REVISED CONSUMER CODE OF PRATICE

1. Service contract; Cyberspace will provide a contract for the delivery of our
services to the consumer in a manner explicit to the latter.
2. Description of service; cyberspace in engaging the customer shall provide
a detailed and simplistic delivery and engagement, and any other
requirement or interrelated services being offered.
Cyberspace in the provision of broadband services via LTE, fiber optic cable,
microwave radio link, and other related network connectivity services to her
customer shall also provide detailed information of her service level, service
credit, service/product upgrade and every other service/products that mat be
required in using her core services wherever applicable.
3. Cyberspace shall provide the following information to consumers as part of
our contract terms/termination:

The commencement date of every contract and its minimum period

wherever applicable
Exit clause and penalties.
Contract termination, disconnection/reconnection and renewal clauses.
Available services level Agreement (SLA) for services on offer.

4. Cyberspace shall ensure to provide services to consumers at stipulated

time permitted in the event of a technical fault. We shall not be responsible
for the provision of any relevant infrastructure at the consumer premise
readiness for the delivery of our service.
5. Cyberspace shall provide the various contact information of our helpdesk
unit for effective fault reporting and resolution to all customers.
We shall also provide advance notice for any planned service disruption or
outages and a regular update of restoration process.
6. Cyberspace shall duly inform consumers in a clear and concise way (where
applicable) in any advert material or promotion of our services its:

Geographical limitations.
Technical limitations.
Performance.
Restriction (to persons/organization/geographical area).
Time service is available.

7. Cyberspace will ensure consumers are informed in a clear manner

wherever a service is advertised as a package; the consumers obligations to
qualify for or obtain the service as a package will be stated.

Consumers will also be informed of the minimum total charge to obtain any
service advertised as a package and the time associated conditions for the
purchase of such package.
8. Cyberspace shall provide billing information to consumers that will:

Itemize all charges for the billing period

Show full billing statement
Indicate the billing period

9. Cyberspace shall provide bills for our services to consumers:

On a monthly basis
A quarterly basis
As agreed in service contract

10. Cyberspace shall provide bills payment confirmation to consumers on the

receipt of consumers payment through:

SMS
Email
Mail

Consumers will also be able to verify bills payment by calling our helpdesk
numbers as provided in our service contract.
11. Cyberspace will provide advance notification of at least 2 months to
consumers for any changes in its billing periods for all billing options.
12. Cyberspace shall duly notify consumers via SMS, Email, and Mail for all
non-payment of already issued bills and its plan for service disconnection.
13. Cyberspace shall provide information on its website, service contract and
adverts for its complaints handling process of which will contain at a
minimum the following:

Complaint registration through the portal, email, and telephone.

Consumers right to complaint, expected minimum complaint
information/documentation and our complaint resolution process.

14. Cyberspace shall handle consumers complaints in a swift and

professional manner considering the following processes:

Every written complaint received shall be responded to within 48

hours.
Consumers shall be provided with reference numbers for every
complaint registered and necessary information for verifying complaint
status.

Cyberspace shall always provide feedback of outcome from complaint

investigation and its decision thereof.
Cyberspace shall provide consumers with our escalation process for
handling dissatisfaction from complaint decision.
Consumers shall have the right to refer their complaint to NCC if not
satisfied after exploring our escalation process within 60 days of
lodging their complaint.
Cyberspace shall compensate consumers for any failure to deal with
complaints and service failure in the form of service credit note and
rebate.

15. Cyberspace shall not charge its customers for handling their complaints
and will have logs of customers complaints retained for up to 12 months and
readily made available to consumers on request.
After 12 months retention period of the complaints log, it may be made
available to the customers on request at a fee.
16. Cyberspace shall not invoke any disconnection or service disruption
during the investigation of a complaint or billing dispute while customers are
obliged to continue to make payment of any outstanding amounts other than
the disputed amount.
17. Cyberspace shall take necessary steps in ensuring we provide
information of changes to our complaint handling/tracking processes to
consumers as well as the commission whenever they are updated.
18. Cyberspace is obliged to retain all information gathered during the
investigation and restoration of a complaint for 12 months after resolution.