TELSERVE NETWORKS LIMITED

CONSUMER CODE OF PRACTICE

Last updated on 25 September 2025

This Code of Practice applies to all internet services accessed by customers in Nigeria, provided by Telserve through its infrastructure. This Code has been developed in alignment with the Consumer Code of Practice Regulations, 2024 established by the Nigerian Communications Commission (NCC).

This code helps to explain steps to remedy any wrong that may occur. It gives information, clear explanation and remedy. It provides step to step method on raising and resolving complaints. This code does not form part of a contract or collateral contract between Telserve and you.

Copies of this Code may be obtained by contacting our Customer Care.

Contents:

PURPOSE OF THE CODE

Pursuant to the Consumer Code of Practice Regulations 2007, Nigeria Communications Commission (NCC) has mandated Telserve Network in Nigeria to publish a Consumer Code of Practice.

This Code of Practice provides the complete and accurate information to consumers for services; representation of services, consumer billing, charging, collection and credit services, protection of consumer information, consumer obligations, complaints handling and code compliance. The Code provides a general overview of services offered to consumers; brief information on how to contact us about our products & services and subscribing to any of our services; detailed list of all our consumers' rights and obligations; it also outlines the process for compliant handling up to resolution.

APPLICATION OF THE CODE

This Code applies to the provision of Internet (broadband) services provision to the general public based on the ISP licenses obtained from the NCC and we aim to comply with the principles outlined in various legislation including the Nigerian Communication Act 2003 and Schedule 1 of the Consumer Code of Practice Regulation, 2007.

This Code therefore has been developed by Telserve, in line with the established and published NCC's General Code of Practice Regulations 2007.

CODE ADMINISTRATION

The Code will be administered by Telserve, in line with guidelines from NCC as well as reviews that are to be agreed and communicated by the Commission based on feedbacks at Consumer Forums and Consumer Affairs Bureau that may be set up by the NCC from time to time.

AMENDMENT OF CODE

Telserve may amend this Consumer Code from time to time to conform to set guidelines that may be required by Law or by NCC.

QUALITY OF SERVICE

Telserve shall comply with the standards of quality developed for the industry by the Commission. This shall be in consonance with our commitment to delivering service of the very highest quality to our customers.

Telserve shall provide the service contracted with the customer within any agreed service supply timelines.

SECTION 1: PROVISION OF INFORMATION TO CONSUMERS

Description of Services:

Telserve Networks Limited (Telserve) is a fixed wireless services provider licensed by Nigerian communications Commission (NCC) to provide Internet services within Nigeria and a host of other value-added services to home and corporate businesses. We enable our subscribers to access the worldwide web and make use of the internet to carry out their legitimate transactions online. We also offer state-of-the-art broadband services for cost-effective, reliable and secure deployment of a multi-service network, offering converged voice telephony, video conferencing, video surveillance, high-speed data transmission, and Internet access services over high-speed broadband spectrum in selected cities in Nigeria.

For detailed description and pricing of our services, please send an email to info@telservenet.com

Service Contracts:

Mode of our operations and services shall be made clear to customers.

Telserve will provide its customers with complete, accurate, and up-to-date information in simple and clear language, on its current products and services, as well as tariffs and rates where applicable. We shall also inform customers of the terms and conditions for all services offered on the Telserve Network so that customers can make informed choices regarding our products and services.

Telserve shall ensure that customer requests for information on our products and services are responded to in a timely manner and provided free of charge. Such information to be provided shall include the following:

• Current service arrangements, including rates and terms and conditions for all services offered, readily available in print and electronic format shall be provided upon request by customers; Telserve services that are subject to price or tariff regulation by the Commission shall be described in service tariff pages which shall be available upon request by customers; Service tariffs are subject to regulation by the NCC. Where any law or regulation then in force requires the input of customers before tariffs are changed, Telserve will provide its customers with sufficient information to enable them participate as required.

Our services are available in some parts of Nigeria, while efforts are been made to launch out to all parts of Nigeria in due course. As a result, our services may be limited to only areas of coverage for the time been. Nothing in this Code affects your statutory or common law rights, nor is anything contained in this Code intended to form a part of a collateral or collateral contract between Telserve and any of its Customers.

Prior to deployment of our services, all clients are expected to complete our subscriber agreement form, read and sign the terms and conditions which detailed full terms under which the service is provided. It governs the contractual relationship between Telserve and its Clients and in the event of any discrepancy between the Service Contract and Consumer Code of practice, the service Contract shall take precedence. A copy of our Subscriber agreement form is available in print at our offices and electronic copy can be sent upon request to info@telserve.net

Pricing Information:

A copy of our Subscriber Agreement Contract for our services tariff is available in print at any of our offices and request for a copy can be sent to info@telservenet.com

The information contained in the subscriber agreement Contract shall include details of all customers, full names, address, contact details, next of Kin or emergency contact persons nominated by the customer, corporate details and product & service plans/pricing. All services are subjected to tariff regulation by the Commission and shall be described in service tariff pages accessible on our website www.telservenet.com and through a mail request sent to info@telservenet.com

Before a contract for service is entered into, Telserve shall inform the consumer of the following:

1. The applicable rates or charges;
2. What the charges include;
3. Each part or element of an applicable charge, and the method of its calculation;
4. The frequency of the charge or other circumstances that give rise to the charge;
5. Whether the charges or elements thereof are subject to change from time to time, the circumstances of such changes and how the Consumer will be informed of such changes.
6. All consumers to be affected by a change in tariff for a product shall be notified of the proposed change.

The information on the service shall include mechanism to resolving disputes.

Contract Terms and Terminations:

Service contracts shall have in detail the components of each service, including, tariff information conditions, conditions for renewal, discontinuation, interruption, continuation, terms and termination, product warranties and maintenance, conditions relating to deployment/installation and activation of service, quality of Service Regulations 2013 (particularly Schedules 1 and 2), fault reporting, accessibility to operators directories and emergency services (where applicable) and provision for disabled consumers.

The contract itself shall contain the following information regarding the term:

1. The commencement date of the contract;
2. Where a minimum contract term is applicable, this shall be clearly stated;
3. Where a minimum contract period is applicable, this, in addition to the manner and consequences of termination shall also be stated;
4. The situations where early termination is possible;
5. The amount or method of calculating any charges payable upon early termination; (f) The conditions and terms of renewal of the contract, if applicable;
6. The conditions and terms of disconnection and reconnection and fees that may be charged for disconnection or reconnection;
7. Terms and conditions that may apply to refund of any deposit including timing and any deductions or charges applicable;
8. Terms and conditions relating to situations that may result in service disruption/interruption, withdrawal or discontinuation of the service and service loss compensation; and
9. Terms and conditions relating to the delivery, installation or activation of the service.

(e) Product Warranties & Maintenance

At the point of entering into a contract to provide services, Telserve shall ensure that Consumer is duly notified of any contractual warranty relating to products (if any) supplied for use in connection with the service, including how to obtain warranty service if needed and where a copy of the warranty is not provided with the products, the Consumer shall be informed of how and where it is available.

Telserve will provide specific information regarding any maintenance services offered with respect to its service and product offerings.

Telserve shall endeavor to provide services within the service supply time targets set out in the Commission's Quality of Service Regulations, subject to the following:

• In the event that Telserve encounters technical problems that interfere with provisioning of the service(s), the time for provisioning will be subject to any time or process of rectification permitted by the Commission;
• Telserve will not be responsible for any readiness of premises or availability of infrastructure or equipment that is beyond its reasonable control; and
• Telserve shall not be responsible for delays or refusals of service requests caused by the Consumer being identified as not creditworthy.

(d) Where services are subject to upgrade or migration options, consumers shall be provided with clear and complete information regarding the upgrade or migration terms, including any changes in service performance and any duly approved fees or charges resulting from the upgrade or migration.

(e) Telserve shall where its within its capacity, endeavour to give advance warning of anticipated service disruptions or planned outages, including details of the of the disruption or outage, the services and service areas affected and any applicable compensation or other remedies.

(f) Telserve shall inform consumers of their right to opt out of any advertised or subscribed service where such service is available. To achieving this, Telserve shall have readily accessible mechanisms / paths to subscribe ('opt in) to a service, renew a service or discontinue ("opt out") to a service to avoid consumers incurring further charges

(f) Fault Repairs & Service Interruption

• Telserve shall implement the facilities and processes needed to permit Consumers to report faults 24 hours a day.
• Telserve shall comply and shall cause its agents to comply with the relevant fault repair standards set out in the Commission's Quality of Service Regulations.
• Telserve shall endeavor to give advance warning of anticipated service disruptions or planned outages, including details of the disruption or outage, the services and service areas affected and any applicable compensation or other remedies.
• Telserve shall in the event of force majeure such as floods, fire outbreak and storms, endeavor to rectify the fault within such period of time as may be reasonable in the circumstances.

(g) Subscription of services

A Customer may subscribe to Telserve's services by completing the prescribed service application process, which may be conducted from any of our office locations or our website. Subscription shall be deemed complete upon the Customer's acceptance of the applicable terms and conditions, successful verification of required information, and confirmation of service availability at the proposed service location(s).

Upon subscription, the Customer shall enter into a formal agreement with Telserve, outlining the scope, duration, service levels, applicable fees, and other commercial terms related to the provision of the Service. All such agreements shall comply with NCC regulatory requirements and consumer protection standards.

Service delivery shall commence following successful installation, testing, and commissioning and subject to confirmation of readiness of the equipment at the Customer's location, or on a mutually agreed date. Any timelines communicated shall be estimates unless specifically guaranteed under the applicable Service Level Agreement. Telserve shall notify the Customer of service activation and applicable billing start date.

Unless otherwise agreed, service subscription shall be for an initial minimum term, subject to automatic or manual renewal as expressly agreed by the Customer in the Service Agreement. The Customer may terminate the service in accordance with the applicable termination clause and notice requirements set out in the agreement.

The Customer may request upgrades, downgrades, or modifications to the subscribed service. Such changes shall be subject to technical feasibility survey, commercial terms, and written approval by Telserve.

SECTION 2. ADVERTISING AND REPRESENTATION OF SERVICES

Advertising Practitioners Council of Nigeria(APCON)

All marketing materials shall be prepared in line with the Nigerian Code of Advertising Practice established by Advertising Practitioners Council of Nigeria and Consumer Protection Council as well as the Consumer Affairs Bureau of NCC in conjunction with part III of the General Code.

Availability of Services:

Telserve relies on public and private broadband backbone infrastructure and may not be available to all consumers based on interconnectivity uptime, restrictions, and / or market.

All geographical and technical inhibitions known to Telserve which may substantially impair the performance and availability of any advertised service shall be included in all marketing materials for the services:

1. Substantially affect the performance of the service; and
2. Are known Telserve.

Telserve shall make clear in any advertising materials which promote a service offer any limitations in the offer which restrict it -

1. To a particular group of people;
2. To a partial zone, region or other geographical area within the country;
3. To a particular period of time; or
4. Through the limited availability of equipment, facilities or other materials.

Advertising of Packaged services:

Telserve shall ensure that it is able to transmit all components of a service package as contained in advertising materials where a service is provided as part of a package. Where it is or may be unable to supply any component of a package, appropriate information about this limitation shall be included in the advertising materials. Advertising materials for services indicating the tariff of each component of a service package shall also include a statement of the minimum total charge for the package, and indicate any conditions that may apply to obtain the component at the stated tariff.

Internet Connections:

Telserve shall provide internet connectivity services to the Customer in accordance with the Service Agreement, subject to network coverage, infrastructure capacity, and agreed service levels. Service quality may vary and is subject to a Fair Usage Policy (FUP), where applicable, in line with NCC guidelines. While every effort will be made to ensure continuous access, service interruptions may occur due to maintenance or unforeseen technical issues, and Telserve shall act promptly to restore service. The Customer is responsible for ensuring that their internal network and devices are compatible with the service, and Telserve shall not be liable for performance issues arising from Customer-owned equipment.

Disclaimer

Telserve shall not be liable for any loss, damage, delay, or failure in service delivery arising from events beyond its reasonable control or from unauthorized use, misuse, or security breaches not attributable to its actions. The Customer acknowledges that use of third-party content or services accessed via the internet is at their own risk, and Telserve makes no warranties, express or implied, regarding the performance, fitness for purpose, or accuracy of its services beyond what is stated in the Service Agreement or this Code.

Telemarketing

Telserve ensure that all advertising, promotional, and telemarketing communications are honest, accurate, and not misleading, with clear disclosure of service features, pricing, and applicable terms. Such communications shall be directed only to Customers who have provided consent, and Customers shall have the right to opt out at any time. Customer information shall be used responsibly and lawfully in line with data protection laws and NCC guidelines. Telserve shall not misrepresent any aspect of its services during marketing or sales engagements.

SECTION 3. CONSUMER BILLING, CHARGING, COLLECTION AND CREDIT PRACTICES

Billing Information

Telserve shall ensure that all Customers receive clear, concise, and accurate billing information that reflects the services subscribed to and consumed. Bills shall be transparent and presented in a format that is easy to understand, showing the total amount due, applicable taxes, and any discounts or promotions.

Each bill shall include, at a minimum, the following details:

• Customer's billing name
• Customer's billing address
• Billing period
• Description of services billed
• Applicable charges (itemized where possible)
• Taxes and levies
• Discounts or promotional credits (if any)
• Total amount due
• Payment due date

Billing information shall be made available through accessible channels, including electronic and/or physical formats, depending on the Customer's preference.

Itemization of charges

Each Customer bill issued by Telserve shall include an itemized list of all charges incurred within the billing period, usually 24months. These shall include but not be limited to service subscription fees, usage-based charges, installation or maintenance fees (where applicable), and taxes. Itemization will ensure Customers can easily verify billed services and identify any discrepancies.

Timing for issuance of Bill

Telserve shall issue bills to Customers promptly and in a timely manner, consistent with the agreed billing cycle stated in the Service Agreement. The timing of bill issuance will enable Customers to have adequate notice for payment. Customers shall receive at least ten (10) days' notice prior to the due date.

Receipts and consumer payment advice

Upon receipt of payment for any service, Telserve shall promptly issue a payment receipt clearly indicating the amount paid, date of payment, applicable service(s), and any outstanding balances. Such receipts shall serve as official proof of payment and will be delivered through electronic or physical means as preferred by the Customer.

Billing frequency

Telserve shall bill Customers based on the frequency agreed upon at the commencement of the Service Agreement, which may be monthly, quarterly, bi-annually, or annually as the Customer may prefer. For each calendar month during the term of the service contract, the Customer shall be liable for payment of the applicable service charge.

Telserve shall issue invoices for the service charge in accordance with the agreed billing cycle, and the Customer shall make payment on or before the 30th day of the month preceding the commencement of the next billing period.

Where the service commencement date falls on a day other than the first day of a calendar month, or where the service term ends on a day other than the last day of a calendar month, the service charge for such partial month shall be prorated based on actual days of use, calculated on the basis of a thirty (30) day month.

Customers shall be informed of any proposed changes to the billing period at least sixty (60) days prior to the effective date of such change.

Non-Payment of bills

Where payment is not received within three (3) days into the new billing cycle for monthly Customers, or within seven (7) days for quarterly Customers, Telserve reserves the right to initiate appropriate measures, including reminders, temporary suspension, or disconnection of services, as stipulated in the Service Agreement. However, such actions shall be preceded by proper notification, and any disputes raised by the Customer will be handled in accordance with established dispute resolution procedures. Where a service is disconnected due to non-payment, a reconnection fee shall apply, and reconnection may take up to seventy-two (72) hours

Prepaid Services

For prepaid services, Telserve shall ensure that Customers are charged in advance of service delivery, with full disclosure of tariffs, validity periods, and consumption details. Telserve shall not impose any hidden fees or charges, and all prepaid billing practices will conform with transparency and consumer fairness standards.

SECTION 4. CONSUMER OBLIGATIONS

Acceptance of License Terms:

Consumers shall be bound by Telserve's terms readily available to the consumers and a copy downloadable on our website clearly accepting the service terms by any form of communications. Upon deployment of the service on agreed date, the consumer is deemed to have accepted our services terms.

Misuse of Service:

Consumers shall not misuse Telserve services, by any of these means, including but not limited to: dishonestly obtaining services; possessing or supplying equipment that may be used to obtain such services dishonestly or fraudulently; dishonestly using SIMS to send to send messages that are obscene, abusive, offensive, threatening, or otherwise contrary to applicable laws or regulations. Consumers who misuse our services shall be subjected to investigative measures in the terms and conditions of the service.

Protection of Equipment

The Customer shall ensure the safety and proper use of Telserve's equipment installed at the service location. Costumers shall not use any equipment or related facilities provided by Telserve 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 the Telserve. This restriction should not apply to any equipment that is accompanied by operating instructions indicating that it may be disconnected and reconnected as part of its normal use. Customer shall be liable for loss of or damage to the equipment arising from negligence, misuse, vandalism, theft, fire, power surges, or any cause not attributable to TELSERVE.

Access for Maintenance:

Consumers shall grant Telserve 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.

Tampering with Equipment:

Modification or attachment of any unauthorized device to Telserve equipment or facilities is prohibited without prior written authorization from Telserve. 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 services offered by the Telserve that requires special authorization, may be installed by or on behalf of any consumer.

Re-selling Services without Authorization:

Consumers shall not re-sell any service provided by Telserve except as permitted by the service agreement of Telserve (and subject to any applicable licensing or authorization by the commission pursuant to the Act.

(g) Dishonest Churning:

The service provider prohibits dishonest churning where a consumer may be tempted to accumulate payment arrears with one Licensee for services used, then 'switch 'service to another Licensee without settling payment with the previous Licensee. This constitutes an abuse of a competitive internet service market. In order to prevent this abusive behavior, consumers shall be required to settle valid payment arrears with a Licensee before switching to another service provider.

Telserve shall be permitted to investigate if a person seeking its services has settled with his or her previous supplies and supplier, before having any obligation to provide service to that customer.

(h) Consent for Communication:

The Customer agrees to receive relevant service-related communications, billing notices, and-where consent is given-marketing or promotional messages. Customers may opt out of promotional communications at any time using the designated channels provided by Telserve**.

SECTION 5. PROTECTION OF CONSUMER INFORMATION

Privacy of consumer information, verbal or in writing, is very important and Telserve believes its consumers should feel confident about the privacy and security of their personal information. We take reasonable care to prevent any unauthorized access to consumer's personal information, unless allowed by state authority and the commission. Consumers are assured that personal information is protected in accordance with NCC regulations, best practices and laws of the Federal Republic of Nigeria. All consumer information is collated and maintained strictly for business purpose of Telserve in a fair manner. Telserve shall notify consumers prior to the collection of information, the consumer's choices with regards to collection, use and disclosure of information, consumers access to their information and measures employed to protect consumer information.

Telserve has adopted a protection of consumer information policy and full details of our policy can be made available by writing to us at Telserve Network Ltd or on info@telservenet.com

Data Gathering

Telserve collects only necessary personal and service-related information from Customers for service delivery, billing, support, and operational improvement. Data is gathered lawfully, with the Customer's consent or other lawful basis, and used solely for legitimate purposes.

Data Storage

All consumer data is securely stored using appropriate technical and organizational measures to prevent unauthorized access, loss, or misuse. Data is retained only as long as necessary for its intended purpose or as required by law.

Data Sharing

Telserve does not share consumer data with unauthorized third parties without consent, except where required by law or for legitimate service-related purposes under strict confidentiality. Customers may request access to their data and seek corrections where applicable.

SECTION 6. COMPLAINTS HANDLING

Information to Consumers:

Telserve shall provide consumers with information on its complaint process, in writing or electronic format, which can be obtained at its premises or on its Website (www.telservenet.com) , respectively. Telserve's formal internal complaints procedure is outlined below. Telserve is fully committed to addressing all complaints, fully and fairly and within a reasonable time frame. Telserve shall try and resolve complaints by telephone, however, should consumers wish to receive a response in writing then consumers shall inform Telserve accordingly and it shall duly send a written resolution. The consumer's complaints process shall include; consumers right to complain; contact details for lodging a complaint; supporting information/documentation needed to lodge a complaint; Telserve practices and procedures adopted in recording and processing complaints for satisfactory resolution.

Special needs

Telserve ensures accessible complaint channels for customers with disabilities, language barriers, or other special needs, including simplified formats and assistance upon request. Telserve' is aware of its legal and moral obligations to consumers with physical disabilities and special needs. These services are designed to meet the demands of the current regulations, as well as enable Telserve offers the best possible service to these Consumers. Telserve shall ensure that its representatives are well equipped to fully assist Consumers with special needs in lodging complaints.

Copies of this code of practice in larger print are available in all our offices. Our web developers are also working persistently to improve the accessibility of our site to disabled customers

Complaint processes

Customers may submit complaints through any of the following channels:

Telserve operates a customer service desk, free of charge, which is reachable during working hours (9.00am -5.00pm) via telephone and outside working hours via email info@telservenet.com .

All consumers of Telserve product and service can contact the help desk via telephone; +234- (0)201 295 3548, email: info@telservenet.com. Before a consumer contact our support desk, the consumer is advised to ensure that they have details of the service subscribed to, consumer's mobile number, username (if any) and summary of the complaint. This will enable Telserve process and resolve their complaints quickly. Written complaints shall be acknowledged in line with the Commission's Quality of Service Regulations, 2008 (Schedule 1) or as directed by the commission from the time to time. Verbal complaints are seen as acknowledged at the time complaint is communicated. All complaints shall be lodged and can be tracked using a unique number communicated to the consumer at the time of lodging the complaint.

Charges

Complaint handling processes shall be provided free of charge. However, Telserve may impose reasonable charge for complaint handling processes where investigation of the complaint requires the retrieval of records more than two (2) years old, and where that retrieval results in any incremental expenses or significant inconvenience. Any such charges shall be identified, communicated and agreed with the Consumer before billing.

Further recourse

If unresolved, Customers may escalate complaints to the NCC using the prescribed channels. Telserve will cooperate fully with the NCC during such escalation.

Action on Disputed Charges

Where charges are disputed, Telserve will not disconnect service for the disputed amount until the matter is investigated and resolved. Any confirmed overcharges will be promptly refunded or credited. 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. Telserve shall not impose any additional charges in form of credit management or interest while the dispute is being resolved.

Data Collection and Analysis of Complaints & Outcome

Telserve maintains a complaint log, tracks outcomes, and conducts periodic analysis to improve service delivery. Data is reported to the NCC as required.

Internal Date Collection of Complaints - Telserve has in place appropriate recording systems for collection and storage of data relating to complaints and their outcomes meeting the requirements of the quantity of complaints in line with the commission's Quality of Services Regulations, 2008 or as directed by the commission from time to time. To achieve this Telserve shall operate a tracking system for all complaints lodged by a consumer and resolution / outcome of each complaint which shall be stored for analysis and reporting purposes.

Internal analysis of complaints and Outcome - Telserve's complaint tracking system shall store all complains in a discernible manner for identification of complaints, identification of recurring problems, identification of resolutions (including time of resolution) and identification of outcome of complaints. As part of its consumers information policy, Telserve shall always inform the consumer that a record of their complaints is being kept, at the time of lodging a complaint, and if requested by the consumer shall describe the complaints and the tracking system used by Telserve to ensure prompt resolution of the consumer's complaint.

Review ad Reporting of Complaints Handling Process - Periodically, Telserve shall review their complaint handling and tracking processes to ensure effective processing, of complaints. As requested by the commission, Telserve shall report on the outcome of such reviews and make any changes to complaint handling and tracking processes identified and communicated by the commission. The commission may from time to time audit its complaints handling and tracking processes including by exercising its powers pursuant to section 141 of the Act.

Resolution - Telserve aims to deal with problems as quickly as possible and so our help desk assistance will try to resolve the problem as soon as possible. If this is not possible, a customer representative will contact consumer informing on the next course of action. Notwithstanding the above, complaints lodged shall be resolved and communication of resolution shall be sent to consumer no later than 3 months from lodging the complaint.

Escalation - If consumer need to escalate a complaint about the way Telserve has handled any aspect of their account or the way consumers have been treated when contracting the technical support or customer service desk, the consumer may escalate by writing, detailing the nature of the complaint to: Client Relationship Management 19, Ajao Road, off Adeniyi Jones Street, Ikeja Lagos. Failing satisfactory resolution by Telserve's complaint and escalation process, Telserve shall at all times, inform consumers of their right to refer their complaint to the commission.

Changes to complaint handling process

Any updates to our complaint procedures will be communicated to customers through our website, service points, or other appropriate channels in line with regulatory requirements. When needs to contact consumers, Telserve shall use consumer's email address and mobile numbers. Telserve shall contact consumers to advice on the outcome of an investigation to any complaint which our help desk agents were unable to resolve during the initial telephone call.

Telserve shall from time to time, and as may be required by NCC, review its complaint handling process and shall update any information regarding their complaint handling processes as appropriate, including information provided to consumers or the commission, as and when any changes occur. Revised and updated information will be posted on Telserve's website: www.telservenet.com

Retention of Records

All data (information) collected for Telserve complaint handling process shall be stored at least 24 months after resolution of a complaint or as directed by the Commission from time to time.

By subscribing to our services, the Customer acknowledges receipt, understanding, and acceptance of this Code of Practice, as amended from time to time.