Individual Consumer Code of Practice

BACKGROUND

Emerging Markets Telecommunications Services Limited (EMTS) is mandated by Section 106 of the Nigerian Communications Act, 2003, as well as Section 6 of the General Consumer Code of Practice to prepare and make available to customers upon request, a Consumer Code of Practice.

In full compliance with these regulatory prescriptions, EMTS has published a Code of Practice for Consumer Affairs, which has been approved by the Nigerian Communications Commission (NCC) and is available for viewing at all our Experience Centers, upon request.

WHO WE ARE

On 15th March 2007, EMTS was issued a Unified Access Service License (UASL) by the NCC.

This License authorized EMTS to construct, maintain, operate and use a network consisting of a mobile communication system, a fixed wireless access telecommunications system, a fixed wireline telecommunications system or a combination of any of the above in Nigeria.

A copy of our current License is available for inspection at our Head Office.

OUR COMMITMENT & SCOPE OF LIABILITY

EMTS is committed to serving you, our customers. This Code of Practice (the “Code") therefore reflects our commitment to provide you with the best service and our resolve towards ensuring that your queries & complaints, will be dealt with quickly and fairly.

This Code provides information on how to contact us, become a user of our services, our sales and marketing activities, our billing and pricing practices, customer obligations and complaint handling processes.

Note that nothing in this Code detracts from our customers’ statutory rights under the Nigerian Communications Act, 2003 {the “Act"), the Consumer Protection Regulations 2007 (the “Regulations") and the General Consumer Code of Practice ("General Code") issued pursuant to the Regulations, nor does it form part of any contract between EMTS and its customers.

1. PROVISION OF INFORMATION TO CONSUMERS:

(a). DESCRIPTION OF SERVICES

Descriptions and tariff details about EMTS’ current products & services can be accessed from our Customer Contact Centers, our website and our Experience Centers.

Occasionally, we may use other means (e.g., public advertisements on television, newspapers and billboards) to promote our current and/or future products and services.

EMTS believes that it is important that customers understand what products & services are available, to enable them to select a preferred product/service, that meets their needs and budget.

EMTS will therefore provide offers and service descriptions, using clear and simple language.

EMTS offers a range of telecommunications products and services, tailored to meet the needs of individual, business, and enterprise customers in Nigeria.

Here’s an overview of some of our key offerings.

1. Voice Services

2. Data Services

• Data Bundles: EMTS has various data plans in its portfolio including daily, weekly, monthly plans and several variants.
• Social Media Bundles: Affordable data plans for popular social media platforms like WhatsApp, Instagram, Facebook and X (formerly known as Twitter).

3. Value-Added Services (VAS)

EMTS through its vendors/partners create a platform through which its subscribers can enjoy Value Added Services (VAS).

A visit can be made to any of EMTS’ Experience Centers or website, to learn more about VAS on the network.

• SMS and USSD Services: Various services like bill payments, airtime recharge and more can be accessed through the use of SMS and USSD codes.
• Ring Back Tunes (RBT): Personalized caller ring-back tunes.

4. Digital Services

EMTS through its vendors/partners create a platform through which its subscribers can enjoy digital services.

A visit can be made to any of EMTS’ Experience Centers or website, to learn more about digital services on the network.

• Airtime and Data Top-up Services: Options for quick recharges and bill payments through its app and USSD codes.
• Loan Services: Access to airtime and data loans (More Credit).

5. Business Solutions

• Internet and Broadband Services: Customized solutions for businesses, including broadband.
• IoT Solutions: Internet of Things (IoT) offerings for businesses.
• SMS Services: Solution to reach customers through SMS.

6. App and Self-Service Options (Interactive Voice Response IVR)

(ii). CONTACT DETAILS

Our operating business hours are 9.00am to 5.00pm from Monday to Friday, excluding public holidays.

Any questions about this Code, our tariffs, services or products, contract terms and conditions should be directed to our Customer Contact Centers which are available 24 hours a day, on the following numbers:

• 300 (for T2mobile subscribers)
• 0809 000 0300 (for subscribers from all other networks)

b. SERVICE CONTRACTS

Before selecting any of EMTS’ products & services, you will be provided with a complete description of the service and advised as to the existence (or otherwise) of other services required, in order to effectively utilize the service.

In addition to the above, detailed information on special numbers, pricing, service quality levels, waiting-times (where applicable), service areas & coverage maps (where applicable), compensation (applicable where contracted quality service levels are not met), dispute-resolution procedures & methods, contractual warranties (where applicable) and maintenance services will also be made available to the customer.

In the event that products/services are bundled (in line with the NCC Guidance on the Simplification of Tariff in the Nigerian Communications Sector), detailed information on each product/service making up the bundle, will be made available.

Where services are subject to upgrade/migration options, detailed information on applicable upgrade or migration terms will also be made available.

Customers will be bound by EMTS’ terms and conditions upon accepting to use the product or service, by any form of communication.

All customers are also deemed to have accepted EMTS’ terms and conditions, upon commencement of the use of the product or service.

c. PRICING INFORMATION

All applicable prices and related information on all our product and service offerings can be accessed on EMTS website.

Further information required about the pricing of our products and services can be requested from our customer care lines;

• 300 (for T2mobile customers only)
• 08090000300 (for customers from all other networks)

and our social media platforms;

• X (formerly known as Twitter): @t2mobilengCare
• Instagram: @t2mobileng
• Facebook: @t2mobileng
• Telegram: 09092000192

EMTS reserves the right to change the prices of its product and service offerings from time to time, as may be approved by the NCC and such changes will be communicated to customers, upon receipt of the relevant regulatory authorization.

d. CONTRACT TERMS AND TERMINATION

There are safeguards in place to ensure that all customers understand the service terms.

Full details on the contents of EMTS services are contained on the EMTS website.

The terms and conditions of EMTS services are also contained on EMTS website.

All EMTS contracts contain commencement and termination date(s).

e. PRODUCT WARRANTIES AND MAINTENANCE

EMTS’ services are provided within the service supply standards set out by the NCC in the Quality-of-Service (QoS) Regulations, 2024, subject to the following conditions:

• In the event that EMTS encounters technical problems that interfere with the provision of our service(s), the time for rectification will be subject to any time or process for rectification, that is permitted by the NCC.
• EMTS will not be responsible for any readiness of premises or availability of infrastructure or equipment that is beyond our reasonable control.
• EMTS will not be responsible for delays or refusal-of-service requests, caused by any customer identified as not being creditworthy.

f. FAULT REPAIRS AND SERVICE INTERRUPTION

Customers can contact us to lodge complaints of service faults, 24 hours a day via EMTS’ Contact Centre lines (300/0809 000 0300).

However, unless otherwise stated, EMTS will only attend to faults at our walk-in centers during operating business hours (i.e., from 9.00am to 5.00pm, from Monday to Friday), excluding public holidays.

g. SUBSCRIPTION OF SERVICE

Subscription may be a prerequisite for accessing certain services.

Information about service offerings that require subscription can be requested from our customer care lines;

• 300 (for T2mobile customers only)
• 08090000300 (for customers from all other networks)

and our social media platforms;

• X (formerly known as Twitter): @t2mobilengCare
• Instagram: @t2mobileng
• Facebook: @t2mobileng
• Telegram: 09092000192

2. ADVERTISING AND REPRESENTATION OF SERVICE:

Our company will ensure that all advertising and representations of our services are accurate, truthful and transparent.

This includes but is not limited to, representations of service quality, coverage and speed.

We will comply with all applicable laws and regulations regarding advertising and consumer protection.

a. AVAILABILITY OF SERVICES

EMTS acts responsibly in all its promotional activities and strictly adheres to all applicable laws and regulations, including advertising and consumer protection regulations.

Clear, accurate, fair and non-misleading information about value or services offered, are the guidelines of all our communications.

All services, promotions, offers and other material information are subject to availability as may be determined by, and in the absolute discretion of EMTS.

EMTS reserves the right, in its absolute discretion to suspend and/or any promotion or other offers available on its network.

b. ADVERTISING OF PACKAGED SERVICES

When advertising our packages and services, we will clearly and transparently disclose all relevant information, including pricing, data allowances, contract terms and any applicable fees or charges.

We will also ensure that all advertising is free from misleading or deceptive conduct.

EMTS will also ensure the availability and delivery of all components of the package, where a service is offered as part of the package.

c. INTERNET CONNECTIONS

Our company will provide internet connections that meet the minimum speed and data allowances as advertised.

We will also ensure that our internet services are provided with reasonable care, skill and that we take all reasonable steps to ensure that our services are available and accessible to our customers.

d. DISCLAIMER

The services we provide are subject to various factors, including but not limited to, network congestion, maintenance and outages.

We do not guarantee uninterrupted or fault-free services and we will not be liable for any damages or losses resulting from such interruptions or faults.

e. TELEMARKETING

We will only engage in telemarketing activities between the hours of 9.00 am and 8.00 pm, as from Monday to Friday.

Customers have the right to opt-out of receiving telemarketing calls from us at any time and we will respect this right.

We will also ensure that all telemarketing calls are made in compliance with all applicable laws and regulations.

3. CONSUMER BILLING, CHARGING, COLLATION AND CREDIT PRACTICES:

EMTS’ general principles, regarding billing include accuracy, timeliness, accountability and ability to verify.

a. BILLING INFORMATION

Our bills will clearly and transparently disclose all relevant information, including charges, data usage, payment due dates and any applicable fees or charges.

We will also provide customers with regular billing statements and customers can access their billing information online or by contacting our customer service team.

In addition, the billing name, billing address and billing period will be included in any billing correspondence.

b. ITEMIZATION OF CHARGES

All charges will be itemized on our bills, including any breakout of individual services or features.

c. TIMING FOR ISSUANCE OF BILL

Bills will be issued to customers on a monthly basis (within 10 days of each billing period), via their registered email addresses, with payment due dates clearly specified on the bill.

d. RECEIPTS AND CONSUMER PAYMENT ADVICE

Customers will receive receipts for all payments made and we will provide customers with clear and transparent payment advice, including any payment options and due dates.

e. BILLING FREQUENCY

Customers will be billed on a monthly basis, with the option to pay bills electronically, by mail, or in person.

EMTS shall provide advanced written notification of any proposed changes in billing periods and such advanced notification should be at most equal to two (2) of its applicable billing periods of a minimum of 60 days in advance, where the billing period is charged monthly and in line with the Consumer Code of Practice Regulations, 2024.

f. NON-PAYMENT OF BILLS

If a customer fails to pay their bill on time, we will send a reminder notice and provide the customer with an opportunity to pay the outstanding amount.

If the customer still fails to pay, we may suspend or disconnect the service and the customer may be liable for any additional fees or charges.

g. PREPAID SERVICES

Our prepaid services will allow customers to purchase credit in advance, customers can check their balance and expired or unused credit at any time.

Prepaid services will be provided in accordance with our standard terms and conditions.

4. CONSUMER OBLIGATIONS:

In general terms, a customer's obligations to EMTS includes the following:

• Paying of bills as and at when due.
• Duty to abide by contract terms.
• Duty to grant reasonable request for access to premises.
• Duty to use equipment/facilities reasonably.

6. PROTECTION OF CONSUMER INFORMATION:

EMTS shall maintain a policy on the protection of consumer information and as such ensure that we collect and maintain information on individual consumers, reasonably required for business purposes and based on lawful bases.

EMTS recognizes the importance of privacy & security in handling consumer information.

However, for us to provide services, it is necessary for us to obtain and store some information about our customers.

This is a standard practice by network and service providers serving people on commercial terms and it enables EMTS to deliver and charge for the provision of services.

Where EMTS opts to exercise this option, the collection and maintenance of information on individual customers will be fairly and lawfully collected and processed for limited and identified purposes.

EMTS shall employ its best efforts to ensure that such information is only retained for as long as is reasonably required, processed in accordance with the customer's other rights and protected against improper/accidental disclosure or transfer to a third-party, as permitted by any terms and conditions agreed with the customer, as permitted by any permission or approval of the NCC, as otherwise permitted or required by other applicable laws or regulations.

Customers can find in our Code of Practice on the Confidentiality of Customer Information, the practices EMTS applies in ensuring the protection of customers’ information.

a. DATA GATHERING

We will only collect customer data that is necessary for us to provide our services and we will ensure that all data collection is done in compliance with all applicable laws and regulations.

b. DATA STORAGE

We will store customer data securely and in compliance with EMTS’ policies and all applicable laws and regulations.

We will also ensure that customer data is protected from unauthorized access or disclosure.

c. DATA SHARING

We will only share customer data with third parties in accordance with our privacy policy and in compliance with all applicable laws and regulations.

Customers have the right to opt-out of any data sharing at any time.

For further information, kindly visit:

https://t2mobile.com.ng/policies?category=Privacy+Policy

EMTS may engage the services of third parties in order to process your Personal Data collected by us.

The processing by such third parties shall be governed by a written contract with EMTS to ensure adequate protection and security measures are put in place by the third party for the protection of Personal Data in accordance with the terms of this Policy and the Nigeria Data Protection Regulation (NDPR) and Nigeria Data Protection Act (NDPA).

We may also share your personal data with law enforcement agencies, where required by law to do so.

Where applicable, EMTS will share your information with:

• a) Partners, suppliers or agents involved in delivering the products and services you’ve ordered or used. For example, when you apply for a loan, your loan request is handled by our business partner who is bound by contract to protect your personal data.
• b) Law enforcement agencies, government bodies, regulatory organizations, courts or other public authorities if we have to, or are authorized to by law.
• For example, under the Cybercrimes Act, a law enforcement agency may request a service provider to keep or release any traffic data, subscriber information, content, or non-content information.
• This is, however for law enforcement purposes only.
• c) A third party or body where such disclosure is required to satisfy any applicable law, or other legal or regulatory requirement, e.g., to detect or prevent fraud or the commission of any other crime.
• d) A merging or acquiring entity where we undergo business reorganization, e.g., merger, acquisition or takeover.
• e) Loan and credit facility companies with whom your personal data may be shared for the provision of such services.

7. COMPLAINT HANDLING

Complaints can be lodged at any of our offices, by visiting any of our Experience Centers, by e-mail or by calling EMTS’ Customer Service Centre.

Our contact details are as previously provided in this Code.

All complaints are recorded and processed in accordance with EMTS’ Complaints Handling Processes.

EMTS will endeavor to address and resolve complaints, as quickly as possible.

The time required will however vary, depending on the complexity of the complaint.

Written complaints are acknowledged and acted on within the timeframes set out in the NCC’s Quality of Service (QoS) Regulations, 2024 (or as otherwise directed by the NCC, from time to time).

Verbal complaints are taken as acknowledged at the time the complaint was communicated to us.

Where possible, you will be advised when you make a complaint, of the expected actions and timelines for investigating and resolving the complaint.

Any Information collected and recorded as part of the complaint handling processes will be retained by EMTS for a minimum of twelve (12) months, following resolution of a complaint.

In the event that EMTS regards a complaint as frivolous, malicious, or deliberately intending to waste time and resources; then the customer will be informed accordingly and if the customer is dissatisfied, EMTS will have further recourse to escalation, including referral of the issue to an arbitral tribunal or the NCC.

EMTS shall update any information regarding its Complaints Handling and Tracking Processes, as appropriate.

Contact Mobile Number(s): 300 (for T2mobile customers only) and 08090000300 (for customers from all other networks).

E-mail Address: care@t2mobile.com.ng

Contact Address: Plot 19, Zone L, Federal Government Layout, Banana Island, Ikoyi Lagos.

a. INFORMATION TO CONSUMERS

We will provide customers with clear and transparent information about our services, including any terms and conditions, pricing and coverage.

We will also ensure that all information is accurate and up-to-date.

b. SPECIAL NEEDS

EMTS’ policy fully supports customers with Special Needs.

Customers that fall under this category should enquire about services available to assist their peculiar needs, at EMTS’ Customer Contact Centers nationwide or through our Customer Service Centers, which are available 24 hours a day on the following numbers:

300 (for t2mobile subscribers) & (0809 000 0300 for subscribers from all other networks).

EMTS has and will continue to make adequate provisions to ensure that customers with special needs, have access to our complaint handling processes, at our Experience Centers.

EMTS further commits to provide reasonable assistance, in cases where persons with special needs specifically requests for assistance, in lodging complaints.

c. COMPLAINT PROCESSES

Customers can lodge a complaint with us by contacting our customer service team.

We will respond to all complaints promptly, fairly and we will work to resolve the complaint as quickly as possible.

Complaints can be lodged through any of the media provided below:

Contact Mobile Number(s):300 (for T2mobile customers only) and 08090000300 (for customers from all other networks).

E-mail Address:care@t2mobile.com.ng

Contact Address:Plot 19, Zone L, Federal Government Layout, Banana Island, Ikoyi Lagos.

d. CHARGES

Our charges will be transparent and clearly disclosed to customers.

We will also ensure that all charges are reasonable and in compliance with all applicable laws and regulations.

Complaint Handling Processes shall be free of charge.

However, EMTS may impose a reasonable charge for complaint handling where investigation of the complaint requires the retrieval of records for more than 2 years, in line with the Consumer Code of Practice Regulations, 2024.

e. FURTHER RECOURSE

If a customer is not satisfied with our response to a complaint, they can seek further recourse through our internal dispute resolution process or through an external dispute resolution scheme.

Issues can also be escalated to the NCC via various channels, for intervention.

f. ACTION ON DISPUTED CHARGES

If a customer disputes a charge, we will investigate the dispute promptly and fairly.

If we determine that the charge was incorrect, we will refund the customer the amount of the incorrect charge.

g. DATA COLLECTION AND ANALYSIS OF COMPLAINTS & OUTCOME

We will collect and analyze data on complaint outcomes to identify trends and areas for improvement.

This data will be used to refine our complaint handling processes and improve customer satisfaction.

h. CHANGES TO COMPLAINT HANDLING PROCESS

We reserve the right to modify our complaint-handling processes at any time.

Any changes will be communicated to customers through our website, customer notifications or other relevant channels.

i. RETENTION OF RECORDS

All personal information shall be retained, stored for 24 months and destroyed by EMTS in line with EMTS’ Document Retention Policy, legislative and regulatory guidelines.

For all Personal Data and records obtained, used and stored within the Company, EMTS shall perform periodical reviews of the data retained to confirm the accuracy, purpose, validity and requirement to retain.