Nigerian Communications Commission (‘’NCC’’) Individual Consumer Code of Practice Regulations 2024
INDIVIDUAL CONSUMER CODE OF PRACTICE PUBLISHED BY H & Y BUSINESS GLOBAL LIMITED, IN COMPLIANCE WITH THE NIGERIAN COMMUNICATIONS COMMISSION (‘’NCC’’) CONSUMER CODE OF PRACTICE REGULATIONS 2024.
StandardTimes, Friday, January 23, 2026. Page 5.
INTRODUCTION
- COMPANY PROFILE
H &Y BUSINESS GLOBAL LIMITED (“the Company”) is a Licensed Mobile Virtual Network Operator (Tier 5 Unified Virtual Network Operator) situated at Plot 3775, Aliyu Modibbo Street Asokoro Extension, Abuja. The Company is a Private Limited Liability Company with RC- 1302459, which was incorporated on the 2nd of December 2015 in compliance with the laws of the Federal Republic of Nigeria. Through the MVNO license granted by the Nigerian Communications Commission (NCC), the Company is authorised to deliver a broad range of approved telecommunications services within Nigeria.These services include voice, data, and value-added offerings provided over the capacity of licensed Mobile Network Operators (MNOs). Operating under the framework established by the NCC, the Company will leverage its partnerships with host networks to extend affordable, high-quality, and innovative mobile services to Nigerian consumers, while ensuring full compliance with national technical and regulatory standards.
- DEFINITIONS AND INTERPRETATIONS
Unless otherwise defined, or the context otherwise requires, expressions defined in the General Consumer of Practice shall have the same meanings in this document, including recitals and schedules:
“Quality of Service Regulation” means the Quality-of-Service Regulations 2013
“Host” means H &Y BUSINESS GLOBAL LIMITED
“Consumer” means the customer or subscriber
“Consumer information” means personal information of the customer or subscriber
- PROVISION OF INFORMATION TO CONSUMERS
3.1 H &Y BUSINESS GLOBAL LIMITED shall, upon request by prospective customers or the general public, provide a copy of the contract or agreement for the provision of services and such contracts shall be in clear, unambiguous and easily comprehensible language.
3.2 The Company, upon request by customers shall provide information on its services, rates and tarifs.
3.3 Copies of the duly approved Individual Consumer Code of Practice shall be available upon request to all our consumers.
- DESCRIPTION OF SERVICES
4.1 H &Y BUSINESS GLOBAL LIMITED shall be responsible for all aspects of the provision of the telecommunications service to individuals, Small and Medium Scale Enterprises, Corporate Organizations and Public Institutions as well as other licensed MVNOs in accordance with the Licensed Framework for the Operation of Mobile Virtual Network Operation in Nigeria. - SERVICE SUBSCRIPTION
5.1 The Company shall provide the customers with clear information on the procedure for subscribing to any product or service. - PRICING INFORMATION
6.1 No Contract shall take effect until H &Y BUSINESS GLOBAL LIMITED and all other Parties mutually agree on the pricing and composition. 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. - SERVICE CONTRACTS, TERMS AND DURATION
Our Service Level Agreements with customers shall incorporate standard clauses relating to commencement date, minimum contract term (where applicable), manner and consequences of premature termination and calculation basis for payment of any penalty therefrom, situations where early termination may be permitted, renewal terms, installation, connection and decommission terms, refund policies. All 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. - PRODUCT WARRANTIES AND MAINTENANCE
8.1 Where applicable, H &Y BUSINESS GLOBAL LIMITED 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.
8.2 H &Y BUSINESS GLOBAL LIMITED shall also notify the customer of the 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.
8.3 H &Y BUSINESS GLOBAL LIMITED shall notify the customer ahead of time with specific information in the event of any scheduled maintenance of any infrastructure or equipment. - FAULT REPAIR & SERVICE INTERRUPTION
9.1 We shall put measures and systems in place to enable the reporting of faults at any time of the day by customers.
9.2 We shall notify all our customers of any planned downtime, including details of the disruption or outage, the services and the service areas affected by such disruptions and the expected duration of the downtime.
- AVAILABILITY OF SERVICE
10.1 H &Y BUSINESS GLOBAL LIMITED shall ensure that promotional materials will indicate any known technical or geographical limitations which may substantially affect the performance of the broadband service.
10.2 We shall ensure that our promotional materials indicate the coverage areas of the internet service at any period in time.
- ACCESS TO EMMERGENCY SERVICES
11.1 We shall ensure full compliance with NCC requirements concerning the provision of emergency services, including location identification, access to special emergency numbers, proper call routing to emergency service centres, and free calls to emergency services.
- ADVERTISING OF PACKAGED SERVICES
12.1 H &Y BUSINESS GLOBAL LIMITED shall supply all components of any service package represented in any promotional material or through any advertising 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 advertising medium, whether electronic or print.
12.2 We shall design promotional materials that contain information on the pricing of the components of a service package. 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.
- TELEMARKETING
13.1 H &Y BUSINESS GLOBAL LIMITED shall not engage in unsolicited telemarketing unless it discloses:
a. At the beginning of the communication, our identity or that of other person on whose behalf it is made and the precise purpose of the communication;
b. During communication, the full price of any product or service that is the subject of communication; and
c. That the person receiving the communication has an absolute right to cancel the agreement for the purchase, lease or other supply of any product or service within seven (7) days of the communication, by calling a specific toll-free telephone, provided that the product or service has been supplied to and used by the person receiving the communication at that time.
13.2 H &Y BUSINESS GLOBAL LIMITED shall conduct telemarketing in accordance with “call” or “do-not-call” preferences recorded by the consumer at the time of entering into a contract for services after, and in accordance with other rules or guidelines issued by the commission or any other competent authority.
13.3 Without prejudice to subparagraph (1) of this paragraph, H &Y BUSINESS GLOBAL LIMITED shall ensure that:
a. No unsolicited short message service or voice calls transit through its network unless it complies with the requirements outlined in these Regulations:
b. A customer shall at all times be able to opt-in or opt-out of receiving any unsolicited short message service or voice calls utilising any code provided by the Commission for purposes of subscribing to a preference change of preference or cancellation of a preference; and
c. Unsolicited short message services or voice calls are streamlined to ensure that a consumer can choose the option of stopping every unsolicited short message or voice calls that can be communicated to the consumer.
- DISCLAIMER
H &Y BUSINESS GLOBAL LIMITED shall ensure that any disclaimer placed in an advertisement is understandable and that the:
a. Disclaimer does not negate the principal message or object of the advertisement;
b. Contents of the disclaimer are clear and written in plain language having regards to the medium or format used; and
c. Intended consumer or recipient of the advertisement is clearly specified. - BILLING INFORMATION
15.1 H &Y BUSINESS GLOBAL LIMITED shall ensure that all invoices or billings issued to any customer shall contain the following details;
a. Name of consumer
b. Billing Address of consumer
c. Our current business address
d. Invoice number
e. Date of Invoice and billing period
f. Description of services for which the consumer is billed
g. Historical Summary of charges and total amount to be paid
h. Applicable credits
i. Advance Payment or discounts
j. The service delivery medium
k. Net amount payable by the Consumer
l. Mode of Payment
m. Method of contact for complaints, billing and general inquiries.
- ITEMIZATION OF CHARGES
16.1 H &Y BUSINESS GLOBAL LIMITED 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.
- TIMING FOR THE ISSUANCE OF BILL
17.1 We shall issue bills and include charges incurred within the specified billing period, within 10 days of the closure of each billing period except where:
a. There is a separate agreement with the consumer stating otherwise;
b. There is a delay due to the need to include information from other suppliers or third parties on the bill;
c. There is a delay resulting from a consumer-initiated change, such as a modification in billing frequency;
d. There is a delay caused by charges that are in dispute;
e. A billing system error or malfunction has occurred and must be rectified in a timely manner, as prescribed by the Commission;
f. The delay is caused by circumstances beyond our control (force majeure). In such cases, we will take all reasonable steps to resolve the matter promptly.
- RECEIPT AND CONSUMER PAYMENT ADVICE
18.1 H &Y BUSINESS GLOBAL LIMITED shall ensure that appropriate and accessible methods of verification of bill payments are made available to consumers.
- BILLING FREQUENCY
19.1 We shall provide our customers with advanced written notification of any proposed changes to the billing or billing period.
19.2 The advanced written notice shall not be less than 2 months in advance before the proposed implementation.
- NON-PAYMENT OF BILLS
20.1 H &Y BUSINESS GLOBAL LIMITED 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.
20.2 If the situation persists, then we shall refer the issue to the Nigerian Communications Commission (NCC) to ensure such payment is made or disconnect the customer’s equipment.
20.3 The necessary measures as outlined above shall be commensurate and not unduly discriminatory.
- PREPAID SERVICES
Prepaid services shall be provided in a transparent and consumer-friendly manner. Consumers shall be clearly informed, prior to purchase or activation, of applicable tariffs, validity periods, usage conditions, and any limitations associated with the prepaid service. Charges shall only be deducted upon actual usage of the service, and consumers shall have access to accurate and up-to-date information on their account balances.
- CONSUMER OBLIGATIONS
The consumer shall be bound by our terms of service on return of a signed service agreement or having accepted the service terms by any other means of communication. Pursuant to the foregoing, the consumer shall be deemed to have accepted the terms of service upon commencement of the use of the service after communication of the service terms.
- PROTECTION OF CONSUMERS INFORMATION
23.1 We shall ensure the protection of consumer information in accordance with data protection laws and regulations as issued by the NCC.
- DATA GATHERING
23.1 We may collect and maintain information on individual consumers only to the extent reasonably required for our business purposes. Such information shall be collected and processed fairly and lawfully, used solely for limited and clearly identifiable purposes, and shall be relevant and accurate. The information shall be retained no longer than is necessary, processed in accordance with the consumer’s other rights, and adequately protected against improper or accidental disclosure. Consumer information shall not be transferred to any third party except as permitted under the terms and conditions agreed with the consumer, with the permission or approval of the Commission, or as otherwise permitted or required by applicable laws or regulations.
- DATA SHARING
25.1 H &Y BUSINESS GLOBAL LIMITED shall adopt and implement a Protection of Consumer Information Policy to provide for the proper collection, use and protection of consumer information. We shall also develop a Code of Practice for the confidentiality of consumer information in accordance with our licence conditions.
25.2 We shall ensure that any other licensee or other person with whom we exchange or disclose information gathered from consumers shall have adopted and implemented an equally appropriate and efficient Protection of Consumer Information Policy.
- DATA STORAGE
26.1 H &Y BUSINESS GLOBAL LIMITED shall at the point of registration of consumer information provide terms and conditions under which personal data is to be held and processed pursuant to the relevant laws and regulations issued by NCC.
26.2 We shall ensure that consumers are clearly informed of the categories of their personal data processed by us, the specific purposes for which such data is processed, and the applicable duration of the processing.
26.3 We shall ensure that the appropriate measures are provided to prevent unauthorised access to communication and data in order to protect the confidentiality of consumer information.
- INFORMATION TO CONSUMERS
27.1 H &Y BUSINESS GLOBAL LIMITED shall ensure that its complaints process is readily available to customers through different media channels or as specifically directed by the Nigerian Communications Commission from time to time. The Complaints process shall provide customers with the following information:
a. The customer’s right to make complaints.
b. The way the complaints can be made.
c. Means to enquire on the status of the complaint.
d. Feedback on resolution of complaints.
27.2 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.
27.3 All complaints shall be duly recorded and processed in accordance with identified practices and procedures.
- SPECIAL NEEDS
28.1 We shall ensure that people with special needs are able to make complaints easily.
28.2 We shall provide reasonable assistance to consumers who may request assistance with lodging complaints.
- COMPLAINTS HANDLING PROCESS
29.1 H &Y BUSINESS GLOBAL LIMITED shall operate a Customer Care System that would be available throughout the day via telephone, email and social media channels. Also, complaints can be made directly at our ofce which is situated at;
Address: Plot 3775, Aliyu Modibbo Street Asokoro Extension, Abuja.
Phone: +234906 541 3620
Email: info@hymobile.net
29.2 Any customer that brings a complaint shall be provided with an expected outcome or estimated timeframe within which the complaint shall be investigated and resolved.
29.3 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.
29.4 An identified escalation process shall be readily available to all customers in the case of dissatisfaction with the outcome of a complaint resolution. The escalation process shall involve further examination of the complaint by an Ofcial of the company at a Managerial level.
29.5 In the event where resolution via an escalation process has been exhausted, the customer shall be notifed immediately of the exhaustion of the escalation process.
29.6 Verbal complaints shall be deemed acknowledged at the time such a verbal complaint was made, and the complaint shall be informed of the expected timeframe for resolution.
- FURTHER RECOURSE
30.1 Customers reserve the right to escalate unsatisfactorily resolved complaints to the Nigerian Communications Commission (NCC).
30.2 H &Y BUSINESS GLOBAL LIMITED 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.
- CHANGES TO THE COMPLAINT HANDLING PROCESS
31.1 H &Y BUSINESS GLOBAL LIMITED shall ensure that any changes to its Complaint Handling Process is communicated to all its customers in a timely manner.
- ACTION ON DISPUTED CHARGES
32.1 In the event that a complaint is made by a customer and an investigation on the complaint has been initiated, H &Y BUSINESS GLOBAL LIMITED shall not take any action with regard to credit management or disconnection of installed equipment until the dispute is resolved.
32.2 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.
- RETENTION OF RECORDS
33.1 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.
- INTERNAL DATA COLLECTION AND ANALYSIS
34.1 We shall setup 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.
- CHARGES
35.1 H &Y BUSINESS GLOBAL LIMITED shall ensure that the Complaint Handling Process is provided to customers free of charge via toll-free lines.