VDT COMMUNICATIONS LIMITED

Consumer Code Practice

 Introduction:

In this code we attempt to provide answers to a range of questions which you may have about our services and to provide you with information on how and where you can obtain advice and help.

In addition to this Code we aim to comply with the principles outlined in various legislation including the Nigerian Communication Act 2003, Schedule 1 of the Consumer Code of Practice Regulation, 2007. We make available full and accurate information in plain language about how services are run, how they should perform and who is in charge. This code helps to explain what to do if things go wrong. It gives information on how to get full explanation, together with a remedy. It sets out the complaints, how we will resolve it, and what you can do if you are not satisfied with our response. Nothing in this Code affects your statutory or common law rights, nor is anything contained in this Code intended to form a part of a collateral or collateral contract between VDT Communications Limited and any of its subscribers.

Copies of this Code may be obtained by contacting our Customer Care.

Contents:

Introduction

Section 1 About us

Section 2 How to contact us

Section 3 Responsiveness and Customer Complaints

Section 4 Provision of our main services and Fault Reporting

Section 5 Our Billing Code of Practice

Section 6 Terms and Conditions of Service

Section 7 Our Responsibilities

• About us

• VDT Communications Limited

VDT Communications Limited is an established communications company providing choice, value and innovation. VDT Communications Limited was granted licenses by the Nigerian Communications Commission to provide internet services and international Data Access services to, from and within the Federal Republic of Nigeria.

You can find more information about us in our website at www.vdtcomms.com

We provide a comprehensive range of internet and data services to business and residential customers.

OUR VISION
“To be the preferred broadband communication service provider in Nigeria”.

OUR MISSION
“To operate a network of communication infrastructure that provides quality service to the customer in a flexible reliable and secure manner”.

•  How to contact us

Please feel welcome to contact us if you need advice, information or assistance with any matter relating to our business.
General enquiries:
Telephone : +234- 1-2714711
Fax: +234-1-2714711
Website: www.vdtcomms.com
Email:

Our main office address is:
VDT Communications Limited
Union Marble House
7th Floor
1, Alfred Rewane Road
Falomo, Ikoyi
Lagos State,
Nigeria.

•        Range of Services

• The Internet

  With the internet you can be permanently connected and pay a fixed monthly fee or only pay for the time you use.

Broadband means you the ease of ‘always on’ access to email, personal web and chat facilities, plus multi-player gaming, exclusive movie features, music, videos and interviews. We’ll help you make the most of your time online with our range of broadband services.

VDT Communications Limited offers you one of the best broadband experiences. From the ability to access information in seconds to qualify video and audio streaming, the VDT broadband site was built with you and your needs in mind. The site combines unique state –of-the-art technology with an exciting mix off entertainment, services and information tailored to meet the needs of broadband customers. Our site also offers sensible advice on how to manage your internet usage and how to protect your PC against potential harm and abuse.

• Fixed Wireless Broadband

FWB is a type of high-speed internet access where connections to the internet are made by service providers using radio signals rather than cables. Several different forms of fixed wireless broadband are available to residential and business customers. These include a Point-to-Point connection or Point-to-Multipoint connection with the use of Customer Premises Equipment (CPE).

• Virtual Private Network (VPN)

A virtual private network provides a private communications network over a shared (public) network infrastructure. For example, an IP VPN can provide secure end-to-end connections through a public IP network.

• Responsiveness and Customer Complaints

• Responsiveness

VDT Communications shall adopt the following five customer care principles that will guide how we do our business in responding to our customer’s request

• We will deliver quality, value and excellent service to customers every time.

• We will deliver quality and value for money, and always endeavor to put the consumer first.

• We will always utilize responsible marketing practices.

• We will make sure that our customers can make informed choices based on honest and straight forward information we provide.

• We will protect the confidentiality of information given to us by our customers in keeping with section 146 of the Nigerian Communications Act, 2003.

In the event of request for information from existing and prospective customer, VDT Communications Limited shall make available in response.

• The rate for each services, terms and conditions for all services offered to the public is available in print and electronic format and our website (www.vdtcomms.com). this shall also be available at our outlets (offices) where our services can be deployed.
• Since our services are price involved, our tariff charges for all services will be accessible to customers at all our office locations.
• In a situation where there may be need for a price change in our service, we shall notify our customers either by print or electronic media.

• Contract or Agreement

VDT Communications Limited shall make available a print copy of our contact for the provision of services written in plain and clear language.

• Entering Into Contract with Consumer

• Before entering into contract with any customer, we shall provide a complete description of the service(s) to be delivered in plain and clear language. We shall maintain high quality of what we do through constant ongoing review of all aims, activities, outcomes and the cost-effectiveness of every activity. We encourage regular review meetings and provide regular progress report. Hence information about the quality of the service will be known to prospective customers. Full details of such services shall be adequately advertised. This information will include the waiting time for the service to be deployed.

• When terminated by customer due to a material breach by VDT Communications Limited, the services fee for the ongoing services will be refunded by VDT Communications Limited.

• A description and price for services and components sold separately will be spelt out to prospective consumers.

• In the event of upgrade or migration options, information will be made available to consumers with regards to the upgrade and migration terms.

•        Pricing Information for Contracting Service

•      Customers will be given full information about rates, charges of parts and of elements where applicable including all calculations.

•       The frequency in invoicing will depend on the type of service to be deployed.

•       The prices of individual service may be charged from time to time at the discretion of VDT  Communications, but the circumstances that will inform the change will be communicated to customers via email and/or hand delivery.

•          Contract Term and Termination

•     The commencement date of the service will be after the complete deploying of the service.

•     Each party shall have the right to terminate this agreement upon thirty (30) days prior   

                   written notice if the other party is in breach of any material obligation under this agreement  
or the applicable License Agreement accompanying the services and the breaching party fails            
to remedy such breach within such notice period.

•       When terminated by VDT Communications Limited due to a material breach by the customer    

 the service fee paid by the customer or any part thereof will not be refunded to the customer.

•        When terminated by the customer due to a material breach by VDT Communications, the service fee for the ongoing service period will be refunded by VDT Communications Limited.

•         VDT Communications Limited may amend the terms of these general conditions and any  exhibit without prior notice to the customer. The customer shall be entitled to terminate the agreement by giving a written notice to VDT Communications to that effect prior to the effective date of such amendment; otherwise such amendments shall become effective and shall apply as of the effective date specified in the VDT Communications notice, not however earlier than from the beginning of the subsequent service period.

•         The different alternatives for service hours and response times shall be given in the applicable service description(s). in the case not otherwise agreed in the agreement document, the service hours will be the office hours.

•           Provisioning of Service

In the event that VDT Communications encounters technical problems that interfere with provisioning of our services, the time for provisioning will be subject to any time or process of rectification permitted by Nigerian Communications Commission.

•         VDT Communications shall not be responsible for any readiness or availability of

                  Infrastructure or equipment that is beyond our reasonable control.

•         VDT Communications shall not be responsible for delays or refusal of service request caused

                 by customer being identified as not credit worthy.

•         Customer Complaints

We are committed to providing world class telecommunications services. If you are unhappy with any aspect of our service or the way we do business with you, then we would like to know. We can then make changes and improve our service.

•        How to contact us if you have a problem

    If your problem is a general one about our products, sales and service or fault on your 
service, please call us on  +234-1-2714711 or writ to:

The Head, Sales and Marketing
VDT Communications Limited
Union Marble House
7th Floor
1, Alfred Rewane Road,
Falomo,  Ikoyi
Lagos – Nigeria
e-mail: info@vdtcomms.com

•        What if I am not satistified with the way my problem was handled?

If you are unhappy with the way that your problem is being handled, you may complain by writing to:

The Head, Service Management
VDT Communications Limited
Union Marble House
7th Floor
1, Alfred Rewane Road,
Falomo,  Ikoyi
Lagos – Nigeria
e-mail: support@vdtcomms.com

• Recording Complaints

          To help us respond efficiently, our operations manager keeps a record of any complaints   
received. This may include taking written notes of relevant telephone conversation and  
making copies of any written communications.

                        We will treat the records as confidential and will handle them within the relevant data    
protection, privacy and confidentiality legislation that applies in Nigeria.

                        Please keep a note of the date (s) and time (s) when you have spoken with us about your   
complaint; whom you spoke to and what they said or promised to do.

                        If the Nigerian Communications Commission (NCC) becomes involved in resolving a dispute  
with you, we may provide them with copies of records we hold about your complaint.

                        We will normally keep records for three years after a customer disagreement or  
complaint.

•       Responding to Complaints

      We will do everything we can to resolve complaints, disagreements or disputes as quickly      
and efficiently as possible. Our customer service manager will investigate your complaint  
and discuss a course of action with you to resolve the matter quickly and to your
satisfaction.

•       Handling Complaints

• All communication to VDT Communications shall be channeled by e-mail, telephone, letter writing or by using a web form. The e-mail addresses and phone numbers are available at VDT Communications website www.vdtcomms.com . the secondary form of communication is by telephone. Any telephone contacts requiring further communication are transferred to e-mail for tracking purposes and to ensure service level.

• Upon receiving a report, VDT Communications shall confirm both customer and technical information necessary for a timely and efficient response. The customer shall receive communication from VDT Communications when additional information is required during the troubleshooting process; or is responded to and/or resolved.

• Support services consist of technical support and assistance by-email and telephone to the customer using the service. Support services include receiving, classifying and logging support requests and the assignment thereof to VDT Communications technical specialists who are responsible for troubleshooting the problem until resolved.

• A problem is considered resolved when:
• The service conforms substantially to its specifications; or
• The customer has been advised on how to correct or bypass the error: or
• It has been discovered that the problem is a hardware failure and in case or
• VDT Communications supplied equipment, the RMA process has been started to replace the unit or the spare part in question: or
• It has been discovered that the problem falls within the category not covered bt the service fee, and the customer has been notified thereof.

• VDT Communications does not guarantee problems will be fixed in any specific time frame due to the fact that VDT Communications does not manufacture equipment. It is the goal of our organization to deliver commercially reasonable efforts to satisfactorily resolve each

Incident using the guidelines of the in call classification.

• The following classification will be used to identify the call based on its severity:
• Critical Technical Issues consist of a total loss of core functionality in the services that severely affect the customer’s enjoyment of the service. VDT Communications is willing to provide full-time resources to resolve the issue during the service hours specified in the agreed support service level.
• Non Critical Technical Issues include severe performance problems in the services that have a noticeable impact on customer enjoyment of service. VDT Communications’ is willing to provide resources during standard business hours to resolve the issue according to the agreed support service level.
• Other Issues consist of technical issues that have minor or no impact on customer’s enjoyment of the service, requests pertaining to preventive maintenance. Requests for technical assistance during usage of the service always fall into this category. VDT Communications is willing to provide resources during standard business hours to provide assistance and information to solve the issue.

• Resolving Complaints

            While we intend to do everything we can to resolve complaints, disagreement or 
disputes, sometimes a satisfactory conclusion cannot be reached. This may be because 
you are dissatisfied with the outcome, or we have exceed our target time for resolving a   
problem. If so, you can take the matter further by referring it to the Customer Affairs 
Bureau of the NCC.

5.3.1           NCC will act impartially and try to find a fair outcome for all parties if it decides that we 
have not adequately resolved the matter. If the NCC believes we have acted reasonably, 
you will be informed of this. However, if the complaint remains unresolved, you can ask 
the matter to be referred the NCC will take the complaint forward in whatever manner 
it considers appropriate.

5.3.2          Nothing in this scheme or process prevents you seeking resolution through the courts.

                      You can write to:
The Nigeria Communications Commission (NCC)
Plot 423 Aguiyi Ironsi Street,
Maitama, Abuja,
FCT
Nigeria.
Tel: +234-9-4617000
e-mail: info@ncc.gov.ng
website: www.ncc.gov.ng

• Code Compliance 

•              Quality of service

•      All other factors being present, VDT Communications shall guarantee 98% uptime for all  

     its data access services.  VDT Communications is, however, may not always be able to 
guarantee service access speeds. These can be affected by a wide range of factors 
outside of our control. Web access and download speeds will be affected by other users 
on a global scale.

• If a fault occurs in our system, we will inform our customers by the feasible means and in  the least time possible. Our target for fixing faults is no more than 24 hours and usually we will be able to resolve all faults within that period. Where customer connections are provided over circuits not owned or managed by VDT Communications, service disruptions and fault fixes may take longer than 24hours.

• We may have to suspend service without service without prior notice; however this would be only for circumstances beyond our control such as emergency maintenance, an act of government or an act of God. While VDT Communications will always try to ensure that any suspension causes minimum inconvenience, we are unable to accept any responsibility for financial or consequential loss that you may suffer as a result.

•         Quality Assurance

         VDT Communications maintains the quality of what we do through constant ongoing 
Review of all aims, activities, outcomes and the cost-effectiveness of every activity.

•         Accessing or Transmitting Unlawful Material

 VDT Communications recognizes that you will want to be able to access as wide a range of internet services as possible and does not wish to restrict that access. However, we do not knowingly permit the transmission of, or access to, material that the Nigerian Law Enforcement Authorities regard as unlawful. VDT Communications advises that a very large quantity of data passes through its network each day and that it is impossible to monitor all traffic passing through the system

•   VDT Communications understands that the original content provider is responsible for   

  content published on the internet and for ensuring that the content is lawful. We do no, 
and cannot, limit access to materials unless advised by appropriate law enforcement  
agencies that material is lawful.

• VDT Communications does operate its own subscription agreement and will take action to limit your access if your actions are in contravention of the agreement. If you feel that any site is in contravention of any laws of the Federal Republic of Nigeria, you should contact the Nigerian Communications Commission (NCC) and give information about the location of such site.

•        Compliments

       We always like to know when our staff has given you exceptional service and you can pass 
your comments directly to the VDT Communications Limited department concerned. 
Alternatively, we would be delighted to receive written compliments. Please address your 
letter to:

                       VDT Communications Limited
Union Marble House
7th Floor
1, Alfred Rewane Road
Falomo, Ikoyi
Lagos State,
Nigeria.
E-mail: info@vdtcomms.com

•          Repair Service

         Lightning can damage communication equipment, so we strongly recommend that you 
unplug any routers, modems, satellite receivers etc from any electricity supply, if a storm 
is likely. Lightning damage to any equipment will be charged at our normal repair charge 
prices.
Customers should ensure their equipment, both purchased and rented against loss or   
damage; particularly CPEs, where the replacement cost may be much higher than the 
original purchase price.

•         Getting Service Installed

                   We offer a range of services for internet access, a variety of packages and broadband 
internet in Lagos metropolis. Our sales teams can confirm the serviceability of your 
address for our services. We aim to deliver service to dates agreed with you. We need 
appropriate access to your property to install the relevant equipment.

•         Repair and Maintenance

        VDT Communications Limited carries out preventative and corrective maintenance over 
its networks and services. Our aim is to minimize inconvenience and correct faults 
through  remote diagnostic tools used at our fault management centre and/or with other 
technical support centres.

• we have a number of customer-education and self help options for our services, and

                 we recommend all customers use these facilities before reporting a fault to the 
operations manager.

•  we will do everything we can resolve complaints, disagreements or disputes as quickly and efficiently as possible. Our technical support team will investigate your complaints and discuss a course of action with you to resolve the matter quickly and to your satisfaction.

                   If we have to visit your home or premises, we can offer appointments between 8.30am 
and 5pm, Mondays to Friday. We aim to rectify faults within 17 workings hours.
Sometimes, factors outside our control can extend the time taken to make repairs. If we
are unable to repair your telephone service within our target time, we will contact you.

                  From time to time you may encounter problems with the service. This may be as a result
of problems with our equipment, network or CPE. VDT Communications shall inform 
Subscribers via email or any suitable medium of planned network maintenance either for 
preventive or corrective solutions.

                  If you experience a problem with the service you can contact our technical support 
department. They will establish with you the cause of the problem and assist towards 
repairing it. They will repair the problem if it is with our equipment. They will advise you 
how to repair the equipment or software if it is on your premises or will suggest who you 
need to contact.
You agree to look after your CPE. If you do not do so and the equipment is damaged, you 
may have to pay for it to be repaired or replaced.
Technical Support Telephone Numbers
01-2714711 ext. 122
01-2714711 ext. 123

•  Limited Warranty

 VDT COMMUNICATIONS LIMITED warrants only to the original purchaser of its product from a VDT-authorized reseller or distributor that its product will be free from defects in material and workmanship under normal use and service for six months after the date of purchase. If a defect occurs during the warranty period, you may return the CPE to the head office of VDT or to the nearest Point-of- Sale. VDT Communications shall determine in its sole discretion whether to repair or replace any defective CPE covered by this warranty.
In the event that VDT determines that the returned CPE is not covered by this  
warranty, VDT shall immediately notify you and request instructions regarding  
disposition. Your sole and exclusive remedy for defects the CPE covered by this  
warranty is limited to the correction of the defect by repair or replacement. The  
foregoing warranty shall not apply to defects resulting from improper or inadequate  
maintenance by you or authorized modifications, or misuse or operation outside of  
the environmental specifications of the CPE including exposure to the elements.
This warranty shall also not apply if the CPE or any component comprising the CPE 
has been subjected to mishandling, misuse, neglect, improper testing, repair, 
alteration, damaged or processing that alters is physical, electronic or electrical 
properties.
In order to recover under this limited warranty, purchaser must claim to VDT 
Communications within 30 days of occurrence. VDT Communications, at its option, 
shall repair or replace the defective unit covered by this warranty. Please retain the 
dated sales receipt as evidence of the original purchaser’s date of purchase. You will 
need it for any warranty service. In order to keep this limited warranty in effect, the 
product must have been handled and used as prescribed in the instructions 
accompanying this warranty.
This limited warranty doe not cover any damage due to accident, misuse, abuse or  
negligence. This limited warranty is valid only if the product is used with the  
equipment specified on the product box. Please check product box for details or call VDT Communications technical support. This limited warranty is non-transferable and does not apply to any purchaser who bought the product from a reseller or distributor not authorized by VDT Communications Limited. This warranty does not affect any legal rights you may have by operation of law. Contact VDT Communications at www.vdtcomms.com. Or at one of the technical support numbers listed below for warranty service procedures.

Disclaimer
EXCEPT FOR THE LIMITED WARRANTY PROVIDED HEREIN, TO THE EXTENT PERMITTED BY LAW, VDT COMMUNICATIONS DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ALL WARRANTIES OF MERCHANTABILITY AND/OR FITNESS FOR A PARTICULAR PURPOSE. TO THE EXTENT THAT ANY IMPLIED WARRANTIES MAY NONETHELESS EXIST BY OPERATION OF LAW,ANY SUCH WARRANTIES ARE LIMITED TO THE DURATION OF THIS WARRANTY.

 Limitation of Liability
REPAIR OR REPLACEMENT OF THIS PROUCT, AS PROVIDED HEREIN,IS YOUR EXCLUSIVE REMEDY. VDT COMMUNICATIONS SHALL NOT BE LIABLE FOR ANY SPECIAL INCIDENTAL OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO LOST REVENUES, LOST PROFITS, LOSS OF USE OF SOFTWARE, LOSS OF RECOVERY OF DATA, RENTAL OF REPLACEMENT EQUIPMENT, DOWNTIME,DAMAGE TO PROPERTY AND THIRD-PARTY CLAIMS, ARISING OUT OF ANY THEORY OF RECOVERY, INCLUDING WARRANTY, CONTRACT, STATUTORY OR TORT. NOTWITHSTANDING THE TERM OF ANY LIMITED WARRANTY OR ANY WARRANTY IMPLIED BY LAW OR IN THE EVENT THAT ANY LIMITED WARRANTY FAILS OF ITS ESSENTIAL PURPOSE IN NO EVEVT WILL VDT COMMUNICATIONS ENTIRE LIABILITY EXCEED THE PURCHASE PRICE OF THIS PRODUCT.

• Technical Support Helpline

 VDT Communications provides a technical support helpline facility which can be accessed 24 hours seven days a week. All customer fault complaints are dealt with on telephone except if customer comes in person to the VDT office. Calls are charged at the regular call rate by your telephone provider.

•        Credit Policy
• We expect our customers to:
• Pay their bills promptly
• Inform us of any significant change in their circumstances – for example if you are going to be away for an extended period which may affect bill payment.
• Be straight forward with us when providing personal information.

• Compensation- Refund Policy

VDT Communications is keen to ensure our customers receive a fair deal. We provide compensation on an individual customer case basis, where customers have been disadvantaged by VDT Communications Limited actions, providing that customers have been using the services in accordance with our published terms and conditions.

• Confidentiality of Customer Information

    We will treat any information we have about you in confidence and will not disclose it to   
anyone except yourself or in accordance with the 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, customs and excise etc. any such disclosure will be strictly controlled and will be made fully in accordance with current Nigerian legislation.

• Communication with Customers

We believe in effective communication with our customers. Customers can contact us by phone on the numbers specified above (How to contact VDT Communications) or at any time by e-mail.
We will also “promote” our services, including special offers through a variety of media but only where you have agreed to such contact. In doing this we will abide by the industry-accepted standards.

7.3       Social Responsiblity

7.3.1    VDT Communications Limited has a well defined two way internal communications  
approach that includes regular group wide  e-mail and printed announcements on  
company performance, special events and business achievements.

7.3.2      We are committed to equal opportunities and to enhancing the diversity of our 
workforce, based on performance and capability. Through our policies, we aim to ensure 
that we do not discriminate between employees or potential employees on basis of sex, 
sexual orientation, disability, race, religion, age, marital status, physical appearance or
ethnic origin. If individuals become disabled during employment and they are unable to 
continue to perform their jobs, consideration is given to restraining for alternative jobs.

7.3.3      we invest in the development and training of all our people, encouraging them to focus 
their learning around business needs and to pursue appropriate development 
opportunities.

• Environmental Policy

VDT Communications Limited takes its responsibility to the environment seriously and recognizes the importance of developing and maintaining good environmental standards. The company is committed to the process of improvement in its environmental performance, seeking not only to comply with legal or mandatory requirements but also proactively to develop initiatives designed to reduce the impact of its business on the environment.