Consumer Code of Practice

2.1 Availability of Services

As an interconnect exchange and international voice exchange provider, Amics maintains B2B agreements with Mobile Network Operators and international voice gateway operators in Nigeria. Services and offerings are advertised on the website and in contract agreements.

2.2 Advertising of Packaged Services

Packaged services are clearly written on the website and in contract agreements for MNOs and international voice gateway operators.

2.3 Internet Connection

Amics Technologies Limited does not offer internet connection services.

2.4 Disclaimer

Amics includes disclaimers for situations where service provision may be hindered by factors beyond its control, including force majeure.

2.5 Telemarketing

Telemarketing practices adhere to regulatory standards, and consumers are given the choice to opt out of telemarketing communications.

3.1 General Principles

Amics notifies customers of billing details by sending service invoices on the 10th day of the month following the month in which services were rendered. Bills are settled by direct payment through nominated banks or by cheque.

3.2 Billing Information

• Name.
• Address.
• Description of charges.
• Total minutes sent.
• Total amount charged.
• Bill date.
• Bill payment due date.

3.3 Itemization of Charges

All charges sent to MNOs and international voice gateway operators are itemized and provided as supporting documents for billing.

3.4 Timing for Issuance of Bill

Bills are sent 10 days after month end. Where unforeseen delays occur, Amics rectifies the issue and works to prevent recurrence.

3.5 Receipts and Consumer Payment Advice

Amics ensures that MNOs and international voice gateway operators can verify payments by email or phone conversation.

3.6 Billing Frequency

Amics provides advance written notification of any proposed billing period change at least 2 months before the change.

3.7 Non-Payment of Bills

• Payment or disconnection steps are proportionate and not unduly discriminatory.
• Customers receive appropriate warning before any service interruption or disconnection.
• Any interruption or disconnection is confined to the service concerned as far as technically feasible.

3.8 Prepaid Services

Where prepaid services are provided, Amics follows similar billing and credit practices, including notifications of service expiry and renewal options.

Terms of Service

Consumers shall not misuse Amics services, including dishonestly obtaining services or using services to send messages that are obscene, threatening, or contrary to applicable laws or regulations. Failure to comply may result in service disruption or disconnection.

Confidentiality

Amics Technologies Limited and its employees do not disclose proprietary or confidential information obtained while providing services to a third party without the customer's consent, except where permitted by law or regulation. Employees have signed confidentiality agreements requiring compliance with company policies and agreements.

General Principles

When ordering services, customers may be asked for information such as name, address, phone numbers, email address, and other relevant details about the service being used or ordered.

Data Gathering

Customer data is collected in accordance with privacy regulations, and only necessary data is collected to facilitate service provision.

Data Storage

Customer data is stored securely and accessed only by authorized personnel. Where the law requires a minimum retention period, Amics complies; otherwise, data is kept only as long as necessary for the purpose it was collected or processed.

Data Sharing

Customer data is not shared with third parties without prior consent, except in compliance with legal or regulatory obligations.

6.1 Information to Consumers

Customers and the general public can contact Amics for inquiries and complaints through the following channels:

• Physical Mail: Amics Technologies Limited, 20, Oguntona Crescent, Gbagada Phase 1, Lagos State.
• Email: info@amicstech.net.
• Website: www.amicstech.net.

6.2 Special Needs

Amics has provisions to ensure that people with physical disabilities, the elderly, and others with special needs can access complaint-handling processes.

6.3 Complaints Handling Process

Amics ensures that interconnect-related complaints are accepted and processed fairly and transparently. Written correspondence is an approved channel for formal complaints addressed to Amics Technologies Limited.

Complaints are accepted where they relate to interconnect services provided by Amics and are submitted by the consumer or an authorized representative. Complaints are acknowledged, recorded, investigated, and resolved within NCC-prescribed timelines, considering the nature and complexity of each complaint.

Amics maintains proper records of complaints and actions taken, and makes such records available to the Commission upon request.

6.4 Charges

Complaint handling is provided free of charge. A reasonable charge may apply where investigation requires retrieval of records older than 2 years and results in incremental expense or significant inconvenience. Any such charge is identified and agreed before being incurred.

6.5 Further Recourse

If a customer remains dissatisfied with the complaint outcome, they have the right to refer the complaint to the Nigerian Communications Commission.

6.6 Action on Disputed Charges

Amics avoids imposing disconnection or credit management action on services related to a complaint or billing dispute while the matter is under investigation. Consumers are informed that they must pay outstanding amounts other than the amount specifically in dispute.

Where Amics intends to take disconnection or credit management action regarding an amount that has been the subject of a complaint or dispute, the consumer is specifically notified before the intended action is taken.

6.7 Data Collection and Analysis of Complaints and Outcome

Amics maintains appropriate recording systems for complaints and outcomes to meet Quality of Service Regulations. Complaint data is categorized and analyzed from time to time to identify recurring problems. If requested, Amics describes its complaint tracking system to the consumer.

6.8 Changes to Complaint Handling Process

Amics updates information about complaint handling and tracking processes as appropriate, including information provided to consumers or the Commission.

6.9 Retention of Records

Information collected and recorded by Amics is retained for at least 2 years following complaint resolution as part of the complaint handling process.