In addition to universal Consumer Bill of Rights, telecoms companies operations in Nigeria are obliged under Consumer Code of Practice Regulations, 2007 to do the following for their subscribers and/or consumers.
1. Provide information on products and services that is complete, accurate and up-to-date in a simple, clear language.
2. Timely respond to request for information on products and services, and such information must be provided free of charge.
3. Service Providers are duty bound to provide Consumers with current service arrangements such as rates and terms and conditions for all services on offer to the public. The information must be in both electric and print format and must be available on operator’s website and retail outlets.
4. All Changes in tariff rates and conditions for services must be punctually communicated to Consumers who are expected to make their views and comments on such changes to the Commission prior to the approval of same by the regulator. Any breach of this provision would void such action or actions.
5. Every approved Tariff rate change must be effectively Communicated to Consumers through several channels including electronic and printed formats.
6. On request, Service Providers must make available to Consumers contract or agreement for provision of services, which must be written in simple and plain language.
7. Before any service agreement is entered into, Service Providers must providers must provide would-be consumer with a complete description of the service(s) in clear language.
8. Service Providers are obliged to provide Consumers with information on service quality levels offered, and waiting time for initial levels offered, waiting time for initial connection as well as services areas and coverage.