Individual Consumer Code of Practice

2.2 Fieldbase shall, when requested by prospective customers, provide a copy of the contract or agreement for the provision of its licensed services, and such contracts shall be well articulated in clear, simple statements in the English language that are devoid of any ambiguity and easily comprehensible by everyone.

2.3Copies of the duly approved Individual Consumer Code of Practice (the "Code") shall be available upon request to all our consumers.

2.4 Upon approval, the Code shall be published in two major national newspapers in accordance with the regulations of the NCC.

3.2 Fieldbase shall deliver the following services;

• the sale and installation of terminal telecommunications equipment such as cellular switching equipment; mobile phones (handsets), modems, fax machines, telephone extenders, and cordless phone sets;
• the sale and installation of Switching Equipment of more than 600-line capacity, large Private Branch Exchange Systems (PBX), and Central Office Switches, Softswitches;
• the sale and installation/configuration of other networking devices such as Routers, Microwave Radios (Sectoral Antennae and Customer Premise Equipment), Access Points, Layer 2 and 3 switches, and wireless base stations (Radio Network Controllers and Nodes);
• the sale and installation of computing devices such as Servers, Tablet PCs, All-in-one computers, laptops, etc;
• the sale and installation of fixed satellite connection equipment and accessories such as; Satellite dishes, satellite transceivers, modems, and other satellite connection accessories;
• the sale of access network devices such as Optical Network Terminal (ONT) devices, GPON ONT, Optical Line Terminal (OLT) devices, GPON OLT, Fibre optic cables, CAT 6 cables, Ethernet connectors, fibre optic cable network accessories such as fibre distribution panels, fibre adapters, fibre optic connectors, fibre splice boxes, patch cords, OTDR launch cables, Stagger, Fibre splicing machine;
• maintenance and repairs of Telecoms Towers, masts and shelters/cabins; and
• deployment and maintenance of fibre optic infrastructure.

4.1 No Contract shall take effect until Fieldbase and all other Parties mutually agree on the pricing and composition.

4.2 The Pricing Components may include but shall not be limited to the charges, calculation basis of each charge element, frequency or basis of the collection of the charge, information as to whether charges are subject to change and the frequency of such charges and how information on such matters shall be communicated to the consumer.

5.1 Our Service Level Agreements (SLAs) with customers shall incorporate standard clauses relating to the Scope of Work, Payment Terms, Performance Standards, Responsibilities of Parties, Warranties and Liability, Termination, Dispute Resolution, Confidentiality and Non-Disclosure, Non-Compete, Liability Release, and Indemnification.

5.2All terms and conditions of a contract regarding the provision of our services shall be clearly stated in the agreement in simple 'is' and 'was' English language that is easily comprehensible.

6.1 Where applicable, Fieldbase shall inform the customer of any contractual warranty relating to any shared infrastructure. Such information, where applicable, shall include how to obtain such warranty services.

6.2 We shall also notify the customer of any warranty relating to any equipment purchased by the customer through the company in relation to the service being provided to the customer by the company.

6.3 We shall notify the customer ahead of time with specific information in the event of any scheduled maintenance of any infrastructure or equipment.

7.2 We shall put measures and systems in place to enable the reporting of faults at any time of the day by customers via phone, email, or our online portal.

7.3 We shall utilise a ticketing system to log and track faults, ensuring timely resolution.

7.4 We shall ensure that our system facilitates the escalation of faults to Senior Technical Teams if not resolved within 72 hours.

7.5 We shall utilise remote monitoring tools to diagnose faults and identify their root causes.

7.6 Our Policy on Fault Diagnosis and Repair ensures that our technicians are dispatched to investigate and repair faults on-site.

7.7 Our Policy on Service Interruption Management ensures that faults are prioritised based on severity and impact on customers, ensuring critical faults are addressed promptly. The Policy also ensures that Clients are notified expeditiously of service disruptions on their infrastructure being maintained by us.

7.8 We shall provide our customers with regular updates on the status of fault repairs and estimated resolution times.

8.2 Availability of Service

Fieldbase shall ensure that promotional materials will indicate any known technical or geographical limitations that may substantially affect our ability to deliver our services.

8.3 We shall ensure that our promotional materials indicate the services we provide and the geographical locations we can deliver those services.

9.2 Fieldbase shall supply all components of any service package represented in any promotional material or through any advert medium, whether electronic or print, and its inability to supply any component of a service package shall be included in the promotional material or communicated through the advert medium, whether electronic or print.

9.3 We shall design promotional materials that contain information on the prices of our goods and services. In this case, the minimum total charge for the package, as well as any terms and conditions applicable to obtaining the components at the stated price, shall be included.

10.2 This Individual Consumer Code of Practice is intended to outline the Principles and Commitments of Fieldbase regarding the provision of this licensed service to consumers. While this Code represents our commitment to fair and transparent practices, it is not a legally binding document and does not create enforceable rights or obligations for either party.

10.3 We shall strive to provide accurate and up-to-date information in this Code. However, we do not warrant or guarantee that all information is complete, accurate, or free from errors. We shall not be liable for any direct, indirect, incidental, or consequential damages arising from the use or reliance on this Code or any information provided herein.

10.4 We reserve the right to amend or update this Code at any time without prior notice. Consumers are encouraged to review this Code periodically for any changes. Continued use of our services after such changes constitutes acceptance of the revised Code.

10.5 Third-Party Links and Services: This Code may contain links to external websites or third-party services that are not controlled or maintained by Fieldbase. We are not responsible for the content, privacy policies, or practices of any third-party sites.

10.6 This Code is intended to complement and adhere to the Nigerian Communications Act (NCA) 2003 and all other Policies and Guidelines formulated by the NCC to properly govern the delivery of telecommunications services in Nigeria. In the event of any conflict between this Code and the Nigerian Communications Act 2003 and/or Policies and/or Guidelines by the NCC, the NCA, Policies and Guidelines of NCC shall prevail.

11.2Respect for Privacy of Consumers: We shall obtain explicit, informed consent from consumers before engaging in telemarketing activities. Consumers shall have the option to opt-in to receive marketing communications. Conversely, consumers shall be informed of their right to register on a "Do Not Call" list. We shall respect the list and refrain from telemarketing to consumers who have opted out.

11.3 Transparency in Communication: Telemarketers representing Fieldbase shall clearly identify themselves and inform the consumers that they represent us at the beginning of any telemarketing call. This shall include providing contact information for follow-up inquiries.

11.4 The Telemarketers shall clearly state the purpose of the call, including any products or services being promoted, and provide sufficient information to enable consumers make informed decisions.

11.5 Fieldbase shall monitor and limit the frequency of telemarketing calls to a maximum of 3 calls per week to avoid overwhelming our consumers.

11.6 We shall ensure that our telemarketing calls take place between 10am and 4pm on week days for enterprise consumers and between 8am and 9pm on weekends for residential consumers.

11.7 We shall ensure that all Personnel involved in telemarketing activities on behalf of Fieldbase shall receive training on ethical practices and compliance with this Code.

11.8 We shall establish accountability measures to ensure adherence to these standards.

12.2 Fieldbase shall ensure that all invoices or billings issued to any customer shall contain the following details;

1. Name of consumer
2. Billing Address of the consumer
3. Our current business address
4. Invoice number
5. Date of Invoice and billing period
6. Description of services for which the consumer is billed
7. Historical Summary of charges and total amount to be paid
8. Applicable credits
9. Advance Payment or discounts
10. The service delivery medium
11. Net amount payable by the Consumer
12. Mode of Payment
13. Method of contact for complaints, billing and general inquiries

12.3 Itemisation of Charges

Fieldbase shall ensure that each customer is fully furnished with the details of all charges either on the bill or on a separate statement provided to the customer upon his/her request.

12.4 Timing for the Issuance of Bill

We shall issue bills and include charges incurred within 10 days of the closure of each billing period.

12.5 Receipt and Consumer Payment Advice

Fieldbase shall ensure that appropriate and accessible methods of verification of bill payments are made available to consumers.

12.6 Billing Frequency

We shall provide our customers with advanced written notification of any proposed changes to the billing period. The advanced written notice shall not be less than 60 days in advance before the proposed implementation.

12.7 Non-Payment of Bills

12.6.1 Fieldbase shall in the event of non-payment of bills by any customer take necessary measures which shall include but not limited to contacting the customer via telephone, in person, or by correspondence.

12.6.2 If the situation persists, then we may refer the issue to the NCC for resolution.

12.6.3 The necessary measures as outlined above shall be commensurate and not unduly discriminatory.

12.7 Prepaid

12.7.1 We shall clearly outline all our Prepaid Tariff Plans approved by the NCC including features, pricing and any limitations associated with each plan. All information regarding our prepaid plans shall be readily available through our various media channels.

12.7.2 The pricing structure of our tariff plans shall be transparent. It shall include; cost of calls, data usage and any additional fees approved by the NCC.

12.7.3 We shall ensure that all our consumers are informed about the expiration policies of their prepaid balances, including the duration of validity and any conditions that may apply for reactivation or extension of the balance.

12.7.4 We shall offer readily accessible customer support for consumers using prepaid services, including assistance with account management, billing inquiries and service issues.

This Section on Customer Obligations outlines the responsibilities of customers in order to ensure that they contribute to a positive and respectful relationship with us.

13.1We require our regular customers and distributors to provide accurate and complete information to us, including personal identification, contact details, and any other information required in the "Know Your Customer" form given to them.

13.2 Our consumers are obligated to pay all charges associated with the goods and services we provide them on or before the due date specified in the billing statement.

13.3 It is expected that our consumers would review their billing statements regularly, understand the charges incurred and escalate any discrepancies or concerns to us promptly.

13.4 Our consumers must adhere to our terms of use which are founded on the Nigerian Communications Act 2003 and Guidelines issued by the NCC.

13.5 Consumers are responsible for the proper care and maintenance of any equipment rented or leased from us. Damage due to misuse may incur additional charges.

13.6 If the service is terminated, consumers may return any rented or leased equipment in good condition, or they may be charged for the replacement cost of the equipment.

13.7 Consumers are encouraged to provide feedback regarding their service experience as well as suggestions for improvement.

14.2 Fieldbase is committed to safeguarding the privacy and security of consumer information in compliance with the Nigeria Data Protection Act 2023.

14.3 Data Gathering

Consumers shall be informed about specific purposes for which their personal information is collected, used and retained. This includes information necessary for billing and invoicing, service delivery, customer support and marketing.

14.4 Data Storage

Consumer information shall be retained only for as long as necessary to fulfill the purposes for which it was collected, in accordance with legal obligations and business needs.

14.5 Data Sharing

Fieldbase shall not share consumer information with third parties for marketing purposes without the explicit consent of the consumer. Any necessary sharing for service provision will be disclosed and governed by strict confidentiality agreements.

14.6 Consumer Access to Personal Data

Consumers have the right to access their personal information held by Fieldbase. Upon request, consumers shall be provided with a copy of their data and details regarding how it is used.

15.2 Fieldbase shall ensure that its complaints process is readily available to customers through different media channels or as specifically directed by the NCC from time to time. The Complaints process shall provide customers with the following information:

1. The customer's right to make complaints;
2. The way the complaints can be made;
3. Means to enquire on the status of complaint; and
4. Feedback on resolution of complaints.

15.3 The Complaints process shall be expressed in simple and clear language so that consumers shall be able to easily identify how to make complaints physically or via dedicated online platforms.

15.4 All complaints shall be duly recorded and processed in accordance with identified practices and procedures.

16.2 We shall make the necessary provisions to ensure that people with special needs are able to make complaints easily.

16.3 We shall provide reasonable assistance to consumers who may request assistance with lodging complaints.

17.2 We shall operate a Client Support line that will be available throughout the day via telephone, email, and social media channels. Also, complaints can be made directly at our office, which is situate at CBC Towers, CBC Towers Street, Lekki Phase 1, Lagos. We can also be reached via the following:

17.3 Any customer who brings a complaint shall be provided with an expected outcome or estimated timeframe within which the complaint shall be investigated and resolved.

17.4 Complaints which require further recourse for lack of acceptable resolution shall be acted upon within the set time frame as directed by the NCC from time to time and this shall not exceed three Calendar months.

17.5 An identified escalation process shall be readily available to all customers in the case of dissatisfaction with the outcome of a complaint resolution.

17.6 The escalation process shall involve further examination of the complaint by an Official of the company at a Managerial level.

17.7 In the event where resolution via an escalation process has been exhausted, the customer shall be notified immediately of the exhaustion of the escalation process.

17.8 Verbal complaints shall be deemed acknowledged at the time such a verbal complaint is made, and the complaint shall be documented appropriately.

18.2 Customers reserve the right to escalate unsatisfactorily resolved complaints to the NCC.

18.3 Fieldbase shall inform the consumer after 30 days of non-resolution of the complaint to the satisfaction of the customer to refer the complaint to the NCC.

19.1 Fieldbase shall ensure that any changes to its Complaints Handling Process is communicated to all its customers in a timely manner.

19.2 Action on Disputed Charges

In the event that a complaint is made by a customer and investigation on the complaint has been initiated, Fieldbase shall not take any action with regard to credit management, or disconnection of installed equipment until the dispute is resolved.

19.3 In the event of a billing dispute, the customer shall be obliged to make payment of any outstanding amounts other than the amount that is specifically in dispute.

Information collected and recorded as part of our complaint resolution process shall be retained for at least 24 months, consequent upon the resolution of the complaint.

21.1We shall set up an appropriate recording system for our Complaints Resolution Process and this system shall comply with the Commission's Quality of Service Regulations to ensure easy identification and the ease of tracking recurring issues for effective processing.

22.1 Fieldbase shall ensure that the Complaint Handling Process is provided to customers free of charge. However, complaints that require the retrieval of records that are more than twenty-four (24) months shall attract charges which the customer must have been informed and agreed to pay.