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International Data Access Consumer Code Of Practice

 

 NETVOX NETWORKS INFRASTRUCTURE LIMITED

 INTERNATIONAL DATA ACCESS (IDA) CONSUMER CODE OF PRACTICE

 

NETVOX NETWORKS INFRASTRUCTURAL LIMITED CODE OF PRACTICE DOCUMENT

 

1. OVERVIEW

Netvox Networks Limited (“Netvox Networks”) is a licensed International Data Access (IDA) Gateway Service Provider operating in Nigeria under the regulatory supervision of the Nigerian Communications Commission (NCC).

Netvox Networks is committed to conducting its business with honesty, transparency, and professionalism. We believe that ethical business practices are fundamental to building long-term relationships with our customers, business partners, employees, and other stakeholders. To support this commitment, the Company has established appropriate governance procedures and internal controls that promote compliance with applicable anti-bribery, anti-corruption, and other regulatory requirements. We are equally dedicated to ensuring that every aspect of our operations complies with all applicable laws, regulations, and industry standards.

This Consumer Code of Practice is issued in accordance with the Consumer Code of Practice Regulations, 2007. It outlines the standards governing our relationship with consumers and the manner in which our services are delivered. Specifically, this Code addresses, among other matters:

  • Meeting consumer expectations in a fair and reasonable manner.
  • Handling consumer complaints and resolving disputes promptly.
  • Providing appropriate remedies or compensation where service obligations are not fulfilled.
  • Protecting consumer information and maintaining confidentiality.
  • Ensuring transparent and accurate billing practices.

 

2. DEFINITIONS

Except where the context requires otherwise, words and expressions used in this Code shall bear the meanings assigned to them under the General Consumer Code of Practice, together with any applicable schedules and recitals.

For the purpose of this Code:

“Quality of Service Regulations” means the Nigerian Communications Commission Quality of Service Regulations, 2013.

“Company” or “Host” means Netvox Networks Infrastructure Limited (“Netvox Networks”), the licensed provider of International Data Access Gateway Services.

“Consumer” refers to any customer or organisation receiving services from Netvox Networks.

 

3. CONSUMER INFORMATION AND DISCLOSURE

3.1

Netvox Networks shall, upon request, make available copies of any service agreement or contract entered into with a Consumer. All contractual documents shall be prepared in clear, straightforward language to enable Consumers to understand their rights and obligations.

3.2

A copy of this approved Consumer Code of Practice shall also be made available to Consumers whenever requested.

 

4. SCOPE OF SERVICES

4.1

Netvox Networks provides International Data Access Gateway Services, including the lawful termination and routing of international voice traffic through local telecommunications networks within Nigeria, in accordance with its licence conditions and applicable regulatory requirements.

 

5. PRICING AND CHARGES

5.1

A service agreement shall become effective only after both parties have agreed to the applicable charges and pricing structure. Pricing information shall clearly identify all relevant fees, applicable rates, the basis for calculating each charge, payment frequency, and any conditions under which charges may be reviewed or amended. Consumers shall also be informed of the method through which any future pricing changes will be communicated.

 

6. SERVICE AGREEMENT AND TERMINATION

6.1

Service agreements entered into between Netvox Networks and its Consumers shall clearly specify the commencement date, minimum contract period where applicable, renewal provisions, installation and connection arrangements, decommissioning procedures, refund policies, and the conditions governing early termination. Where penalties apply for premature termination, the basis for calculating such charges shall be clearly stated. All contractual terms governing the provision of services shall be presented in plain and unambiguous language to ensure Consumers fully understand their respective rights and responsibilities.

7. SERVICE WARRANTY AND MAINTENANCE SUPPORT

7.1

Where applicable, Netvox Networks shall provide Consumers with information regarding any warranty applicable to the services, equipment, or shared infrastructure supplied under a service agreement. Such information shall include the scope of the warranty, its duration, and the procedure for obtaining warranty support.

7.2

Where maintenance services are available, the Company shall clearly communicate the nature of such services, including any applicable conditions, responsibilities, and arrangements for accessing maintenance support.

 

8. SERVICE DELIVERY STANDARDS

8.1

Netvox Networks shall provide its services in accordance with the service delivery standards prescribed under the NCC Quality of Service Regulations referenced in this Code. However, the Company shall not be held liable for delays or the inability to provide services where such circumstances arise from factors beyond its reasonable control, including infrastructure limitations or site availability.

8.2

Without prejudice to Clause 8.1, Netvox Networks shall not accept responsibility for delays or refusal to provide services where such circumstances result from the Consumer’s inability to satisfy applicable credit or financial requirements.

 

9. FAULT REPAIR AND SERVICE INTERRUPTION

9.1

Netvox Networks shall maintain appropriate facilities and procedures to enable Consumers to report service faults at any time, including access to fault reporting channels on a twenty-four (24) hour basis where reasonably practicable.

9.2

The Company’s fault repair procedures and response standards shall comply with the requirements specified under the applicable NCC Quality of Service Regulations.

9.3

Where planned maintenance or scheduled service interruptions are expected, Netvox Networks shall make reasonable efforts to notify affected Consumers in advance. Such notification shall, where applicable, include the nature of the interruption, the services and locations affected, the anticipated duration, and any available remedies or compensation.

 

10. SERVICE AVAILABILITY

10.1

Netvox Networks shall ensure that all promotional and marketing materials accurately disclose any known technical, operational, or geographical limitations that may significantly affect the availability or performance of its services.

10.2

Where applicable, marketing materials shall also identify any restrictions relating to specific locations, categories of Consumers, periods of availability, or limitations arising from network capacity or infrastructure constraints.

 

11. ADVERTISING OF PACKAGED SERVICES

11.1

Where Netvox Networks promotes its services as part of a bundled or packaged offering, Consumers shall be entitled to receive all components included in the advertised package, subject to the applicable terms and conditions.

11.2

Where the Company reasonably expects that any component of a service package may not be readily available, this information shall be clearly disclosed in the relevant marketing or promotional materials.

11.3

Where individual component prices are advertised as part of a service package, the Company shall also indicate the estimated minimum total cost of the complete package together with any conditions applicable to obtaining the advertised pricing.

 

12. BILLING AND INVOICING

12.1

Invoices issued by Netvox Networks shall contain sufficient information to enable Consumers to understand the charges being applied. Each invoice shall, where applicable, include the following details:

  • Consumer’s name and billing address.
  • Netvox Networks’ registered business name, address, and registration details.
  • A unique invoice or reference number.
  • The invoice date and the applicable billing period.
  • A description of the services provided.
  • A summary of all charges, applicable credits, discounts, advance payments, and the total amount payable or refundable, where applicable.
  • The due date for payment or refund.
  • Accepted methods of payment.
  • Contact details for billing enquiries and consumer complaints.

13. ITEMIZATION OF CHARGES

13.1

Netvox Networks shall ensure that Consumers have access to a detailed breakdown of all applicable charges. Where such details are not included in the invoice, an itemised statement shall be provided upon the Consumer’s request.

 

14. INVOICE ISSUANCE

14.1

Netvox Networks shall issue invoices for all applicable charges within thirty (30) days after the close of each billing cycle, unless otherwise agreed between the parties.

14.2

In certain circumstances, some charges may not appear on an invoice due to prior agreements between the parties or other justifiable reasons permitted under the applicable service contract.

 

15. PAYMENT CONFIRMATION

15.1

Netvox Networks shall provide Consumers with convenient and reliable means of confirming that payments have been received and successfully processed.

 

16. BILLING CYCLE

16.1

Consumers shall receive adequate written notice before any change is made to the established billing cycle. Unless otherwise agreed, such notice shall be issued at least twice the length of the existing billing period to allow Consumers sufficient time to prepare for the change.

 

17. OUTSTANDING PAYMENTS

17.1

Where a Consumer fails to settle outstanding invoices within the agreed payment period, Netvox Networks may take appropriate steps to recover the debt. Such measures may include referring the matter to the Nigerian Communications Commission (NCC), suspending or disconnecting the Consumer’s equipment or services, or exercising any other rights available under the applicable agreement and relevant regulations.

17.2

Any action taken in respect of unpaid bills shall be fair, proportionate, and applied without unjust or discriminatory treatment.

 

18. INFORMATION TO CONSUMERS

18.1

Netvox Networks shall maintain a complaint handling procedure that is readily accessible through appropriate communication channels and in any format required by the NCC. Information made available to Consumers shall include:

  • The Consumer’s right to submit a complaint.
  • The available channels for lodging complaints.
  • The information or supporting documents required for a valid complaint.
  • The process for tracking the status of a complaint.

18.2

The complaint procedure shall be presented in plain and understandable language to enable Consumers to easily identify the appropriate method of submitting complaints, whether in person or through approved electronic platforms.

18.3

All complaints received from Consumers shall be properly documented, acknowledged, and handled in accordance with the Company’s established complaint management procedures.

 

19. ACCESSIBILITY AND CONSUMER ASSISTANCE

19.1

Netvox Networks shall take reasonable steps to ensure that Consumers with disabilities or other special needs have equal access to its complaint handling process and customer support services.

19.2

Where requested, the Company shall make every reasonable effort to provide appropriate assistance to Consumers requiring support in preparing or submitting complaints.

20. COMPLAINT AND RESOLUTION PROCESS

20.1

Netvox Networks shall acknowledge complaints either verbally or in writing, depending on the Consumer’s preferred method of communication where practicable. Consumers may submit complaints using the Company’s official contact details provided below:

Netvox Networks Infrastructure Limited
 No. 22, Kumasi Crescent, Wuse II, Abuja, FCT, Nigeria.
 Telephone: +2348025015029
 Website: www.netvox.ng
 Email: info@netvox.ng

20.2

Where practicable, the Company shall inform the Consumer of the expected resolution timeframe or provide periodic updates on the progress of the investigation. Complaints requiring further review shall be handled within the timelines prescribed by the NCC Quality of Service Regulations and, in any event, shall not remain unresolved for more than three (3) calendar months.

20.3

Consumers who are dissatisfied with the outcome of a complaint shall have access to an internal escalation process. Escalated complaints shall be reviewed by an authorised representative with the appropriate authority and competence to reassess the matter.

20.4

Where all available internal review procedures have been exhausted, Netvox Networks shall notify the Consumer that no further internal escalation options remain.

20.5

Complaints submitted orally or through other non-written means shall be regarded as duly acknowledged once they have been received by the Company.

 

21. CHARGES

21.1

Netvox Networks shall provide its complaint handling services without charge. However, where a Consumer requests the retrieval of records that have been archived for more than twelve (12) months, a reasonable administrative fee may apply, provided such charges are communicated to and accepted by the Consumer before processing the request.

 

22. FURTHER RECOURSE

22.1

Where a Consumer is dissatisfied with the outcome of the Company’s complaint resolution process, or where a complaint remains unresolved, the Consumer may refer the matter to the Nigerian Communications Commission (NCC) in accordance with the applicable regulatory procedures.

22.2

If a complaint remains unresolved after sixty (60) days, Netvox Networks shall advise the Consumer of the right to escalate the matter to the NCC for further consideration.

 

23. RESOLUTION OF BILLING DISPUTES

23.1

Where a Consumer has submitted a complaint regarding disputed charges and the matter is undergoing investigation in accordance with the Company’s complaint handling process, Netvox Networks shall refrain from taking credit management or service disconnection actions relating to the disputed amount until the complaint has been resolved.

 

24. INTERNAL DATA COLLECTION AND ANALYSIS

24.1

Netvox Networks shall maintain an effective system for recording, monitoring, and analysing consumer complaints and their outcomes. Such records shall comply with the requirements of the NCC Quality of Service Regulations and shall be used to identify recurring issues, improve service delivery, and strengthen complaint management processes.

 

25. CHANGES TO THE COMPLAINT HANDLING PROCESS

25.1

Netvox Networks shall notify Consumers of any significant changes to its complaint handling procedures using appropriate communication channels. Updated information shall be made available whenever amendments to the process become effective.

 

26. RECORD MANAGEMENT AND RETENTION 

26.1

Records relating to complaints submitted by Consumers, together with all supporting information and the outcome of the resolution process, shall be retained by Netvox Networks for a minimum period of twelve (12) months after the complaint has been concluded, or for any longer period required under applicable laws or regulatory obligations.

 

SIGNED: MANAGEMENT