Individual Consumer Code Of Practice

PUBLISHED BY
SIU TELECOMMUNICATIONS NETWORK LTD (MOBILE VIRTUAL NETWORK SERVICE TIER 3 CORE-FACILITIES VIRTUAL NETWORK OPERATOR (CF-VNO)) PROVIDER

IN COMPLIANCE WITH THE NIGERIA COMMUNICATIONS COMMISSION CONSUMER CODE OF PRACTICE REGULATIONS 2O24 (AS AMENDED)

This Consumer Code of Practice (this “Code”) is published pursuant to clause 6.1 “Code of Practice” of the Mobile Virtual Network Service License (Tier 3 Core Facilities Virtual Network Operator (CF-VNO) (the “License”), granted to Siu Telecommunications Network LTD (“Siutel” or the “Company’’)]. The provisions of this Code are in addition to and not in reduction of the obligation of Siutel under the License and under the Nigerian Communications Act (the “Act”). Nothing in this Code affects your statutory rights and this Code does not form part of a contract or collateral contract between Siutel and you.

This code helps to explain what to do if things go wrong. It gives information on how to get a full explanation, together with a remedy. It sets out the complaints procedure and explains how to use it should the need arise. It also describes what to do if you have a complaint, how we will resolve it, and what you can do if you are not satisfied with our response. Copies of this Code may be obtained by contacting our Customer Success Team.

WHY THIS CODE IS IMPORTANT

The Individual Consumer Code of Practice outlines Siutel’s dedication to protecting consumer interests, promoting transparency in service delivery, and maintaining open communication with all customers. The Code provides guidance on:

Procedures for lodging complaints and obtaining timely resolution

Consumer rights and responsibilities

Billing transparency and fair service practices

Protection of customer data and privacy

KEY HIGHLIGHTS OF THE CODE

1. Provision of Information

Siutel is committed to providing accurate and up-to-date information about its services, including:

Clear descriptions of available services
Simple subscription and opt-out processes

Full disclosure of contract terms, duration, renewal conditions, and termination policies

2. Complaint Handling

Siutel maintains an efficient complaint resolution framework designed to ensure customer satisfaction. Key features include:

Multiple complaint channels for customer convenience

Defined escalation procedures where issues remain unresolved

Resolution of complaints within established regulatory timelines

3. Consumer Obligations

Customers are encouraged to comply with applicable service terms and avoid unauthorized or improper use of services to ensure a secure and seamless experience for all users.

4. Protection of Consumer Information

Siutel prioritizes customer privacy and data security by adhering to relevant data protection laws and best practices, including:

Transparent data collection and storage processes

Safeguards against unauthorized access or misuse of personal information

5. Billing Transparency

Siutel’s billing practices are designed for clarity and fairness through:

Accurate and timely invoices with clear charge breakdowns

Flexible billing arrangements where applicable

Advance notification of any changes to billing terms or subscription plans

HOW TO ACCESS THE FULL CODE

The complete Individual Consumer Code of Practice is available on the Siutel website https://www.siutel.ng/code-of-practice. Customers and stakeholders are encouraged to review the document to better understand their rights, obligations, and the services provided by Siutel.

CONTACT INFORMATION

For enquiries, support, or further information, please contact:

Email: [email protected]
Phone: +2348137751523.
Website: https://www.siutel.ng/code-of-practice