.com or visit our office address at 4B Kokoma Close, Off Buchanan Crescent, Wuse II, Abuja-FCT. Before you contact our support desk, please make sure that you have details of the transaction initiated, your mobile number, and summary of the complaint. This will enable us process and resolve your complaints quickly.
d. Charges
Complaints handling processes shall be free of charge provided that Servicia Technologies may impose reasonable charge for complaint handling where investigation of the complaint requires the retrieval of records of more than two years. Where the retrieval results in any incremental expense to Servicia Technologies, any such charges shall be identified and agreed to by the consumer before it is incurred.
e. Further Recourse
In the event that the complaining customer remains dissatisfied with the outcome/resolution of the complaint, they have the right to refer the complaint to Nigerian Communication Commission (NCC).
f. Action on disputed charges
Servicia Technologies shall not impose any credit management action regarding service to which a complaint or billing disputes relates while the complaint or dispute is still investigated. Servicia Technologies shall promptly inform the consumer that it is obligated to make payment of any amounts other than the amount specifically in dispute.
g. Data Collection and analysis of complaints and outcome
Servicia Technologies shall maintain appropriate systems for recording all complaints received and their outcomes. Such record shall be properly categorized and analysed to identify recurring issues, and areas requiring service improvement. Servicia Technologies shall inform consumers that records of complaints are maintained and, upon request, provide a clear description of the complaint tracking system in use.
g. Changes to complaint handling processes
Servicia Technologies reserves the right to review and update its complaint handling process from time to time. Any material changes shall be communicated to consumers through appropriate channels, including the website and customer care platforms, within a reasonable period before such changes take effect.
h. Retention of records
Any information collected and recorded as part of complaint handling processes shall be retained for at least twenty-four (24) months following the resolution of complaints or as directed by NCC from time to time.
SIGNED: MANAGEMENT