Introduction
Nothing in this Code detracts from a customer’s statutory or common-law rights or forms part of a customer contract. inq. is committed to meeting and exceeding established customer-satisfaction standards and responding professionally and proactively.
Quality of service
inq. Digital Nigeria Limited complies with quality-of-service standards developed for the telecommunications industry by the Nigerian Communications Commission, without limiting our commitment to delivering services of the highest quality.
Information for consumers
We provide complete, accurate and current information about products, services, tariffs, warranties and contract terms. Customers can contact CSOCNG@inq.inc. Prospective customers receive applicable terms and conditions before service begins.
Advertising and service representation
Our advertising and representation of services follows applicable Nigerian advertising, consumer-protection and NCC rules and guidelines.
Protection of consumer information
Consumer information is confidential and used to improve services. Lawful external requests are reviewed by our Legal and Regulatory Services team. Where information may be shared with non-regulatory third parties, customers are informed and may exercise available choices. We maintain processes to keep consumer information accurate, relevant and current.
Billing, charging and collection
- Billing should be available, accurate, timely and complete.
- Billing periods, delivery, retention and delayed bills follow standard practices.
- Enquiries may be directed to the Accounts Receivables Manager or an inq. Customer Account Manager.
- Before interruption or disconnection for non-payment, proportionate written warning is provided in line with the customer’s service contract.
Complaints handling
We provide accessible complaint and dispute-resolution channels. If a customer remains dissatisfied after our internal process, they may escalate to senior management and, after exhausting available options, to the Nigerian Communications Commission. Refunds on verified claims are made in accordance with the relevant Service Level Agreement.
- Automatic switching facility fault target: 90 seconds.
- Manual patching facility fault target: 45 minutes.
- On-site spare-equipment replacement target: 120 minutes during office hours and 240–360 minutes at other times.
Consumer obligations
- Follow agreed service terms and applicable telecommunications laws.
- Provide reasonable access required for provisioning and maintenance.
- Do not move, modify or attach unauthorised devices to inq. equipment.
- Do not interfere with services, resell services without authorisation, or use telecommunications services dishonestly or unlawfully.
- Settle valid payment arrears before switching providers.