Ngcom is an internet service company in Nigeria, licensed by Nigerian communications
Commission (NCC) to provide Internet services and a host of other value added services.
We enable our subscribers to access the worldwide web and we also provide IT and
Telephony services. Access to these services is via our fixed wireless access broadband
connection and FTTH which is available in selected cities in Nigeria.
1.1 Purpose of the Code
Nigerian Communications Commission (NCC) has advised all licensed telecommunications
service providers in Nigeria to provide a Consumer Code of Practice.
This Code of Practice:
• Describes the main services we provide to our customers.
• Explains how to contact us about these services and how you can pay your bills.
• Explains the customer’s rights and obligations.
• 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.
1.2 Application of the Code
This Code applies to the provision of broadband Internet services using fixed wireless
access technologies based on license obtained by Ngcom Network Solution Limited from
NCC. It has been developed by Ngcom Network Solution Limited in line with the established
and published NCC’s General Code of Practice.
1.3 Code Administration
The Code will be administered by Ngcom in line with guidelines from NCC as well as
reviews that are to be agreed and communicated by the Commission based on feedback
at Consumer Forums that may be set-up by NCC from time to time.
1.4 Code Amendment
Ngcom may amend this Consumer Code from time to time to conformance to set guidelines
that may be required by law or by the NCC.
- 0 PROVISION OF INFORMATION TO CONSUMERS:
Generally Separate minimum periods will apply to the service we supply to you and to each
other user depending on the pricing option and package you choose. The minimum service
duration or period of service for wireless Broadband is 30 days. The service will begin and the
minimum period starts on the day you purchase the customer premises equipment and any other
equipment required to use the service, or on the day we activate the service whichever is later.
Please note that Ngcom’s wireless Broadband service is not available in all parts of Nigeria or in
every city in Nigeria and may be restricted to certain areas within those cities where service is
2.1 Service Contracts & Duration
Prior to activating the service, every subscriber will be expected to sign a service contract which
details full terms under which we provide products and services to our customers. It governs the
contractual relationship between us and if any discrepancy exists between the Service Contract
and Consumer Code of Practise, the Service Contract shall take precedence.
2.3 Description of Services
2.3.1 FTTH(Fiber to the Home)
FTTH which means Fibre To The Home Service is a high speed connection to the Internet that
is ‘Always On’. We offer a wide range of service plans for homes and offices. Our FTTH
Unlimited Residential plans give you access to unlimited entertainment options. It allows you to
enjoy quick access to web sites, video streaming, gaming and so much more.
Our FTTH SME plans target SMEs and give your business an edge over your competitors.
Using industry-leading technology (such as our very own Fibre-To-The-Home (FTTH) cable
technology) as our core access network infrastructure and fixed wireless radio services ,we also
provide bespoke internet services to Business Enterprises.
For more information and how to buy our broadband products, visit our
website www.ngcomnetworks.com or call +234 8090203800 or +234 012272400 for residential,
small business customers and for enterprise customers.
2.3.2 Telephony (VOIP)
Ngcom Telephony is our wireless fixed line telephone service delivered over NGCOM
broadband connection. To use the telephone service, you would normally use NGCOM
broadband with an analogue telephone handset. NGCOM telephone will work when there is a
regular power supply and your broadband subscription is valid.
2.4 Pricing Information
2.4.1 Retail Services (FTTH)
Our retail pricing structure for residents and small businesses is segmented by the various service
plans available on the NGCOM Broadband platform which can be found on this website –
2.4.2 Corporate Services
Pricing for services provided to enterprise customers are complex as per the individual requests
and therefore deemed misleading if communicated before comprehending such requests.
2.4 Contract Terms & Information
A sample of our contract terms and related information is available on our website and can be
made available upon request.
2.6 Product Warranties & Maintenance
We guarantee that any equipment that we sell to you will work to the relevant specification for
the minimum period of 90 days and will be free from faulty design, manufacture or materials. If
at any time during the minimum period you find that the equipment is not working properly you
may return it to us and we will replace (or at our option) repair it. We will not be responsible for
any defects arising from fair wear and tear, accidental or wilful damage, misuse or failure to
follow our instructions.
2.7 Provisioning of Service
i. To order any of our services, you can visit our office at Plot 8, Ornife place,QMB Builders
Mart Road, Lekki Phase 1You can also order via our website www.ngcomnetworks.com or call
our team on 08090203800 or 012272400.You will have to pay for the customer premises
equipment and at least one month’s subscription for any selected plan based on our product price
list. Your service will be activated within 7- 10 days after confirming your payment.
ii. You agree to follow any reasonable instructions that we may give you relating to use of the
service, and to allow us access to your premises if required. You also agree to get any permission
needed from someone else if we have to use their land or put our equipment on their premises.
iii. You may choose to cancel your order at any time up to ten working days, beginning with the
day after we deliver the equipment or when you have collected the equipment. If you do so, you
agree to return the equipment, following our instructions and at your cost. We will refund any
payment you have made for the equipment. If we have to collect the equipment, we may charge
you our reasonable costs for doing so.
iv. If you are using any services, applications or features which are free of charge, these will end
on the day your agreement with us ends.
v. We may also take action to manage the network’s performance during periods where there is a
2.8 Fault Repair & Service Interruption
i. From time to time you may encounter problems with the service. This may be as a result of
problems with our equipment, network or with equipment on your premises. Ngcom shall inform
subscribers via email, short message service or via any suitable medium of planned network
maintenance either for preventive or corrective situations
ii. If you experience a problem with the service you can contact our Customer Support
Department on 08090203800 or firstname.lastname@example.org.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.
iii. You agree to look after your customer premises equipment. If you do not do so and the
equipment is damaged, you may have to pay for it to be repaired or replaced.
iv. If you return any equipment as faulty, we may test the equipment if it is working, we will
send it back to you. This does not affect your legal rights relating to equipment which is faulty or
2.9 Special Measures for Consumers with disability
Consumers with disability will be allowed to subscribe for the service via an authorized
- ADVERTISING AND REPRESENTATION OF SERVICES
3.1 Advertising Practitioners Council of Nigeria (APCON)
All marketing materials shall be prepared in line with the standard advertising codes from
APCON as well as the Consumer Affairs departments of NCC. Accordingly, our adverts shall be
approved by these bodies before being made available on any public domain.
3.2 Availability of Service
Ngcom Broadband services are not available in all parts of Nigeria or in every city in Nigeria
and may be restricted to certain areas within those cities where service is available. The service
is provided via microwave communications and FTTH and so may be affected by geographic,
atmospheric or other conditions or circumstances beyond our control.
4. CONSUMER BILLING, CHARGING, COLLECTION AND CREDIT PRACTICES
i. You can settle the invoice by direct payment through any of our nominated banks or by our
online portal. To prevent suspension, we recommend that monthly subscriptions should be made
via our online portal for automatic activation of account.
ii. You agree to pay all charges for the equipment and the service, including any state or federal
taxes and charges, whether you use the service or someone else does. The method of payment
will be via online transfer or bank cheque or cash deposit to any of our nominated banks as
communicated in your invoice.
iii. Unless we agree otherwise, we will normally bill you upfront (in advance) for any rental
charges for the service. We will bill you later for any other usage charges after the event which
the charges relate to. If possible, charges will appear on your next bill, but sometimes there may
be a delay.
iv. We will send any bills to your email address unless you tell us otherwise. You may also see
your bills online at https://portal.myngcom.net/login We will send your first bill shortly after we
have provided the service to you for the first time. After that, we will send bills regularly.
However, we may sometimes send you a bill at a different time, for example if the amount of
money you owe us is considerably higher than expected.
v. You agree to pay the charges as soon as you receive your bill. You may also need to pay a
deposit or a payment upfront before you can receive the service or goods.
vi. If you do not pay your bill, we will send you a reminder or call you. If we do not receive
payment by 12 midnight on the last day of your existing subscription, we shall suspend the
vii. Ngcom will pursue all routes available to it to recover outstanding debt. We will send out
reminder letters to follow up outstanding invoices. We will send these by email by mail to the
address we have in your account details. We may suspend your service at any time for non-
payment. We may instruct solicitors to recover outstanding debt.
viii. All Ngcom Broadband options are provided in line with our fair-usage policy as set out in
the ‘Support’ section of www.ngcomnetworks.com
Compensation- Loss of Service/Refund Policy
Ngcom will strive to ensure our customers receive a fair deal. We would provide compensation
on individual customer case basis, where customer has been disadvantaged by Ngcom’s actions,
provided that customers have been using the services in accordance with our published terms and
Below shows the proposed Refund/chargeback agreement to be signed with our customers in
proven cases where Ngcom fails to provide proper service in line with the agreed availability
|Availability (%)||Chargeback/ Surcharge (%)|
|2||97.9 – 95||5|
|3||94.9 – 90||10|
|PLEASE NOTE THAT CHARGEBACK IS BASED ON BILLING FREQUENCY i.e Monthly, Quarterly or Half Yearly. Compensation to residential customers will be refund of number of days.|
Compensation to residential customers will be refund of number of days.
5. CONSUMER OBLIGATIONS
5.1 Acceptance of Licensee Terms
Consumers shall be bound by Ngcom’s terms of service on return of a signed service agreement,
or on clearly accepting the service terms by any form of telecommunications. By activating the
service on commencement date, you are deemed to accept our service terms.
5.2 Access to Maintenance
Consumers shall grant the Licensee or its authorized representatives, without charge, access to
premises, equipment or facilities as reasonably required for any provisioning or maintenance of
the services, equipment or facilities.
5.3 Tampering with Equipment
Consumers shall not use any equipment or related facilities provided by a Licensee for reasons
other than those related to normal service, and shall not do anything that interferes with the
functioning of such equipment or facilities, without prior written authorization from
Ngcom. Consumers shall be responsible for any loss of or damage to equipment or facilities that
result from actions contrary to the terms and conditions of service or this Code.
• Modification or attachment of any unauthorized device to the Licensee’s equipment or facilities
is prohibited without prior written authorization from the Licensee.
• No equipment or device that interferes in any way with the normal operation of a
telecommunications service, including any equipment or device that intercepts or assists in
intercepting or receiving any service offered by Ngcom that requires special authorization, may
be installed by or on behalf of any Consumer.
5.4 Reselling Services without Authorization
The Customer warrants that the Services will not be resold, unless Ngcom is notified in writing
of the Customer’s intent to do so. In the event that the Services are resold with notice to Ngcom
the Customer shall save and hold Ngcom harmless for all liability arising from the use or misuse
of such resold services, which must be sold under a formal agreement similar in form to this
Agreement, including the Acceptable Use Policy. The Customer acknowledges that notice to
Ngcom of its intent to resell the Services is an acceptance of this clause. The Customer may,
however, share the services with third parties without cost. The Customer acknowledges that
liability for any use or misuse of the shared services shall rest with the Customer.
5.5 Misuse of Service
Consumers shall not misuse public telecommunications services, including by: dishonestly
obtaining telecommunications services; or possessing or supplying equipment that may be used
to obtain such services dishonestly or fraudulently; or using services to send messages that are
obscene, threatening or otherwise contrary to applicable laws or regulation.
5.6 Dishonest Churning
If you are a new customer asking for broadband service, we may choose to investigate your
payment history with your last provider before granting you service. For this reason you may
need to provide proof of your identity. Consumers are not allowed to ‘switch’ service to another
operator without settling all valid payment arrears for any services already provided by their last
- PROTECTION OF CONSUMER INFORMATION
We know that privacy is very important to our customers and we want you to feel confident
about the privacy and security of your personal information. We take reasonable care to prevent
any unauthorized access to your personal information. Ngcom recognizes the importance of your
privacy. We use personal information that we collect from customers in accordance with strict
procedures and laws of the Federal Republic of Nigeria. We have set out below some important
information about the personal information we may hold about you, and how we use it. Full
6.1 General Principles
When ordering for our service, we may ask you for information such as name, home or business
address, contact phone numbers and email address. We collect this information by phone, in
writing or through a website. We may also ask you for other relevant information about the
service you are using or ordering.
6.2 How we Use your Personal Information
We use information about you in the following way
• Process of orders you place with us
• Charge for services we provide
• Publish your details in our directory, provide directory enquiry service or information to the
regulator, NCC and other authorized government agencies
• Communicate with you about how to use the service and let you know about any changes to
• Market our own products and services. We need your permission to use your information for
this purpose. We will assume we have your permission unless you tell us otherwise by writing to
us at: Plot 8, Ornife place, QMB Builders Mart Road, Lekki Phase 1
• Carry our market research and analysis on our current products and services and future
developments. We will make sure that you cannot be identified. We may give information in this
form to certain other people or organizations.
• Prevent and detect criminal activity, fraud, misuse of or damage to our network and prosecute
and sue those responsible.
• We may provide information (in response to requests from authorized law enforcement
agencies) to prevent and detect crime and prosecute offenders. We may also provide information
to protect national security. In all cases, we will do so in line with the laws of the Federal
Republic of Nigeria.
6.3 How long we keep personal information
How long we keep personal information depends on how we use that information. In some cases,
by law we must keep information for a minimum period. Unless specific legal requirements say
otherwise, we will keep information no longer than is necessary for the purpose we collected or
processed the information.
Ngcom services indicates your agreement to the use of your personal information as set out in
6.5 Maintaining Data Quality
We take due care in ensuring that personal information provided by you is retained and
processed in a manner that ensures that this information is accurate, relevant and current for the
purpose for which it is to be used.
- COMPLAINTS HANDLING
7.1 Information to Consumers
If you are unhappy with our service please contact us and let us know. It is through your
feedback that we are able to review and improve the overall service we provide. If you have a
complaint our formal internal complaints procedure is outlined below. We are fully committed to
addressing all complaints, fully and fairly, and in a reasonable time frame. We do try and resolve
complaints by telephone. Should you wish to receive a response in writing then please ask.
7.2 Fault Process
Ngcom operates a service desk which is reachable 24 hours a day and 7 days a week via
telephone and email. All Ngcom subscribers can contact the help desk via telephone;
08090203800 or 012272400, email; email@example.com or whatsapp ;
08096096220. Before you contact our support desk please make sure that you have your
customer ID and summary of the complaint. This will enable us to process and resolve your
7.3 Resolution Time
We aim to deal with problems as quickly as possible and so our help desk assistance will try to
resolve the problem during the telephone call although complaints about bills may take longer to
put right. If this is not possible, they will inform you of a cause of action.
If you need to escalate a complaint about the way we have handled any aspect of your account or
the way you have been treated when contacting the technical support or Customer Service desks
you may escalate by sending an email with the details of your complaint
7.5 Contacting You
When we need to contact you, we will use your billing address, e-mail address, mobile or fixed
phone number. We will contact you to advise on the outcome of an investigation to any
complaint which our help desk agents were unable to resolve during the initial telephone call.
7.6 Special Needs
Ngcom is aware of its legal and moral obligations to disabled customers. We offer a number of
different services for our customers with special needs. These services are designed to not only
meet the demands of the current regulations, but to also enable us to offer the best possible
service to these customers.
7.6.1 Special Literature
Copies of this code of practice in larger print are available by post from us. Our web developers
are also working continually to improve the accessibility of our sites to disabled customers.
7.6.2 Priority fault repair
In the event of a fault, where a special needs customer has a bonafide need of urgent repair,
priority is given to restoring such a customer’s service.
7.6.3 Bill payment
Disabled customers who are dependent upon the service may nominate somebody who can help
them deal with bills, and their account in general. Specifically, this nominee can:
• Be the person to whom the customer’s bill is sent.
• Be the person to whom any enquiry will be made by Ngcom in the event of a bill not being
• Pay the bill on behalf of the customer – but will not be held legally liable for the bill
In order to take advantage of any of these services, customers with special needs must pre-
register their requirements with us. In order to register please call Customer Care.
Complaint handling processes shall be provided free of charge. However, we may impose a
reasonable charge for complaint handling processes where investigation of the complaint
requires the retrieval of records more than twelve (12) months old, and where that retrieval
results in any incremental expense or significant inconvenience. Any such charges shall be
identified, communicated and agreed with the subscriber before we bill for it.
7.8 Action on disputed charges
When there is an unresolved complaint or billing dispute, the consumer shall be obliged to make
payment of any outstanding amounts other than the amount that is specifically in dispute. We
shall not impose any additional charges in form of credit management or interest until while the
dispute is being resolved.
7.9 Changes to complaint Handling Process
We shall from time to time and as may be required by NCC review our complaint handling
process. Revised and updated information will be posted to our
8. CODE COMPLIANCE
8.1 Licensees (Ngcom) Responsibility
Ngcom takes its responsibility to the code compliance very seriously and recognizes the
importance of developing and maintaining good Code that is approved by the commission. The
company is committed to an ongoing process of improvement in its operational performance,
seeking not only to comply with legal or mandatory requirements but also proactively educate
her employees regarding the code compliance and providing the required information to the
Commission as at when needed.
8.2 Compliance Monitoring and Reporting by the Commission
Ngcom is in full support and agrees to work with the Commission as well as customers to ensure
that the service it delivers in terms of quality and customer support continues to meet and even
exceed developed standards and codes of conduct.
8.3 Consumer Complaints
All complaints by consumers will first be lodged and dealt with by Ngcom in accordance with
Clause 7 of this Code. Where a Consumer lodges a complaint with the Commission and does not
initially contact us, the Commission will forward the complaint to Ngcom for resolution in
accordance with our complaint handling process detailed in this Code.
8.4 Industry Complaints
Industry complaints are those made by one Licensee against another for an alleged breach of
a consumer code. Industry complaints will also include complaints by a group
representing consumer interests against a Licensee.
All Industry complaints will be lodged directly with the Commission. Where an Industry
complaint is lodged with a Licensee, without evidence that the complaint has been lodged with
the Commission as well, the Licensee shall forward a copy of the complaint to the Commission
without delay, and will notify the complainant of its further contact.
8.5 Commission Investigation
The Nigerian Communications Commission (NCC) is empowered by law and is fully responsible
for ensuring compliance as well investigation into complaints or breach of code by either
Ngcom, her customers or between Ngcom and other providers.
8.6 Appeals Process
Where there is a dispute between us that cannot be resolved within 60 days from the first date of
lodging the complaint with us, you have the right to refer the matter to the
Head, Consumer Affairs department of Nigerian Communication Commission.
We will treat any information concerning any complaint or compliance in confidence and will
not disclose it to anyone except or in accordance with any 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, EFCC and
Excise etc. Any such disclosure will be strictly controlled and will be made fully in accordance
with the laws of the Federal Republic of Nigeria.
- ACCEPTABLE USE POLICY
For the complex network of networks which we call “the Internet” to function correctly, it is
essential that all of those who connect to it do so in accordance with generally accepted standards
Most customers of Ngcom Internet will be using commercial software which handles all
technical aspects of their connection for them, but certain configuration issues and matters of
courtesy or common sense must be noted by all users.
Ngcom Internet relationship to other networks, and ultimately its connectivity to the rest of the
Internet, depends largely upon proper behaviour by Customers, and therefore Ngcom Internet
cannot tolerate practices by any of Customers which negatively impacts our equipment or
network, or that of other users of the Internet, or which in any way damages Ngcom Internet
standing in the wider Internet community.
Ngcom will therefore enforce appropriate sanctions against any Customers who are responsible
for abuse of the Internet. Such sanctions include, but are not limited to, a formal warning,
suspension of one or more of the Customer’s services, suspension of all Internet access through
Ngcom Internet, or termination of the customer’s account(s). Where services are cancelled or
withheld for abuse, Ngcom Internet shall not be obliged to refund any unused portion of fees
paid, and reserves the right to levy appropriate additional charges as damages. Such charges shall
not preclude or supersede any rights Ngcom may have under the Service Agreement with the
For the guidance of customers on what Ngcom Internet considers to be unacceptable, some
general issues are addressed below. Please note that Ngcom is not responsible for the content of
external sites which are referenced by this AUP.
You must not use your Internet connection for any illegal purpose. You should be aware that
some material is illegal to possess or transmit. You should also note that unauthorized access to
computer systems can be an offence; although many machines connected to the Internet are
placed there so that you may access them, it does not follow that you may access any computer
you come across.
Your traffic over the Internet may traverse other networks, or use other services, which are not
owned or operated by Ngcom Internet. If more restrictive than this AUP, you must also abide by
the AUPs and other terms and conditions imposed by the operators of those networks and
You must not send packets onto the Internet which have forged addresses or which are
deliberately constructed so as to adversely affect remote machines.
Your machine or network must not be configured in such a way that others can exploit it to
disrupt the Internet.
You may not run “scanning” software which accesses remote machines or networks, except with
the explicit permission of those remote machines or networks.
You must ensure that you do not further the sending of unsolicited bulk email or any other form
of email or “abuse”. This applies to both materials which originate on your system and also third
party material which passes through it.
You must not run an “open mail relay”, viz a machine which accepts mail from unauthorized or
unknown senders and forwards it onward to a destination outside of your machine or network. If
your machine does relay mail, on an authorized basis, then it must record its passing through
your system by means of an appropriate “received” line. As an exception to the ban on relaying,
you may run an “anonymous” relay service provided that you monitor it in such a way as to
detect unauthorized or excessive use. However, you may not relay traffic from such an
anonymous system via Ngcom Internet’s servers, i.e. you can only pass email from such a system
to Ngcom Internet where this is the correct destination for final delivery.
Any decision Ngcom Internet makes in relation to its services will be final on all matters
The customer shall not:
Obtain or seek to obtain, by any means whatsoever, information regarding the personal
identification or password of any other person which is a customer of Ngcom or any network to
which the Customer may be permitted access;
Obtain or seek to obtain access to or interfere with any programs or data maintained by Ngcom;
Develop or use programs which adversely affect or impact other customers, the Services, the
Internet or any computer network;
Use, transmit or store anything obscene, offensive or defamatory or which appropriates a
personality without legal permission or which in any way violates or infringes copyright,
trademark or other intellectual property rights;
Utilize the Services and the Internet for any purpose which is contrary to the laws of any
government having jurisdiction over Ngcom and/or the Customer; and Commit any act or cause
or permit any act to be committed or provide any services which will conflict with or affect in
any way the provision of the Services by Ngcom.