Our Company Statement

Our we operate

Describes the main services we will provide to customers.

Explains how to contact us about these services and how you can subscribe to our services.

Explains the customer’s Rights and obligations.

Describes how to channel a complaint, how we will resolve it, and what you can do if you are not satisfied with our response.

Application of the Code

This Code applies to the provision of value-added services to the telecommunications industry and has been developed by Vaxtrivent Solutions and Services Limited Nigeria Limited in line with the established and published NCC’s General Code of Practice.

Code Administration

The Code will be administered by Vaxtrivent Solutions and Services Limited in line with guidelines from NCC as well as reviews that are to be communicated by the Commission based on feedback from Consumer Forums that may be set-up by NCC from time to time.

Code Amendment

Vaxtrivent Solutions and Services Limited may amend this Consumer Code from time to time to conform to set guidelines that may be required by Law or by the NCC.

Provision of Information to Customers

Separate minimum periods will apply to the services we present depending on the pricing option and services chosen. The minimum service duration or period of service for some of our services will be a daily request while the maximum period of service will be 30 days (renewable on expiry). The service will begin and the minimum period starts on the day you purchase the service via SMS, WAP or USSD as activation is done instantaneously.

Please note that Vaxtrivent services are available in all parts of Nigeria with network coverage. However, our services are network dependent and certain services may not be available on all networks.

Service Contracts & Duration

Prior to requesting for a service, every subscriber will be expected to read our terms and conditions which details full terms under which we will provide services to customers. It will govern the contractual relationship between us and if any discrepancy exists between the Service Contract and Consumer Code of Practice, the Service Contract shall take precedence.

General Description of Services

We will offer a wide range of entertainment Value Added Service (VAS) which will cut across SMS Alerts services, Mobile Applications, Mobile Gaming application and Specialized CRBT content. Detailed service description and pricing will be made available through the mobile network operator offering the services.

Policy on Opt in and Opt out

Customers will be able to subscribe to our services by texting a pre-defined keyword to a short code and will be able to unsubscribe from such services by texting ‘STOP <keyword>’ to the short code of the particular service from which they wish to unsubscribe from. All un-subscription messages will be free of charge.

Advertising And Representation Of Services

Advertising Practitioners Council of Nigeria (APCON)

All marketing materials shall be prepared in line with the standard adverting codes from APCON as well as the Consumer Affairs departments of NCC.

SMS Broadcast

SMS broadcast for any new service will only be disseminated to customers who have opted-in to receive such messages. For existing customers, the option to opt-out free of charge will always be presented to the customer and communications of VAS services must include a clear notification of the customers’ rights in this regard. Even where a customer has opted-in to receive such messages, SMS broadcast will be strictly between the hours of 8:00am and 8:00pm on any chosen day.

The content of all SMS will be in conformity with the applicable statutory and regulatory provisions. This will not be limited to messages that are politically motivated, anti-ethnic, and pornographic or sexually related messages. Our infrastructure is embedded with the technology that filters messages for unwanted content by using keywords and flags them for further action.

Availability of Service

Vaxtrivent services may not be available on all mobile networks and as our services are network dependent, services are restricted to certain areas within Nigeria where mobile network coverage is available.

Consumer Billing

All services will be paid for using airtime available on the subscriber’s mobile phone main account. Once a service is requested for, the airtime will be deducted from the balance of the subscribers account. Unless otherwise advertised, the subscriber’s main account will be charged up front (in advance) for the duration of the service.

Consumer obligations

Acceptance of Licensee Terms

Consumers shall be bound by Vaxtrivent’s terms of service once service is requested for. By activating the service on the commencement date, you are deemed to have accepted our service terms.

Service mis-use or Abuse

Consumers shall not misuse or abuse our services by, dishonestly obtaining service or using services to send messages that are obscene, threatening or otherwise contrary to applicable laws or regulation.

Protection of consumer information

We know that privacy is very important to our customers and we want the customer to feel confident about the privacy and security of their personal information. We will take reasonable care to prevent any unauthorized access to a customer’s personal information. We will use personal information that we collect from customers in accordance with strict procedures and laws of the Federal Republic of Nigeria. We have set out below some important information about the personal information we may hold about customers, and how we use it.

General Principles

When ordering for certain services, we may ask you for information such as name, address, contact phone numbers and email address. We may also ask you about other relevant information about the service you are using or ordering.

How we will use a customer’s Personal Information

We will use the information provided to:

Process subscription request placed by consumers like service account creation.

Charge for services we provide.

Publish consumer details in a secure directory or to provide information to NCC and other authorized government agencies.

Communicate with the consumer about how to use the service and let them know about any changes to their service or subscription status.

Market our own products and services.

Carry out anonymous market research and analysis on our products and services, future service enhancements and other industry trend measurements.

Prevent and detect criminal activity, fraud, misuse of or damage to our network and prosecute and sue those responsible.

We may provide information (in response to requests from authorized law enforcement agencies) to prevent and detect crime and prosecute offenders. We may also provide information to protect national security. In all cases, we will do so in line with the laws of Federal Republic of Nigeria.

How long we keep personal information

How long we keep personal information will depend on how we use that information. In some cases, by law we must keep information for a minimum period. Unless specific legal requirements say otherwise, we will keep information no longer than it is necessary for the purpose we collected or processed the information.

Changes to our Privacy Policy

We may make changes to our Privacy Policy from time to time and active usage of our services will indicate a consumer’s consent to the continual use of personal information as set out in this Privacy Policy.

Maintaining Data Quality

We will take due care in ensuring that personal information provided by consumers are retained and processed in a manner that ensures that this information is accurate, relevant and current for the purpose for which it is to be used for.

COMPLAINTS HANDLING

Fault Process

Vaxtrivent Solutions and Services will operate a customer service desk which will be accessible via email and Live chat sessions. Vaxtrivent subscribers can contact the help desk via e-mail: support@vaxtrivent.com or a live chat application which will be available on the website between 8:00am – 5:00pm Monday to Friday. Consumers will be expected to state the service subscribed to, their mobile number, username (if any) and summary of the complaint.

Resolution Time

We will aim to deal with problems as quickly as possible and so our help desk’s SLA will be 24 hours. If this is not possible, the customer will be informed on how much time it will take.

Escalation

If you need to escalate a complaint about the way we have handled any aspect of your account or the way you have been treated when contacting the technical support or Customer Service desks you may escalate by e-mail detailing the nature of the complaint to: contact@vaxtrivent.com

Contacting the Consumer

When we need to contact the customer, we will use the e-mail address, mobile or fixed phone number. We will contact the customer to advice on the outcome of our investigations.

Charges

Complaint handling processes shall be provided free of charge. However, we may impose a reasonable charge for complaint handling processes where investigation of the complaint requires the retrieval of records more than twelve (12) months old, and where that retrieval results in any incremental expense or significant inconvenience. Any such charges shall be identified, communicated and agreed with the subscriber before we bill for it.

Action on disputed charges

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. We shall not impose any additional charges in form of credit management or interest while the dispute is being resolved.

Changes to complain Handling Process

We shall from time to time and as may be required by regulation to review our complaint handling process. Revised and updated information will be posted to our website.

Code Of Compliance

Our Responsibility

Vaxtrivent Solutions and Services Limited will take its responsibility to the code compliance very seriously and will recognize the importance of developing and maintaining the Code that is approved by the commission. The company will be committed to an ongoing process of improvement in its operational performance, seeking not only to comply with legal or mandatory requirements but also proactively educate her employees regarding the code compliance and providing the required information to the Commission as at when needed.

Compliance Monitoring and Reporting by the Commission

Vaxtrivent Solutions and Services Limited will fully support and work with the Commission as well as customers to ensure that the service it delivers in terms of quality of experience and customer support continues to meet and exceed industry standards and codes of conduct.

Consumer Complaints

All complaints by consumers will first be lodged and dealt with by Vaxtrivent Solutions and Services Limited in accordance with Clause 7 of this Code. Where a Consumer lodges a complaint with the Commission and does not initially contact us, the Commission will forward the complaint to Vaxtrivent Solutions and Services for resolution in accordance with our complaint handling process detailed in this Code.

Industry Complaints

Industry complaints are those made by one Licensee against another for an alleged breach of a consumer code. Industry complaints will also include complaints by a group representing consumer interests against a Licensee. All Industry complaints will be lodged directly with the Commission. Where an Industry complaint is lodged with a Licensee, without evidence that the complaint has been lodged with the Commission as well, the Licensee shall forward a copy of the complaint to the Commission without delay, and will notify the complainant duly.

Commission Investigation

The Nigerian Communications Commission (NCC) is empowered by law and is fully responsible for ensuring compliance as well investigation into complaints or breaches of the code by either Vaxtrivent Solutions and Services, her customers or between Vaxtrivent Solutions and Services and other providers.

Appeals Process

Where there is a dispute between us that cannot be resolved within 60 days from the first date of lodging the complaint with us, you have the right to refer the matter to the Head, Consumer Affairs department of the Nigerian Communications Commission.

Confidentiality

We will treat any information concerning any complaint or compliance in confidence and will not disclose it to anyone except or in accordance with any instructions you have given us. However, there are circumstances in which we may be required by law to disclose information. Such requests normally come from Statutory Authorities, for example, Police Forces, EFCC etc. Any such disclosure will be strictly controlled and will be made fully in accordance with the laws of the Federal Republic of Nigeria.