Introduction
This Individual Consumer Code of Practice (the “Code”) is published in compliance with the guidelines issued by the Nigerian Communications Commission (the “Commission”) under the relevant short code operation and consumer protection regulations. This Code serves to outline the consumer rights and obligations in relation to the short code services provided by Equal Right Information Technologies Limited (referred to as “Equal Right” or “the Company”). The provisions in this Code are supplementary to and do not replace the obligations of Equal Right as per the applicable telecommunication regulations and laws in Nigeria. It should be noted that this Code is not a part of any contractual agreement between the Company and its customers, and it does not affect your legal rights.
1.1 Who We Are
Equal Rights is a multi-channel solutions provider of interactive communication services. Equal Rights applies its expertise in mobile messaging technologies and its network of relationships with the Nigerian Telco operators, advertising and marketing agencies, media organizations, and corporations in different industries to develop innovative messaging, marketing, entertainment, business, and communication solutions. We specialize in mobile technology, promotional marketing services (competition and promotions), information services, unique communication solutions, and content aggregation, origination, and publishing. Equal Rights distinguishes itself from competitors by being the only company capable of delivering a one-stop full-service model across all channels of communication towards a client’s customer base.
1.2 Objectives of the Code
In accordance with the Consumer Code of Practice Regulations 2007, all licensed telecommunications service providers, including Equal Right, are required by the NCC to maintain and publish a Consumer Code of Practice. This Code reflects our dedication to providing top-tier customer service and promptly addressing any queries or concerns.
The Code aims to ensure transparency in how we offer our services, how we bill for those services, and how we handle consumer data. It covers the following key areas:
- Clear and accurate service information for consumers.
- Honest representation of services in our advertising and promotions.
- Fair and transparent billing, collection, and credit practices.
- Consumer rights and obligations.
- Protection of consumer information and privacy.
- Handling of complaints and disputes.
This Code also outlines the procedures for consumers to contact us regarding our services, subscribe to those services, and understand their rights and obligations. It provides guidance on how to resolve complaints, including detailed steps for adjudication if a dispute cannot be resolved between the consumer and Equal Right.
1.3 Licence Conditions
Under the terms of the operating licence issued to Equal Right Information Technologies Limited, we are obligated to guide both our customers and employees regarding the handling of disputes or complaints related to our services. This Code establishes the timelines and procedures for addressing complaints, ensuring compliance with the company’s ethical business practices as well as the requirements of the licence.
1.4 Code Administration
The administration of this Code will be overseen by Equal Right Information Technologies Limited in accordance with the NCC’s guidelines. Periodic reviews will be carried out in coordination with feedback received from NCC Consumer Forums or the Consumer Affairs Bureau. Any changes made to this Code will be communicated accordingly.
1.5 Code Amendment
Equal Right Information Technologies Limited reserves the right to amend this Consumer Code as required by law or in line with NCC’s directives. Any such amendments will be reflected in updated versions of the Code and will be made available to consumers.
2. Advertising And Representation Of Services
2.1 Compliance with Advertising Regulations
Equal Right Information Technologies Limited strictly adheres to the standards set by the Advertising Practitioners Council of Nigeria (APCON) and any applicable laws regarding advertising practices. This ensures that all promotions of our short code services are ethical and in compliance with regulatory requirements.
2.2 Transparency in Service Limitations
Equal Right ensures that:
2.2.1 Disclosure of Limitations in Advertising
Any known or foreseeable geographical or technical constraints that could impact the availability or performance of our short code services are clearly outlined in our advertising materials. This guarantees that customers are well-informed of any potential service limitations upfront.
2.2.2 Specific Limitation Clarity
When a service offering is restricted by certain conditions, Equal Right will explicitly state those limitations in the advertisements, such as:
- Restrictions to a specific group of individuals;
- Availability limited to particular zones, regions, or geographical areas within the country;
- Availability for a specific period of time; or
- Limitations based on the availability of necessary equipment, facilities, or materials.
2.3 Guarantee of Service Components
Equal Right ensures that it can supply all parts of a service package as advertised. If any component is unavailable or has limitations, this is clearly mentioned in the advertisement. When pricing is indicated for service components, the minimum total charge for the package and any relevant conditions are also provided.
2.4 Ethical Marketing Practices
Equal Right will not engage in unsolicited telemarketing without the explicit consent of subscribers, ensuring that all telemarketing activities are conducted ethically and with respect to customer privacy.
3. Provision Of Information To Consumers
3.1 General Information
3.1.1 Providing Clear and Accurate Information
Equal Right Information Technologies Limited is dedicated to providing its customers with comprehensive, accurate, and up-to-date information about its short code services. All information will be conveyed in clear and straightforward language, ensuring that customers understand the services, tariffs, and rates where applicable. Customers will also be provided with the terms and conditions for all available short code services to allow them to make informed decisions.
3.1.2 Timely Response to Customer Inquiries
Equal Right guarantees that all customer requests for information about our short code services will be addressed promptly and free of charge. The following information will be made available upon request:
(a) A complete description of the current service offerings, including the applicable rates and terms, will be readily available in both print and electronic formats for customers.
(b) Short code services that are subject to price or tariff regulation by the Commission will be clearly outlined in service tariff pages, which will also be available upon request.
(c) Any changes to service tariffs, as regulated by the NCC, will involve customer input where required by law. In such cases, Equal Right will ensure that customers have adequate information to participate in the process before any tariff revisions take place.
3.2 Information Regarding Subscription
3.2.1 Clarity in Subscription Terms
Equal Right will provide customers with a clear and easy-to-understand explanation of the subscription process for short code services. Upon request, customers will receive all necessary details related to the service subscription, presented in simple language.
3.2.2 Full Disclosure Before Subscription
Before a customer subscribes to any short code service, Equal Right will ensure they are fully informed of the terms and conditions associated with that service. This will include details on the following:
- Applicable charges or fees;
- The specific services covered by the subscription fee;
- A breakdown of how charges are calculated;
- The frequency of charges or other conditions that trigger fees;
- Any circumstances under which charges or fees may change over time. Where changes to fees or charges are anticipated, customers will be informed in advance of the reasons for such changes.
3.2.3 Key Information Included in Subscription Agreements
All subscription agreements for short code services will include the following important information:
3.2.3.1 The subscription term, including the start date, the minimum subscription period, conditions for termination, and any early termination options. Information on how early termination fees are calculated will also be provided if applicable.
3.2.3.2 The conditions for renewal of the subscription, if applicable.
3.2.3.3 Terms regarding service interruptions, suspensions, or discontinuations.
3.2.3.4 Terms related to the activation or initial setup of the short code service.
3.2.3.5 Conditions and charges for disconnecting or reconnecting services, if applicable.
3.2.3.6 Details on the expected quality of service, including waiting times for initial activation and any coverage limitations, if relevant.
3.2.3.7 Information on any compensation, refunds, or remedies that will be provided if the agreed-upon service levels are not met.
3.2.3.8 Procedures for resolving disputes related to the subscription service.
3.2.4 Warranty and Maintenance Information
Customers will also receive information on any warranties related to the short code services. Additionally, Equal Right will provide details on maintenance services available as part of the subscription process, ensuring customers are fully aware before committing to the service.
3.2.5 Upgrade Options and Service Performance
If a subscription allows for future upgrades, Equal Right will provide transparent and detailed information about the upgrade terms. This will include potential changes to service performance and any additional fees or charges associated with the upgrade.
3.3 Descriptions of Services
Equal Right Information Technologies Limited offers a variety of short code services tailored to meet the needs of consumers across various sectors. These services include but are not limited to:
- E-Commerce Updates: Customers receive order confirmations, shipping notifications, and promotional offers via SMS, IVR, or USSD.
- Health Information: Subscribers are provided with health tips and other health-related information through SMS, IVR, or USSD platforms.
Our service catalogue is continually expanding to include new and innovative offerings. For a comprehensive description of available services and their associated pricing, customers can send inquiries to equalrightinformationtechltd@gmail.com .
3.4 Fault Repair and Service Interruption
3.4.1 Reporting Service Interruptions
Customers experiencing service interruptions can file complaints in accordance with Equal Right Information Technologies Limited’s complaint-handling procedure, detailed in Section 7 of this Code.
3.4.2 Adherence to Fault Repair Standards
Equal Right commits to performing fault repairs in line with the relevant standards specified in the Commission’s Quality of Service Regulations. Any updates or directives issued by the NCC will be followed, or as outlined in the service order forms provided to customers.
3.4.3 Information on Service Interruptions and Compensation
Equal Right will provide customers with clear information on any service interruptions and the compensation available, such as service credits. These details will be clearly stated in the applicable service agreements and communicated during service subscription.
4. Quality Of Service
4.1 Compliance with Regulatory Standards
Equal Right Information Technologies Limited is committed to adhering to the quality standards set by the Commission for the telecommunications sector. This compliance reflects our dedication to delivering high-quality short code services that meet or exceed customer expectations.
4.2 Adherence to Agreed Service Timelines
Equal Right ensures that all short code services are delivered within the timelines agreed upon with the customer at the point of subscription. We are committed to meeting these deadlines to provide a seamless and reliable experience for all users.
5. Consumer Billing, Charging, Collection, And Credit Practices
5.1 Purpose of this Section
The purpose of this section is to outline Equal Right Information Technologies Limited’s practices for billing, charging, collection, and credit in relation to its short code services. These practices are in line with the Commission’s General Consumer Code of Practice and aim to ensure transparency and fairness in all customer interactions regarding billing and payments.
5.2 Objectives of Billing and Charging Policy
The key objective of Equal Right’s billing and charging policy is to guarantee that:
5.2.1 Accurate and Timely Billing
Billing for short code services will be accurate, timely, and verifiable. Invoices will include all the necessary details that enable customers to verify the charges applied.
5.2.2 Customer Information on Billing Terms
Upon request, customers will be provided with timely and accurate information regarding the billing terms and conditions relevant to their short code services.
5.2.3 Retention of Billing Records
Equal Right will retain customer billing records, including invoices and related charges, for a minimum of 12 months to allow for customer reference or dispute resolution.
5.3 Information Contained in Customer Bills
Customer bills will include sufficient information, such as:
5.3.1 The customer’s billing name and contact information;
5.3.2 Equal Right’s business name, address, and registered number;
5.3.3 A unique bill reference number;
5.3.4 The billing period;
5.3.5 A description of the short code services for which charges apply;
5.3.6 The total amount billed, including any applicable credits, discounts, and the net amount payable;
5.3.7 The bill issuance date, payment due date, and methods for bill payment;
5.3.8 Standard procedures for handling customer complaints and billing inquiries;
5.3.9 Information regarding bill delivery methods, billing period, and any delays in billing;
5.3.10 Guidelines for handling billing inquiries, customer complaints, and penalties for non-payment.
5.4 Bill Delivery Methods
Customers will have access to their bills as outlined in their subscription agreement. Bills may be delivered through the following means:
- SMS to customer subscriber number;
- By email upon customer request;
- By post upon request.
5.5 Record Retention for Previous Bills
Equal Right will retain itemized billing details for a minimum of 12 months, or longer if required by law or NCC regulations, to ensure that customers can access their billing history if needed.
5.6 Free Access to Billing Information
Customers will not be charged for accessing their bills or billing-related information, except where the customer requests information beyond the standard requirements of the General Code of Practice, or requests billing records older than 12 months.
5.7 Billing Cycle and Issuance
Bills will be issued within 30 days of the closure of each billing period unless otherwise agreed in the subscription contract. A bill will include all charges incurred during the billing period unless:
5.7.1 There is a separate agreement with the customer for a different billing cycle;
5.7.2 There is a delay due to the inclusion of information from third-party providers or suppliers;
5.7.3 The customer requests a different billing frequency;
5.7.4 There is a delay due to the suspension of disputed charges;
5.7.5 Billing system or processing issues occur, in which case the issue will be rectified promptly;
5.7.6 Circumstances beyond the control of Equal Right delay billing.
5.8 Bill Payment Verification
Customers will be able to verify their bill payments through Equal Right’s designated customer support channels, including online platforms or by contacting customer service via email or phone.
5.9 Notification of Changes to Billing Periods
Equal Right will provide sufficient advance notification to customers if there are any proposed changes to the billing periods.
5.10 Non-Payment of Bills
If a customer has not paid all or part of a bill, Equal Right will ensure that any actions taken are:
5.10.1 Proportionate and non-discriminatory;
5.10.2 Preceded by appropriate notice, giving the customer sufficient warning before any service interruption or disconnection is carried out;
5.10.3 Confined, where possible, to the specific short code service in question, without affecting other services.
“Appropriate warning” refers to a written notice delivered via email or physical mail to the customer’s last known address, detailing the potential service interruption or disconnection and the timeline for payment, in accordance with the customer’s service contract.
5.11 Billing Inquiries and Complaints
All billing inquiries should be directed to Equal Right’s customer support team via the contact details provided on the bill. Customers can reach out by email, phone, or through the company’s customer support portal.
5.12 Disputed Charges
Equal Right will not impose any service disconnection or credit-related action on disputed charges while an investigation is ongoing. The customer, however, is required to pay any undisputed amounts while the dispute is being resolved.
5.13 Notice for Credit Actions
If Equal Right intends to take any credit action or disconnect services due to disputed charges, the customer will be given clear advance notice before such actions are taken.
6. Protection Of Consumer Information
6.1 Purpose
The purpose of this section is to reaffirm Equal Right Information Technologies Limited’s commitment to protecting consumer information. We recognize our responsibility to ensure the confidentiality of consumer data, even in cases of permitted disclosure, such as those involving the authorized interception of communications as mandated by the Commission.
6.2 Collection and Use of Consumer Information
Equal Right collects customer information only when it is relevant and necessary for the provision of our short code services, or for other legitimate purposes that have been clearly communicated to the customer at the time of collection. In some cases, customer details may be shared with us by third parties, such as service providers who manage the distribution of short code services on behalf of our customers.
The collection of information can occur through active requests or inquiries as well as passive recording of actions or activity related to our services. The details collected will only be used for permitted purposes, including but not limited to:
- Equal Right’s internal marketing, billing, or other purposes required for the provision of the service.
- Specific purposes disclosed to the customer at the time of collection.
- Other purposes, provided that the customer has given prior consent, either explicitly or implicitly.
In certain circumstances, Equal Right may be required to disclose confidential customer information where legally mandated. This includes, but is not limited to, disclosures required by law, court orders, regulatory authorities (such as the NCC), or where it is in the public interest or the interest of the company.
6.3 Protection of Confidential Information
Equal Right is committed to protecting customers’ confidential information and ensuring that unauthorized access or use of such information is prevented. We employ both technological and organizational safeguards to protect the confidential information entrusted to us.
We exceed the basic legal requirements for protecting consumer data by adhering to high ethical standards that go beyond statutory and regulatory requirements. We take the following steps to ensure data protection:
- Ensuring customers can verify their own records or details.
- Keeping the information factual, accurately recorded, and up-to-date as needed.
- Securing customer data using advanced technological measures and stringent organizational procedures.
- Disclosing customer information only in accordance with established procedures and with appropriate care.
Equal Right’s employees are bound by the company’s internal code of confidentiality, which prohibits the disclosure of any proprietary or confidential information, including trade secrets, to third parties (including competitors) without the explicit consent of the customer or unless permitted by law.
Each employee is required to comply with this code, and Equal Right is committed to taking all necessary steps to enforce these confidentiality obligations.
6.4 Roles and Responsibilities of the Regulatory Department
All external requests for customer or subscriber information, in accordance with the provisions outlined above, should be directed to:
7. Complaints Handling Procedures
7.1 Objectives
Equal Right Information Technologies Limited maintains a robust customer complaints handling procedure, designed to ensure:
7.1.1 Easy Access to Complaint Handling Information
Information on Equal Right’s complaint handling processes is provided across various platforms and formats, making it easily understandable for all customers.
7.1.2 Clear Complaint Lodging Process
Customers are informed on how they can lodge complaints and are made aware of any changes in the complaint handling process.
7.1.3 Accessibility for Customers with Special Needs
Equal Right ensures that customers with physical disabilities or special needs can access the complaint handling process either by themselves or through authorized representatives.
7.1.4 Timelines for Complaint Resolution
Clear timelines are established for resolving customer complaints.
7.1.5 Dispute Resolution Process
A formal dispute resolution process is in place, allowing customers to escalate complaints to the Commission if they are dissatisfied with the resolution provided by Equal Right.
7.2 Equal Right’s Complaint Handling Procedure
7.2.1 24-Hour Customer Service Desk
Equal Right operates a 24-hour customer service desk, which can be reached via the following phone number:
7.2.2 Access to Support via Email and Online
Customers can contact Equal Right’s enquiry and complaint desk via email at equalrightinformationtechltd@gmail.com. Additionally, frequently asked questions, product information, and services details are available online at www.equalrightsgroup.com.
7.2.3 Required Information for Complaints
Before contacting the support desk, customers are advised to have details of their subscription, their mobile number, username (if applicable), and a summary of the complaint. This helps to expedite the resolution process. Verbal complaints are acknowledged immediately when communicated, and all complaints will be tracked using a unique reference number assigned at the time of lodging the complaint.
7.2.4 Professionalism in Handling Complaints
All customer complaints are handled with professionalism by Equal Right’s customer-facing staff, respecting the customer’s right to file a complaint.
7.2.5 Acknowledgement and Response Time
All customer complaints are handled with professionalism by Equal Right’s customer-facing staff, respecting the customer’s right to file a complaint.
7.2.6 Notification of Expected Actions
Where possible, Equal Right will inform the customer of the expected actions and timing for investigating and resolving their complaint. If Equal Right deems a complaint to be frivolous or vexatious, the customer will be notified, and if dissatisfied, they will have the right to escalate the matter as outlined below. No customer complaint shall remain unresolved for more than three (3) months.
7.2.7 Free Complaint Handling
The complaint handling process is provided free of charge. However, Equal Right may impose a reasonable charge for complaints requiring the retrieval of records older than twelve (12) months, where such retrieval involves additional expense or inconvenience. Any charges will be communicated and agreed upon with the customer before billing.
7.2.8 Complaint Recording System
Equal Right maintains a system to record complaints and their outcomes, ensuring compliance with NCC’s Quality of Service Regulations.
7.2.9 Complaint Tracking and Analysis
Complaints are recorded, tracked, analyzed, and categorized to identify the root causes and prevent future occurrences. Upon request, Equal Right will provide customers with a clear and understandable record of their complaints.
7.2.10 Customer Updates on Complaint Progress
Equal Right will provide customers with information on the progress of their complaints and will inform them of the outcome of any investigation and the resulting decision.
7.2.11 Retention of Complaint Records
Complaint handling processes are free of charge, except in cases where the retrieval of records older than twelve (12) months incurs additional expense. In such cases, the customer will be informed of the costs, which must be agreed upon before any action is taken.
7.2.12 Record Retention for Resolved Complaints
Equal Right will retain all records related to complaints for a minimum of twelve (12) months following the resolution of the complaint.
7.3 Customer Records
Equal Right will retain all records related to complaints for a minimum of twelve (12) months following the resolution of the complaint.
7.3.1 Logging Customer Requests
All customer requests and complaints will be logged in a database, with information archived as needed for future reference.
7.3.2 Reference Number for Queries
Each logged query will be assigned a reference number, which both the customer and Equal Right staff can use to retrieve the query in the future.
7.4 Escalation by Dissatisfied Customers
7.4.1 Escalation to the Company Secretary
If a customer is dissatisfied with the resolution provided by Equal Right, they may escalate their complaint to:
The Company Secretary,
Equal Right Information Technologies Limited,
18 PSSDC Street, Magodo,
Lagos, Nigeria.
7.4.2 Escalation to the NCC
If all efforts to resolve the complaint have been exhausted without a satisfactory resolution, the customer may escalate the complaint to the NCC within sixty (60) days.
8. Arbitration
8.1 NCC Arbitration Scheme
The Commission provides a simple, quick, informal, and cost-effective arbitration scheme as outlined in the Commission Dispute Resolution Guidelines 2004. This process allows for disputes to be resolved efficiently without the need for extensive litigation.
8.2 Arbitration Application
If a customer is dissatisfied with the outcome of Equal Right Information Technologies Limited’s internal dispute resolution process, they may apply to the NCC for arbitration. The customer must strictly adhere to the provisions of the NCC Dispute Resolution Guidelines during the arbitration process.
8.3 Choice of Resolution Path
The aggrieved customer must choose between pursuing resolution through the regular court system or arbitration, as these avenues are mutually exclusive. Once a decision is made, the customer cannot pursue the other option for the same dispute.
9. Consumer Obligations
9.1 Compliance with Statutory and Regulatory Requirements
For Equal Right Information Technologies Limited to provide the best quality of service, we ask our valued customers to comply with all relevant statutory and regulatory instruments governing the use of telecommunications services. The following obligations, as highlighted by the Commission, apply to our consumers:
9.1.1 Acceptance of Terms of Service
Customers are bound by Equal Right’s terms of service once they have either signed and returned the agreement or explicitly accepted the terms by continuing to use the service after the terms have been made available to them.
9.1.2 Prohibition of Resale Without Authorization
Customers are not permitted to resell any service provided by Equal Right without obtaining formal authorization from the company.
10. Code Compliance
10.1 Equal Right’s Responsibilities
Equal Right Information Technologies Limited is committed to adhering to the provisions of this Code and all other statutory and regulatory instruments governing the provision of services to its customers. We will also take all necessary steps to ensure that our employees and any third parties engaged by Equal Right to provide services maintain the same level of compliance.
10.2 Compliance Monitoring and Reporting
As a customer-centric organization, Equal Right maintains internal mechanisms to monitor compliance with its obligations under this Code. These mechanisms are accessible to customers, ensuring that they can easily report any compliance-related issues and Equal Right can promptly address them.
10.3 Customer Complaints Regarding Compliance
Customers who believe that Equal Right has breached any provisions of this Code or are dissatisfied with how their complaints have been handled, can escalate such complaints as outlined in this Code. Equal Right is committed to resolving all escalated complaints to the customer’s satisfaction. Should a customer remain dissatisfied with the resolution, they have the right to escalate the matter to the NCC Consumer Contact Center or any other mechanism provided by the Commission for the resolution of disputes.
10.4 Industry Complaints
10.4.1 Fair and Ethical Competition
Equal Right operates under strict ethical guidelines, ensuring fair and ethical competition. Competitors and trade partners who believe they have been unfairly treated by Equal Right have the right to have their complaints addressed and resolved to the mutual satisfaction of all parties involved.
10.4.2 Trade Partner Complaints
Complaints from trade partners will be resolved in accordance with the provisions of any trade or other agreements between Equal Right and the concerned trade partner.
10.4.3 Competitor Complaints
Complaints from competitors will be addressed in accordance with relevant statutory and regulatory instruments, including, but not limited to, the Competition Practices Regulations currently in force.
10.5 Commission Investigations
In line with our commitment to comply with all statutory and regulatory obligations, Equal Right will fully cooperate with the Commission during any investigations undertaken under Part 3 of Chapter V and other relevant provisions of the Nigerian Communications Act.
10.6 Appeals Process
The escalation process outlined in this Code serves as the appeals mechanism for dispute resolution. However, customers dissatisfied with the outcome of this process have the right to escalate their complaints to the NCC Consumer Contact Center or any other framework provided by the Commission for redress, in accordance with the Commission’s prescribed guidelines.
10.7 Confidentiality
10.7.1 Maintaining Confidentiality
Equal Right is committed to maintaining the highest level of confidentiality in the provision of services and in the resolution of any disputes related to those services.
10.7.2 Observing Confidentiality in Dispute Resolution
For clarity, Equal Right will adhere to all confidentiality obligations outlined in this Code during the resolution of disputes, ensuring that customer information remains protected.
11. Compensation for Downtime / Loss of Service
11. Compensation for Downtime / Loss of Service
This section outlines the compensation policy for Equal Rights customers in the event of service disruptions or outages. The aim is to provide clear, achievable remedies for customers affected by prolonged service interruptions, ensuring compliance with the Commission regulations and maintaining customer trust. Compensation is offered either as service credits or refunds, depending on the severity and duration of the service disruption.
11.1 Eligibility Criteria for Compensation
Customers are eligible for compensation based on the following conditions:
11.1.1 Unplanned Service Outages:
- Compensation will be provided if the customer experiences an unplanned outage lasting more than 12 consecutive hours within a 24-hour period.
11.1.2 Recurring Service Disruptions:
- If a customer experiences multiple short outages within a 7-day period and the total cumulative downtime exceeds 24 hours, they may be eligible for compensation.
11.1.3 Service Quality Failures:
- If a customer experiences poor service quality (e.g., delayed or undelivered SMS messages) that is not resolved within the SLA timeframe, they may also be eligible for compensation.
11.2 Compensation Policy Overview
| Type of Disruption | Duration of Disruption | Compensation Offered | Remarks |
|---|---|---|---|
| Unplanned Service Outage | 12 – 24 hours | Service credit equivalent to 1 day of service. | Applies to outages lasting at least 12 continuous hours. |
| Unplanned Service Outage | More than 24 hours | Service credit equivalent to 2 days of service, prorated refund for further downtime. | Compensation for extended outages lasting beyond 1 day. |
| Recurring Service Disruptions | Cumulative 24+ hours in 7 days | Service credit equivalent to 2 days of service. | For recurring outages exceeding 24 hours in a week. |
| Service Quality Failures (e.g., delayed SMS) | More than 48 hours of degradation | Refund for affected services or prorated service credit. | Compensation applies if quality is not restored within 48 hours. |
11.3 Compensation Claim Process
Customers who experience a disruption and believe they are eligible for compensation may follow the steps below to initiate a claim.
11.4 Compensation Limitations
11.4.1 Service Credit Cap:
- Compensation is capped at a maximum of 30 days of service credits per calendar year for each customer.
11.4.2 Force Majeure Events:
- Compensation does not apply in cases of force majeure, such as natural disasters, war, or widespread infrastructure failures that are beyond Equal Rights’ control.
11.4.3 Customer-Caused Disruptions:
- Compensation will not be provided if the disruption is caused by the customer’s own equipment, misuse of the service, or failure to comply with service terms.
11.5 Example Scenarios for Compensation
Below is an overview of scenarios and their respective compensation outcomes:
| Scenarios | Compensation Outcome |
|---|---|
| Scenario 1: Unplanned Outage for 18 hours | The customer is entitled to 1 day of service credit for the outage lasting more than 12 hours. |
| Scenario 2: SMS Delays Over 48 Hours | The customer is eligible for a prorated refund or service credit for service degradation beyond 48 hours. |
| Scenario 3: Multiple Short Outages Over 7 Days (Cumulative 28 hours) | The customer qualifies for 2 days of service credit due to recurring outages. |
| Scenario 4: Outage Due to Force Majeure (Flooding for example) | No compensation will be issued due to the force majeure event. |
11.6 Monitoring and Reporting
Equal Rights will monitor service quality and outages through its monitoring system, ensuring adherence to this compensation policy. Regular reports will be submitted to the Commission, including:
- The total number of outages and disruptions.
- Number of compensation claims submitted by customers.
- Compensation issued (both in service credits and refunds).
- Customer satisfaction post-compensation.
12. Availability Of The Code
This Consumer Code of Practice is available on the Equal Right Information Technologies Limited website at www.equalrightsgroup.com