ISAT Global Services Limited: Individual Consumer Code of Practice

This Individual Consumer Code of Practice ("Code") sets out the standards ISAT Global Services Limited ("ISAT") applies in its dealings with consumers of its licensed internet access services. It supports ISAT's existing ISP licence renewal obligations and is subject to review and approval by the NCC.

This Code is to be interpreted consistently with the Nigerian Communications Act 2003, the NCC Consumer Code of Practice Regulations 2024 and their General Consumer Code, applicable ISP guidelines, applicable quality-of-service rules and Nigerian data protection law. Where a mandatory legal or regulatory requirement affords greater protection, that requirement prevails.

Until NCC approval and required publication of this Individual Code, the applicable NCC General Consumer Code continues to govern to the extent prescribed by law.

ISAT provides internet access services to residential and business consumers where technically feasible and within the scope of its existing ISP licence. Depending on the service contracted and the infrastructure lawfully available, delivery may use fibre, fixed wireless or other authorised access technologies. Availability is confirmed before activation.

Before a customer subscribes, ISAT will disclose the service description, coverage, installation arrangements, the advertised download and upload speeds, whether bandwidth is dedicated or shared, applicable fair-usage or data limits, latency or service-availability commitments where offered, equipment requirements, support arrangements and material service limitations.

No universal minimum or average speed is promised in this Code. Speed and quality commitments are those disclosed for the particular package, subject to applicable NCC requirements and the consumer's service agreement.

ISAT will provide a clear written or electronic service agreement, order confirmation or appropriate terms of service before activation. The customer will have access to a copy without unreasonable difficulty. A business Statement of Work may supplement, but not displace, mandatory consumer protections.

ISAT will disclose subscription fees, installation fees, equipment purchase or rental, taxes, any permitted usage charges, payment terms, contract duration and applicable termination charges before the customer commits. Charges will be clearly itemised and supported by a billing or transaction record.

ISAT will not impose undisclosed charges. Changes to tariffs, billing cycles or material contractual terms will be communicated in advance in accordance with applicable NCC requirements and the customer's contract; any regulatory approvals required for tariffs or promotions will be obtained.

Consumers may query bills without charge. ISAT will investigate disputed charges, provide a reasoned response, correct errors and issue refunds, adjustments or credits where warranted by law, the agreement or the findings of an investigation.

Prepaid customers will be told the validity period, allowance, applicable speed, exhaustion policy, renewal arrangements and refund rules before payment. ISAT will issue a receipt or electronic payment acknowledgement.

ISAT will communicate a reasonable installation date, prerequisites and any delays. Service performance is assessed against the subscribed plan, published technical disclosures, applicable NCC standards and any agreed service-level commitments.

Planned maintenance and material service changes will be communicated as required by applicable law and, where practicable, in sufficient time for consumers to prepare. For material ISP equipment upgrades or discontinuation of service, ISAT will observe the specific notice requirements in applicable NCC ISP guidelines, including six-month notice where those requirements apply.

ISAT will maintain a fault-reporting process and provide a ticket or reference number. Faults will be assessed and addressed with reasonable diligence and within any applicable mandatory or agreed timelines. Where a qualifying service failure occurs, credits, refunds or other remedies will be considered in accordance with applicable rules and the service agreement.

Events outside ISAT's reasonable control may affect service, but nothing in this Code excludes rights or remedies that cannot lawfully be excluded.

All advertising, offers and service descriptions will be truthful, accurate, clear and not misleading. ISAT will not advertise coverage, guaranteed speeds or capabilities that it cannot substantiate. Bundled offerings will disclose each component and any relevant restrictions.

Promotional campaigns and advertisements will be submitted for NCC approval where required, within applicable advance-notice periods. Marketing communications will respect consumer preferences, consent requirements and available opt-out channels.

Consumers are entitled to understandable information, fair treatment, transparent charging, protection of personal information, accessible complaint channels, appropriate assistance for consumers with disabilities or additional needs, and recourse to the NCC where internal resolution is unsuccessful.

Consumers must provide accurate registration and installation details, pay valid charges when due, use services lawfully, protect their account credentials and equipment, permit reasonable access for agreed installation or repairs, and avoid unauthorised resale or use that breaches the service agreement or applicable law.

ISAT will provide reasonable notice and information about any lawful suspension or termination, including the basis, available remedies and any applicable appeal or dispute process.

ISAT will collect and process personal data only on a valid legal basis, for disclosed purposes such as account administration, provisioning, billing, service assurance, security, regulatory compliance and support. Consent will be obtained where legally required; consent is not asserted as the sole legal basis for every processing activity.

ISAT will use proportionate technical and organisational security safeguards, restrict access to authorised persons, and require appropriate protections from processors and vendors. Data will be retained only as long as justified by applicable legal, regulatory and operational requirements, then securely deleted or anonymised.

Consumers may request information about the processing of their personal data and exercise applicable statutory rights, subject to lawful exceptions. Privacy complaints may be sent to info@isatnigeria.com. ISAT will maintain a fuller privacy notice and consumer-information protection policy consistent with applicable Nigerian law.

Complaints may be made without charge using ISAT's customer-support number 08075606396, email info@isatnigeria.com, or in person at 29 Berkley Street, Onikan, Lagos Island, Lagos.

Each complaint will be logged and assigned a reference number. ISAT aims to acknowledge complaints within 48 hours, provide a substantive update or initial response within 96 hours, and advise the consumer of a reasonable target resolution time based on the complaint type and any binding NCC timelines. Complex cases will receive progress updates and reasons for delay.

Complaints about service quality, billing, contract terms, installation, access or data protection will be investigated fairly. ISAT will communicate the outcome, the remedy if any, and how to seek internal escalation. No fee will be charged for making or pursuing a complaint through the ordinary process.

Consumers dissatisfied after using ISAT's complaint process may escalate to the Nigerian Communications Commission, including through the NCC consumer complaints channel 622 where applicable, or other official NCC channels. ISAT will cooperate with the Commission and maintain complaint and resolution records for at least 24 months, or longer where legally required.

ISAT will provide reasonable accommodation for elderly consumers and persons with disabilities, including assistance with complaint submission and accessible communication formats where practicable.

ISAT will make this Code available to consumers and staff, train relevant personnel, monitor compliance and review the Code following material regulatory or operational changes. Amendments requiring NCC approval will be submitted accordingly.

ISAT will make the NCC-approved version of this Code available through the channels required by applicable regulations and provide copies to consumers on request.

Any consumer agreement inconsistent with mandatory protections under the applicable NCC General Consumer Code will be read subject to those protections.