SERVICIA TECHNOLOGIES LIMITED
VALUE ADDED SERVICE AGGREGATOR CONSUMER CODE OF PRACTICE
- Provision of Information
a. Description of Services
SERVICIA TECHNOLOGIES offers Value Added Services (VAS) Aggregation services, providing a platform for the aggregation, integration, and delivery of VAS content and applications from multiple content providers to mobile network operators.
b. Service Contract and Duration
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. Service subscription
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 Conditions
Infrastructure sharing contracts with Consumers shall incorporate standard clauses relating to commencement date, minimum contract term (where applicable), manner and consequences of premature termination and calculation basis for payment of any penalty therefrom, situations where early termination may be permitted, renewal terms, installation, connection and decommission terms, and refund policies. Furthermore, all terms and conditions of a contract regarding the provision of any of our services shall be clearly stated in the contract or agreement in clear and plain language.
e. Opt in and Opt Out
Upon request for any service, SERVICIA TECHNOLOGIES shall provide the consumer with Opt-in and Opt-out options in clear, simple and understandable terms
SERVICIA TECHNOLOGIES shall provide the consumer with access to a HELP function to obtain information on services they are at the time of request, subscribed to and how to opt out in clear plain English
- Advertisement and Representation of Services
a. Availability of Service
SERVICIA TECHNOLOGIES services are available on all mobile networks, however our services are network dependent, services will be restricted to certain areas within Nigeria where mobile network service is available as contained in promotion materials.
b. Advertisement of Packaged Services
Where SERVICIA TECHNOLOGIES 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. 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.
d. Tele-Marketing
SERVICIA TECHNOLOGIES shall ensure that all telemarketing activities are conducted in a fair, transparent, and responsible manner in accordance with the Nigerian Communications Commission Consumer Code Regulations 2024. 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.
- Complaint Handling
a. 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.
b. 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).
c. Data collection and analysis of complaints and outcome
An appropriate recording system for complaints and their outcome/resolution shall be set up and such system shall have all complaints and resolution stored in a discernible manner for easy identification.
d. 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.
e. Prevention of unsolicited SMS
No promotional or marketing SMS shall be sent to consumers without their prior consent or where the consumer has opted out or activated the “Do Not Disturb” (DND) service. All SMS communications shall clearly identify the sender, state the purpose of the message, and include a simple and cost-free opt-out mechanism. SERVICIA TECHNOLOGIES shall ensure that consumers’ preferences are respected at all times and shall not engage in the transmission of unsolicited, misleading, or intrusive messages.
- 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 VAS 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.
- Consumer Billing
a. Billing Information
SERVICIA TECHNOLOGIES shall ensure that, at a minimum, the following information is included in any billing or charging notifications issued by it or on its behalf:
(i) Consumer billing name and address
(ii)The name of the service for which the consumer has been billed
(iii) The type of the service for which the consumer has been billed and the service delivery medium
(iv) The period over which the service associated with the charge will be provided
(v) Method of contact for complaint and billing inquiries
(iv) The total amount billed or charged to the consumer’s prepaid account.
b. 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
c. 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.
d. 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.
e. Prepaid services
SERVICIA TECHNOLOGIES shall ensure that all prepaid VAS 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
SIGNED: MANAGEMENT