Voisip Telecoms ISP – Code of Conduct

1. Introduction

 

VOISIP Telecommunications Limited is a licensed Internet Service Provider (ISP), fully registered with the Nigerian Communications Commission (NCC No: INT/022/22) and the Corporate Affairs Commission (CAC). We are dedicated to delivering fast, secure, and unlimited internet services that power homes, businesses, and entire communities across Nigeria

• Objective of the Code

In line with the Nigerian Communications Commission (NCC) code of practices, all licensees are to draw up a consumer code of practice that would satisfy the following requirements.

1. Give consumers a detailed description of the services we proffer.
2. Give detailed explanation on how to contact us about these services, and how to handle bill payment.

• Expantiate on the consumer’s rights & obligations.

1. Explain our complaint resolving strategy i.e how complaints are being processed, and next steps to resolve complaints if you are not satisfied with our response.

 

• Application of the Code

This code applies to the provision of broadband services using fixed wireless based on license provided by NCC. It was developed by VoiSIP Telecommunications Limited in line with the published NCC General Code of Practice.

• The Code will be administered by VOISIP Telecommunications Limited in line with guidelines from NCC as well as reviews that are to be agreed and communicated by the commission based on the feedback at Customer Furums that is being set up by the NCC from time to time.
• Code Ammendment

VoISIP Telecommunications Limited may amend this consumer code from time to time in conformance to set guidelines that may be required by law or by the NCC.

 

• PROVISION OF INFORMATION TO CONSUMERS

1. Generally speaking, the minimum service duration for wireless broadband is 30 days. The minimum service duration starts on the day a customer purchase a customer premises equipment (CPE), or on the day VoISIP commissions the installation and activates the service.
2. VoiSIP Telecommunications Ltd will provide Consumers with information on the various services we offer, in a complete, accurate and in simple plain English.

• Voisip Will endeavor to respond in a timely manner to consumer request for information on our services, and such information will be provided free of charge, and shall include the following;

1. Current service, arrangements, including rates and terms and conditions for our services. These information shall be readily available in print at our location or in electronic format, on our company website.
2. When VOISIP seeks a change in tariff for services, affected customers shall be notified of the proposed price change via email.
3. When VOISIP wants to offer Internet Service to a proposed client, VoISIP shall serve customers with a contract or agreement for the provision of internet services, and such contracts shall be written in plain and clear English starting contract terms and conditions.

• Before entering into a contract, Customers shall be provided a complete description of the internet service in clear and plain language, avoiding unnecessary technical terms. Where other services are required in order to effectively utilize the service, the customer shall be sufficiently informed of such requirements and service dependencies.
  • Service Contracts & Duration

In the event when a subscriber shows intent to subscribe to our service, every customer is expected to sign a service contract prior to service activation. This contract details the terms which we use to provide our products and services to customers. This contract would be written in plain and easily comprehensible English.

 

• Description of Services

VoISIP  provides Fiber to the home service (FTTH) cable technology. This is a high speed internet connection using fiber to residential and business premises. We would offer a wide range of service plans for homes and offices. We also have FTTH SME plans that will target small to medium businesses.

We also offer fixed wireless broadband services using wireless point to point or point to multipoint connection, which offers high internet speed for both residential & SME customers. More information different services we offer and how to purchase our services would be outlined in our website, www.voisiptelecomms.com.

VoISIP provides a service optimal service level agreement on the quality of internet service provided. VOISIP Telecommunications Limited agrees that its dedicated Internet services will be available at least 98.0% for Point-to-Point based services of the time in a calendar month (“Network Availability”).

 

• Pricing Information

 

• Home/Retail FTTH Services

Our retail pricing structure for residents and small businesses is segmented by the various service plans that would available on print or via our official website.

2.32  Corporate Internet Services

Pricing for services provided to enterprise customers are complex as per the individual requests and therefore deemed misleading if communicated before comprehending such request.

Before a contract for service is entered into by the client and VOISIP, VOISIP will inform the consumer of the applicable rates or charges, what the charges include, and the frequency of the charges. The minimum charge frequency is 30 days.  This would be spelt out in the contract agreement. VOISIP would ensure that the prices for the different packages would be available in print & on our website, www.voisiptelecomms.com. If there is any changes in the prices for the packages, this would be duly communicated the customers via email, explaining reasons for the increase.

 

2.4    Product Warranties & Maintenance

VoiSIP Telecommunications Ltd is guaranteeing that any equipment you procure for installation for internet service will work to the relevant specification for a minimum of 90 days and will be free from faulty design, manufacturer defect. If the equipment is not working properly during the minimum period, you may return it and we will replace or repair it. VoisiP will not be responsible for any defects arising from environmental hazards, wear or tear, accidental damage, misuse or failure to follow prescribed guidelines.

• Provisioning of Service

2347060467632. To order any of our services, you can visit our office at No. 5 Lagos Street, Rumuomasi, Port Harcourt, Rivers, Nigeria. You can also order online through our official website, or call our customer service lines on +2347015323811, +2348145213923, +2347060467632. To connect to our services, we will need to perform a site survey of the prospective location where you intend to install the service. After that, you will also need to purchase a customer premises equipment (CPE) and at least one (1) month subscription for any selected plan based on our product price list. The service will be activated within 3 -5 working days.
2347060467633. The customer would need to agree follow any reasonable instructions that we may give relating to the service. Access to the premises where the CPE is installed should always be granted for maintenance purposes. If the land in which the CPE equipment is installed is owned by someone else, permission and approval of site visit should be given.

iii.     in the event that the customer wants to cancel the order at any time up to 10 working days, beginning with the day after we deliver the equipment or when you collected the equipment, the customer may return the equipment at his own cost. We will refund any payment they have made for the equipment. If we have to be the one to collect the equipment, we may charge the customer a reasonable fee for doing so.

1. we may also take action to manage the network’s performance during periods where there is a high demand.
2. If the customer is using any services, applications or features which are free of charge, these will end on the day customer agreement ends with us.

 

 

 

• Fault Repair & Service Interruption

1. VoISIP has customer care centers that would be operational 24/7 for customers to report any issue they might be experiencing on the network. The Customer service team would be dedicated towards resolving customer issues, establishing the cause of the problem, repairing the equipment or software or suggesting next steps to problem resolution.
2. The customer should agree to protect the customer premises equipment from environmental or physical damage. If the CPE is damaged due to power surge, thunder etc, the customer would take responsibility for having it repaired or replaced.

iii.     If a customer returns an equipment as faulty, VoISIP will test the equipment, and if confirmed working, it would be sent back to the customer. Please note that this does not affect their legal rights relating to equipment which is faulty or wrongly described.

iii.     The telecommunications service may experience problems at times. VOISIP shall endeavor to give advance warnings of anticipated service disruptions or planned outages, including details of the disruption or outage. VOISIP shall inform customers via email, SMS, or any other suitable medium of planned network maintenance either for preventive or corrective situations.

• Special Measures for Consumers with Disability

1. VoISIP will from time to time consult with the consumer Forum to ensure that the requirements and interest of disabled consumers are taken fully into account in the development of their services.
2. VoISIP shall comply with any specific obligations that the commission may impose on operators in respect of special services or service arrangement for customers with disability.

 

3.0    ADVERTISEMENT & REPRESENTATION OF SERVICES

The Advertising practitioner council of Nigeria (APCON) is the body that regulates advertisement practices in Nigeria, and they have established the code of advertisement practice. Therefore, all marketing materials shall be developed in line with the standard codes from APCON, as well as the customer affairs of NCC. Accordingly, all adverts shall be approved by these bodies before being made available on the public domain.

Availability of Service

VoISIP internet Service will not be available in all parts of the Nigeria or in every city in Nigeria, and may be restricted to certain areas within those cities where service is available. The service is provided via fixed mobile broadband radios or FTTH and so may be affected by geographic, atmospheric or other conditions or circumstances beyond our control. We plan to begin operations in Port Harcourt, Rivers State, and with time move to other cities in Nigeria

4.0    CONSUMER BILLING, CHARGING, COLLECTION & CREDIT PRACTICES.

1. When a customer first agrees to use our service, an invoice is sent via email. The customer can opt to settle the invoice by direct payments through the company bank accounts or through our online portal integrated in our website.
2. The customer should agree to pay all charges for equipment and internet service, including any state or federal taxes and charges, whether the service is being used or not. The preferred method of payment will be via online transfer or bank cheque or cash deposit to any of our nominated banks as communicated in the invoice.

iii.     VOISIP will normally bill customers upfront for any rental charges for the service. We can also bill the customer later for any usage charges after the event which the charges relate to. If possible, charges will appear on the customer’s next bill, but sometimes there might be a slight delay.

1. VoiSIP will send any bill accrued to the customer’s email address unless otherwise stated by the customer. VoISIP will also develop a login portal on our website, where bills can be viewed. VoiSIP will send the first bill shortly after we have provided the customer with the service for the first time. After that, VOISIP will send bills regularly. However, we may sometimes send the customer a bill at a different time, for example, if the amount of money owed is considerably higher than expected.
2. The customer should agree to pay the charges as soon as they receive the bill. They may also need to pay a deposit or a payment upfront before they receive goods or services.
3. VoISIP will pursue all routes available to recover outstanding debt. We will send out reminder letters to follow up outstanding invoices. VOISIP will also send emails to the address in the account details reminding them of their subscription. VoISIP will also suspend customer service at any time for nonpayment.

 

4.1.   Compensation for Loss of Service/Refund Policy

VoISIP strive to ensure that customers receive a fair deal. We will provide compensation on individual customer case basis, where customer has be disadvantaged by VOISIP actions, provided that customers have been using the service in accordance with the published terms and conditions.

Below shows the proposed refund/chargeback agreement to be signed with our customers in proven cases where VOISIP fails to provide proper service in line with the agreed availability terms.

 

	Availability (%)	Chargeback/Subcharge (%)
	98-100	0
	97.9 -95	5
	94.9 – 90	10
	89.9 -90	15
	80 -50	20
Please note that chargeback is based on billing frequency i.e Monthly, Quaterly or half yearly. Compensation to residential customers will be refund of number of days.	<50	100

 

Compensation to residential customers will be refund of number of days.

 

5.0 Consumer Obligations

5.1    Acceptance of VOISIP Terms

Customers shall be bound by VOISIP’s terms of service on return of a signed agreement, or on clearly accepting the service terms by any form of communications. By activating the service, on commencement date, you are deemed to accept our service terms.

5.2 Access to Maintenace

Consumers shall grant the VOISIP or its authorized representatives, without charge, access to the premises, equipment or facilities as reasonably required for any provisioning or maintenance of the services, equipment or facilities.

5.3    Tamparing with Equipment

Consumers shall not use any equipment or related facilities provided by VOISIP for reasons other than those related to normal service, and shall not do anything that interferes with the functioning of such equipment or facilities, without the prior written authorization from VOISIP. Consumers shall be responsible for any loss or damage to equipment or facilities that result from actions contrary to the terms and conditions of service or this code.

Modification or attachment of any unauthorized device on VOISIP’s  equipment or facilities is prohibited without prior written authorization from VOISIP.

No equipment or device that interferes in any way with the normal operation of a telecommunications service, including any equipment or device that intercepts or assists in intercepting or receiving any service offered by VoISIP that requires special authorization, may be installed by or on behalf of any Consumer.

5.4 Reselling Services without Authorization

The Customer warrants that the Services will not be resold, unless VoISIP is notified in writing of the Customer’s intent to do so. In the event that the Services are resold with notice to VoISIP  the Customer shall save and hold VoISIP harmless for all liability arising from the use or misuse of such resold services, which must be sold under a formal agreement similar in form to this Agreement, including the Acceptable Use Policy. The Customer acknowledges that notice to VoISIP of its intent to resell the Services is an acceptance of this clause. The Customer may, however, share the services with third parties without cost. The Customer acknowledges that liability for any use or misuse of the shared services shall rest with the Customer.

 

5.5 Misuse of Service

Consumers shall not misuse public telecommunications services, including by: dishonestly obtaining telecommunications services; or possessing or supplying equipment that may be used to obtain such services dishonestly or fraudulently; or using services to send messages that are obscene, threatening or otherwise contrary to applicable laws or regulation.

5.6 Dishonest Churning
If you are a new customer asking for broadband service, we may choose to investigate your payment history with your last provider before granting you service. For this reason you may need to provide proof of your identity. Consumers are not allowed to ‘switch’ service to another
operator without settling all valid payment arrears for any services already provided by their last operator.

PROTECTION OF CONSUMER INFORMATION
We know that privacy is very important to our customers and we want you to feel confident about the privacy and security of their personal information. We will take reasonable care to prevent any unauthorized access to their personal information. VOISIP recognizes the importance internet privacy . We will use personal information that we collect from customers in accordance with strict procedures and laws of the Federal Republic of Nigeria. We have set out below some important
information about the personal information we may hold about you, and how we use it. 6.1 General Principles When ordering for our service, we may ask you for information such as name, home or business
address, contact phone numbers and email address. We will collect this information by phone, in writing or through a website. We may also ask customers for other relevant information about the service they are ordering.

6.2    How we will  Use Customer Personal Information
We use information about the customer in the following way
• Process of customer orders placed with us
• Charge for services we provide
•  Publish customer details in our directory, provide directory enquiry service or information to the regulator, NCC and other authorized government agencies.
• Communicate with customers about how to use the service and let them know about any changes to the service.
• Market our own products and services. We need your permission to use your information for this purpose. We will assume we have your permission unless you tell us otherwise by writing to
us at: VoISIP Telecommunications Limited, 5 lagos Street, Rumuomasi, Port Harcourt, Rivers State, Nigeria.
• Carry our market research and analysis on our current products and services and future developments. We will make sure that the customer cannot be identified. We may give information in this form to certain other people or organizations.

Prevent and detect criminal activity, fraud, misuse of or damage to our network and prosecute and sue those responsible.
• We may provide information (in response to requests from authorized law enforcement agencies) to prevent and detect crime and prosecute offenders. We may also provide information to protect national security. In all cases, we will do so in line with the laws of the Federal Republic of Nigeria.

6.3    How long we keep personal information

How long we keep personal information depends on how we use that information.

In some cases, by law we must keep information for a minimum period. Unless specific legal requirements say otherwise, we will keep information no longer than is necessary for the purpose we collected or processed the information.

6.4    Changes to our Privacy Policy

We may make changes to our Privacy Policy from time to time. Your continuing use of the VOISIP services indicates your agreement to the use of your personal information as set out in this Privacy Policy.

6.5    Maintaining Data Quality

We take due care in ensuring that personal information provided by you is retained and processed in a manner that ensures that this information is accurate, relevant and current for the purpose for which it is to be used.

 

COMPLAINTS HANDLING

7.1 Information to Consumers
If the customer is unhappy with our service the customer should contact us and let us know. It is through this feedback that we are able to review and improve the overall service we provide. If any customer has a
complaint, our formal internal complaints procedure is outlined below.

We are fully committed to addressing all complaints, fully and fairly, and in a reasonable time frame. We will try and resolve complaints by telephone & email. Should a customer wish to receive a response in writing, the customer must request for it.

7.2 Fault Process
VOISIP will operate a service desk which is reachable 24 hours a day and 7 days a week via telephone and email. All VOISIP subscribers will be able to contact the help desk via telephone +2348145213923, +2347015323811 or email support@voisiptelecomms.com.

7.3 Resolution Time
We aim to deal with problems as quickly as possible and so our help desk assistance will try to resolve the problem during the telephone call although complaints about bills may take longer to put right. If this is not possible, they will inform you of a cause of action.

 

7.4 Escalation
If a customer needs to escalate a complaint about the way we have handled any aspect of your account or the way they have been treated when contacting the technical support or Customer Service desks
they may escalate by sending an email with the details of your complaint
to support@voisiptelecomms.com.

7.5 Contacting the Customer
When we need to contact the customer, we will use their billing address, e-mail address, mobile or fixed phone number. We will contact them to advice on the outcome of an investigation to any complaint which our help desk agents were unable to resolve during the initial telephone call.

7.6 Special Needs
VoISIP is aware of its legal and moral obligations to disabled customers. We offer a number of different services for our customers with special needs. These services are designed to not only meet the demands of the current regulations, but to also enable us to offer the best possible service to these customers.

7.6.1 Special Literature
Copies of this code of practice in larger print would be available by post from us. Our web developers would be working continually to improve the accessibility of our sites to disabled customers.

7.6.2 Priority fault repair
In the event of a fault, where a special needs customer has a bonafide need of urgent repair, priority is given to restoring such a customer’s service.

7.6.3 Bill payment
Disabled customers who are dependent upon the service may nominate somebody who can help them deal with bills, and their account in general. Specifically, this nominee can:
• Be the person to whom the customer’s bill is sent.
• Be the person to whom any enquiry will be made by VOISIP in the event of a bill not being paid.
• Pay the bill on behalf of the customer – but will not be held legally liable for the bill
In order to take advantage of any of these services, customers with special needs must pre-register their requirements with us. In order to register they call or email Customer Care.

7.7 Charges

Complaint handling processes shall be provided free of charge. However, we may impose a reasonable charge for complaint handling processes where investigation of the complaint requires the retrieval of records more than twelve (12) months old, and where that retrieval
results in any incremental expense or significant inconvenience. Any such charges shall be identified, communicated and agreed with the subscriber before we bill for it.

7.8 Action on disputed charges
When there is an unresolved complaint or billing dispute, the consumer shall be obliged to make payment of any outstanding amounts other than the amount that is specifically in dispute. We shall not impose any additional charges in form of credit management or interest until while the dispute is being resolved.

7.9 Changes to complaint Handling Process
VOISIP shall from time to time and as may be required by NCC review our complaint handling process. Revised and updated information will be posted to our website www.voisiptelecomms.com

 

8. CODE COMPLIANCE
   8.1 Licensees (VOISIP) Responsibility
   VOISIP takes its responsibility to the code compliance very seriously and recognizes the importance of developing and maintaining good Code that is approved by the commission. The company is committed to an ongoing process of improvement in its operational performance, seeking not only to comply with legal or mandatory requirements but also proactively educate her employees regarding the code compliance and providing the required information to the
   Commission as at when needed.

8.2 Compliance Monitoring and Reporting by the Commission
VOISIP is in full support and agrees to work with the Commission as well as customers to ensure that the service it delivers in terms of quality and customer support continues to meet and even exceed developed standards and codes of conduct.

8.3 Consumer Complaints
All complaints by consumers will first be lodged and dealt with by VOISIP in accordance with Clause 7 of this Code. Where a Consumer lodges a complaint with the Commission and does not
initially contact us, the Commission will forward the complaint to VOISIP for resolution in ccordance with our complaint handling process detailed in this Code.

8.4 Industry Complaints
Industry complaints are those made by one Licensee against another for an alleged breach of a consumer code. Industry complaints will also include complaints by a group representing consumer interests against a Licensee. All Industry complaints will be lodged directly with the Commission. Where an Industry complaint is lodged with a Licensee, without evidence that the complaint has been lodged with the Commission as well, the Licensee shall forward a copy of the complaint to the Commission without delay, and will notify the complainant of its further contact.

8.5 Commission Investigation
The Nigerian Communications Commission (NCC) is empowered by law and is fully responsible or ensuring compliance as well investigation into complaints or breach of code by either VOISIP, her customers or between VoISIP and other providers.

8.6 Appeals Process
where there is a dispute between us that cannot be resolved within 60 days from the first date of lodging the complaint with us, you have the right to refer the matter to the Head, Consumer Affairs department of Nigerian Communication Commission.

8.7 Confidentiality
We treat any information concerning any complaint or compliance in confidence and will not disclose it to anyone except or in accordance with any instructions you have given us. However, there are circumstances in which we may be required by law to disclose information. Such requests normally come from Statutory Authorities, for example, Police Forces, EFCC and Excise etc. Any such disclosure will be strictly controlled and will be made fully in accordance with the laws of the Federal Republic of Nigeria.