Radical Technology Network Ltd Consumer Code of Practice

1. INTRODUCTION

1.1 Scope of Code of Practice
Unless otherwise specified, this Code of Practice applies to all internet services accessed by customers in Nigeria, provided by Radical Technology Network Ltd through its infrastructure. This Code has been developed in alignment with the General Code of Practice established by the Nigerian Communications Commission (hereinafter referred to as the “NCC”).

1.2 Objectives of the Code of Practice
This Code of Practice:

  • Describes the services we provide to our customers.

  • Explains how to contact us regarding these services and the available options for paying bills.

  • Outlines customers’ rights and obligations.

  • Details the process for filing a complaint, how complaints will be addressed, and steps customers can take if they are not satisfied with the resolution.

1.3 Code Amendment
Radical Technology Network Ltd may amend this Code of Practice periodically to ensure compliance with updated guidelines or regulations as mandated by the laws of the Federal Republic of Nigeria or by the NCC.

2. PROVISION OF INFORMATION TO CONSUMERS

2.1 Service Contract
Prior to activating the service, each customer is required to sign a Service Level Agreement (SLA). This contract provides a comprehensive description of the services, pricing, and terms and conditions (TOS) in clear, accessible language, avoiding unnecessary technical jargon. Where additional services are necessary to fully utilize the service, customers will be informed of such requirements or dependencies.
The service contract also specifies service quality levels and the expected waiting time for the initial connection. If there is any discrepancy between the Service Contract and the Consumer Code of Practice, the Service Contract shall prevail. A copy of our standard Service Terms is available for download on our website at www.coollink.ng.

2.2 Description of Service
Radical Technology Network Ltd adheres to the Quality of Service standards set by the NCC while also committing to delivering top-quality service to customers. We strive to ensure that customers receive optimal value for the services provided. The following services are currently available and chargeable on our network:

  • VSAT Broadband: A high-speed connection to the internet provided via communication satellites, using three primary components: a satellite in orbit, ground station(s) (gateway(s)), and a dish antenna with a transceiver located at the customer’s premises. This service is available to both residential and business customers. More information and purchase options are available at www.coollink.ng or by calling 0201 330 0025 and 0201 330 0026.

  • Fibre Broadband: A high-speed internet connection using fiber optic cables instead of radio signals. More information and purchase options are available at www.coollink.ng or by calling 0201 330 0025 and 0201 330 0026.

2.3 Pricing Information
Customers are charged per Megabyte based on the selected plan. Discounts may be available. All tariffs are in Nigerian Naira, and each subscription is billed on a 30-day (monthly) cycle. The current pricing structure and rates can be obtained from Radical Technology Network Ltd offices or on our website at www.coollink.ng.

2.4 Contract Terms and Termination
Radical Technology Network Ltd provides full information on the TOS before service activation. The contract outlines:

a. Commencement date of the contract;
b. Minimum contract period, manner, and consequences of termination;
c. Conditions for early termination, applicable charges, and requirements;
d. Renewal terms and conditions, if applicable;
e. Disconnection and reconnection terms, including any applicable fees;
f. Terms related to the refund of deposits, including timing and any applicable deductions;
g. Conditions covering potential service interruptions, withdrawals, or discontinuations.

2.5 Product Warranties and Maintenance
We guarantee that any equipment purchased from us will function according to specifications for a minimum of 180 days, free from design, manufacturing, or material faults. If, within this period, a customer finds the equipment defective, it may be returned for repair or replacement (at our discretion). The warranty does not apply if the equipment:

a. Is used in a manner other than normal use;
b. Suffers from excessive wear and tear;
c. Is accidentally or intentionally damaged;
d. Is damaged due to failure to follow instructions;
e. Shows signs of contact with liquids or corrosive materials;
f. Is damaged due to electrical fluctuations;
g. Is damaged from lightning or thunder strikes;
h. Has been repaired or had parts replaced by unauthorized personnel;
i. Is used with non-certified auxiliary items;
j. Has altered, obscured, or removed markings or labels.

In the above cases, referred to as customer end faults, customers assume full responsibility for replacing the equipment. If equipment is damaged beyond warranty coverage, customers may be charged the replacement cost, with the option to purchase a new device. Information on maintenance services is available to all customers upon request.

2.6 Provisioning of Service
Customers may order services through our branch locations or our website at www.coollink.ng. For VSAT Broadband, customers must pay for customer premises equipment and at least one month’s subscription for the chosen plan. Services will be activated within 48 hours of payment confirmation, depending on the selected solution.

Customers agree to follow reasonable instructions regarding service use and to grant us access to their premises if needed. Customers must obtain any necessary permissions for installations on property not owned by them. In case of technical issues that delay provisioning, the time required for resolution will adhere to NCC regulations.

Customers may cancel their order up to ten business days after equipment delivery or collection. If canceled, customers agree to return the equipment at their cost, following our instructions, and will receive a refund for any payments made. If we must collect the equipment, additional reasonable costs may apply.

Services, applications, or features provided free of charge will terminate when the agreement ends. We may also manage network performance during high-demand periods.

2.7 Fault Repair and Service Interruption
Customers may encounter occasional service issues due to network or equipment problems. Radical Technology Network Ltd will notify customers by email, phone, or other suitable means of any planned network maintenance for preventive or corrective purposes. If customers experience issues, they can contact our Customer Care Department, which will identify the cause and assist with repairs.

Upon receiving a report, we will confirm necessary customer and technical information for a timely response. Customers will receive updates from Radical Technology Network Ltd if additional information is needed or when a resolution is reached.

Support services include technical support via email and phone, with requests handled by technical specialists responsible for troubleshooting.

Customers must care for their premises equipment; otherwise, they may bear repair or replacement costs. If faulty equipment is returned, we may test it; if it functions properly, we will return it to the customer, with testing and postage costs applied. This does not affect customers’ legal rights related to faulty or misdescribed equipment.

Contact Information
For assistance, customers can reach us via the following contact details:

3. ADVERTISING AND REPRESENTATION OF SERVICES AND TARIFFS

3.1 Advertising
All Radical Technology Network Ltd marketing materials are prepared in line with guidelines published by the NCC and the provisions of the Nigerian Code of Advertising Practice, established by the Advertising Practitioners Council of Nigeria (APCON). All advertisements are reviewed and approved by these regulatory bodies before being made publicly available. Radical Technology Network Ltd ensures that all information about products, services, and promotions in advertising materials is accurate and clear, covering details such as availability, total charges, and duration.

Radical Technology Network Ltd uses various communication channels to reach its target audience with essential information. These may include, but are not limited to, the following: print flyers, public relations, direct marketing, signage, agent collateral, social media, and the company website.

3.2 Availability of Service
Radical Technology Network Ltd ensures that advertising materials specify the availability of services in particular geographical locations and clarify any limitations on service availability. Advertisements will also highlight any restrictions on the availability of a service that may result from limited equipment, facilities, time periods, or geographical areas within Nigeria.

3.3 Advertising of Packaged Services
If Radical Technology Network Ltd advertises a service as part of a package, the company ensures that all components of the package are available for supply. If, for any reason, certain components may be unavailable, this information will be clearly indicated in the advertising materials.

When advertising materials display the price of a component within a service package, Radical Technology Network Ltd will include the minimum total charge for the entire package and specify any conditions necessary to obtain the component at the advertised price.

4. CONSUMER BILLING, CHARGING, COLLECTION, AND CREDIT PRACTICES

4.1 General Principles
Radical Technology Network Ltd notifies customers of their billing details by sending service invoices two weeks before the start of the next billing cycle. Bills can be settled by cash, direct payment through our nominated banks, or by cheque, provided that the cheque clears at least 72 hours before the invoice due date.

4.2 Customer Billing Information
Radical Technology Network Ltd offers prepaid services. Each bill issued includes, at a minimum, the following information:

  • Customer's billing name and address

  • Radical Technology Network Ltd business name, address, and registered number

  • Unique bill identification

  • Billing period with a description of charges (and credits) billed to the customer

  • Total billed amount, applicable credits, payments, or discounts, and the net amount payable

  • Date of bill issuance and payment due date (or refund date)

  • Accepted methods of payment (or refund)

  • Methods for contacting us for complaints and billing inquiries

All billing inquiries and complaints can be directed to our customer care lines at 0201 330 0025 and 0201 330 0026, or by email at billing@coollink.ng.

4.3 Itemization of Charges
Radical Technology Network Ltd ensures customers have access to itemized charge details, either directly on the bill or through a separate statement upon request. Unless otherwise arranged, itemized details are provided for the current billing period. Customers will be informed of any required notice period to obtain itemized billing, and itemized details from previous bills are available for 12 months or as required by law.

4.4 Timing for Issuance of Bill
Radical Technology Network Ltd issues bills within 30 days of each billing period’s closure. Bills include all charges incurred during the billing period, except when:

a. There is a delay due to a customer-initiated change, such as a request for a different billing frequency or period; or
b. There is a delay due to suspension of disputed charges.

4.5 Receipts and Customer Payment Confirmation
Radical Technology Network Ltd ensures that customers receive a receipt upon payment. Payment verification is noted on the next issued bill, and customers may contact our billing department to confirm payment.

4.6 Billing Frequency
Radical Technology Network Ltd provides customers with written notification of any proposed changes to billing periods at least two billing cycles in advance (i.e., at least two months in advance if billing is monthly).

4.7 Non-Payment of Bills
If a customer has not paid all or part of a bill for services provided by Radical Technology Network Ltd, the following principles apply to payment or disconnection actions:

a. Actions will be proportionate and not unduly discriminatory.
b. Customers will receive appropriate warnings in advance of any resulting service interruption or disconnection.
c. Service interruptions or disconnections will be limited to the unpaid service(s), as far as technically feasible.

5. CONSUMER OBLIGATIONS

5.1 Acceptance of Terms
Customers are bound by the terms of service set by Radical Technology Network Ltd and are considered to have accepted these terms through any form of communication indicating agreement. Customers are also deemed to accept Radical Technology Network Ltd’s terms and conditions upon beginning service use, following adequate communication of these terms by Radical Technology Network Ltd.

5.2 Access for Maintenance
Customers shall provide Radical Technology Network Ltd, or its authorized representatives, with access to premises, equipment, or facilities as reasonably required for provisioning or maintenance of the services, equipment, or facilities, at no additional charge.

5.3 Tampering with Equipment
Customers must only use equipment and related facilities provided by Radical Technology Network Ltd for the intended purpose of normal service. Any actions that interfere with the functioning of such equipment or facilities are strictly prohibited unless prior written authorization is obtained from Radical Technology Network Ltd. Customers are responsible for any loss or damage to equipment or facilities resulting from actions that breach the terms and conditions of service or this Code. Modification or attachment of any unauthorized devices to Radical Technology Network Ltd’s equipment or facilities is prohibited without prior written authorization.

5.4 Reselling Services without Authorization
Customers may not resell any services provided by Radical Technology Network Ltd unless permitted under a formal service agreement and subject to applicable licensing or authorization by the NCC in accordance with the law.

5.5 Misuse of Public Telecommunications Services
No customer shall install any equipment or device that interferes with the normal operation of telecommunications services or assists in intercepting any Radical Technology Network Ltd service requiring special authorization. Customers must not misuse Radical Technology Network Ltd services, which includes:

a. Dishonestly obtaining communications services;
b. Possessing or supplying equipment for dishonest or fraudulent service access;
c. Using communications services to send messages that are obscene, threatening, or otherwise in violation of applicable laws or regulations.

6. PROTECTION OF CUSTOMER INFORMATION

6.1 Purpose of This Section
This section reaffirms our commitment to protecting consumer information and outlines the steps taken to handle confidential subscriber data. Such data may be shared with Nigerian law enforcement agencies and judicial institutions strictly to combat fraud or crime, in compliance with regulatory requirements.

6.2 General Principle
Radical Technology Network Ltd is committed to safeguarding the confidentiality of customer information, including data related to other telecommunication carriers, equipment manufacturers, and its customers. Employees and authorized contractors with access to customer information must handle it with the utmost confidentiality, unless otherwise allowed by this Code.

Radical Technology Network Ltd may lawfully receive relevant customer information from other carriers to provide communication services. This information will only be used for the specific purposes for which it was provided, and Radical Technology Network Ltd is committed to not using such information for its own marketing efforts. Appropriate measures are in place to protect this information.

6.3 Implementation of a Customer Information Protection Policy
As a telecommunications service provider, Radical Technology Network Ltd holds and manages customer information. Protecting end-user data is a top priority. Radical Technology Network Ltd will not share customer information with unrelated or unaffiliated parties without the customer’s written consent, unless permitted by the NCC or as required by law.

Radical Technology Network Ltd commits to using, disclosing, or granting access to individual customer information solely for the following purposes:

a. For the telecommunications service from which the information was derived;
b. For services necessary to, or used in, the provision of such telecommunications services;
c. When requested in compliance with a directive from the NCC under Section 147 of the Nigerian Communications Act, 2003;
d. In response to a valid court order or other lawful directive issued by a competent court;
e. With the express written permission of the carrier.

7. COMPLAINTS HANDLING

7.1 Information to Consumers
Customers and the general public can reach our Customer Care desk for inquiries and complaints via the following channels:

  • Customer Care Lines: Available 24/7 at 0201 330 0025 and 0201 330 0026

  • Email: customercare@coollink.ng

  • Physical Mail: Service Delivery Manager, Radical Technology Network Ltd, 267A Etim Inyang Crescent, Victoria Island, Lagos

  • Website: www.coollink.ng

All customer complaints are treated with the utmost professionalism. Radical Technology Network Ltd maintains an average “First Call Resolution” rate of 80% for queries received through our Customer Contact points. Complaints not resolved on the first contact will be escalated and addressed within the timelines established in our Service Level Agreements (SLAs).

7.2 Special Needs
Radical Technology Network Ltd ensures that customers with physical disabilities or special needs have equal access to our complaint handling processes. Customers may also appoint authorized representatives to assist in lodging and managing complaints.

7.3 Complaints Process
To be investigated under Radical Technology Network Ltd’s complaints procedure, a complaint must relate to services provided by the company. Only the person to whom services were rendered is eligible to make a complaint. The complaint handling process includes the following steps:

  1. Complaint Reference Number: Each complaint receives a unique reference number (ticket number) for follow-up purposes.

  2. Customer and Complaint Information: We record the name of the complainant, a description of the complaint with any supporting documents, and the date the complaint is received.

  3. Expected Actions and Timelines: The customer is informed of the actions we will take and the estimated timeframe for investigating and resolving the complaint.

  4. Resolution Date: Once resolved, we record the date of resolution to ensure that no complaint remains unresolved for more than three months, considering the circumstances of each case.

A complaint is considered resolved when:

a. The service conforms substantially to its specifications;
b. The customer has been advised on corrective actions or a workaround;
c. A hardware failure has been identified, and replacement actions have been initiated;
d. Radical Technology Network Ltd has initiated the RMA (Return Merchandise Authorization) process to replace defective equipment;
e. The issue is outside the service fee’s coverage, and the customer has been informed accordingly.

While Radical Technology Network Ltd aims to resolve complaints promptly, specific resolution timelines are not guaranteed, particularly for equipment-related issues. However, we are committed to providing commercially reasonable efforts based on the severity of each issue:

  • Critical Technical Issues: Issues that result in a complete loss of core service functionality and significantly impact the customer’s experience. Radical Technology Network Ltd will allocate full-time resources to resolve these issues during the agreed service hours.

  • Non-Critical Technical Issues: Significant performance issues that noticeably affect the customer’s enjoyment of the service. Resources will be allocated during standard business hours to resolve these issues per the agreed support level.

  • Other Issues: Minor issues with limited or no impact on the service experience, such as preventive maintenance requests or routine technical assistance. Resources will be provided during standard business hours to address these requests.

7.4 Charges
Radical Technology Network Ltd provides complaint handling services free of charge. However, a reasonable fee may apply if an investigation requires retrieving records older than 12 months, resulting in additional expenses or inconvenience. Any such charges will be communicated and agreed upon with the customer before they are incurred.

7.5 Further Recourse
Customers who remain dissatisfied with the outcome of a complaint may refer the matter to the appropriate department or personnel within the Nigerian Communications Commission (NCC) for further action.

7.6 Action on Disputed Charges
Radical Technology Network Ltd avoids imposing disconnection or credit management actions on any service under a complaint or billing dispute while the investigation is ongoing. During this period, customers are required to pay any outstanding amounts, excluding the amount in dispute. If Radical Technology Network Ltd intends to take disconnection or credit action related to the disputed amount, the customer will receive prior notification.

7.7 Data Collection and Analysis of Complaints and Outcomes
All complaints are tracked and documented as follows:

a. A unique complaint reference number is assigned for follow-up;
b. The complainant’s name and contact information are recorded;
c. A description of the complaint with relevant documents is logged;
d. The date the complaint is received is noted;
e. Customers are informed of expected actions and timelines for resolution;
f. The resolution date is recorded to ensure prompt resolution within three months where feasible;
g. Customers are notified of steps taken by Radical Technology Network Ltd to resolve the complaint.

Upon receiving a complaint, Radical Technology Network Ltd aims to resolve it within 24 hours, whenever possible, or within five working days. Our company uses a complaint-tracking system to monitor all complaints and resolutions, regularly reviewing this data to identify recurring issues. Customers are informed that a record of their complaints is maintained, and, upon request, they may receive information on how complaints are tracked and recorded.

7.8 Changes to Complaint Handling Process
Radical Technology Network Ltd will update information regarding complaint handling and tracking processes as needed, ensuring that consumers and the NCC are informed of any changes.

7.9 Retention of Records
Complaint information and records are retained for at least 12 months following resolution. Complaints can be tracked using the assigned reference number for future reference.

8. ARBITRATION

The Nigerian Communications Commission (NCC) provides a straightforward, quick, informal, and cost-effective arbitration process under its “Dispute Resolution Guidelines 2004.” Customers who have fully utilized Radical Technology Network Ltd's dispute resolution mechanism and remain dissatisfied with the outcome may apply to the NCC for arbitration of the matter in question.

Customers pursuing arbitration must adhere to the provisions of the NCC’s Dispute Resolution Guidelines. It is important to note that customers must select their preferred resolution avenue—either the regular court system or arbitration—as these options are mutually exclusive.

9. CODE COMPLIANCE

9.1 Purpose of This Section
This section outlines Radical Technology Network Ltd’s obligations to comply with this Code of Practice and the rights of customers in ensuring such compliance.

9.2 Radical Technology Network Ltd’s Responsibilities
Radical Technology Network Ltd is committed to adhering to the provisions of this Code and all statutory and regulatory requirements governing service provision to customers. Employees and third parties involved in delivering services to customers must observe the same level of compliance.

9.3 Compliance Monitoring and Reporting
As a customer-focused organization, Radical Technology Network Ltd maintains internal mechanisms to monitor compliance with its obligations under this Code. These mechanisms ensure that customers can rely on internal processes to uphold compliance with the Code’s standards.

9.4 Customer Complaints Regarding Compliance
Customers who feel that their complaints were not satisfactorily resolved, or who believe that any provisions of this Code were breached, may escalate their concerns as outlined in Clause 7.3. Radical Technology Network Ltd is committed to resolving escalated complaints to customer satisfaction. If a customer remains dissatisfied, they have the right to escalate the issue to the NCC’s Consumer Contact Centre or other designated mechanisms for complaint resolution.

9.5 Industry Complaints
Radical Technology Network Ltd adheres to ethical guidelines that mandate fair and ethical competition. Trade partners or competitors who believe they have been unfairly treated may seek resolution to mutual satisfaction. Complaints from trade partners will be addressed per the terms of any applicable agreements, while competitor complaints will follow relevant statutory and regulatory guidelines, including those in the Competition Practices Regulations.

9.6 NCC Investigations
Radical Technology Network Ltd will cooperate fully with the NCC by providing any information required by this General Code or upon request from the NCC.

9.7 Appeals Process
The escalation process in Clause 7.3 also serves as the appeals process for dispute resolution. This is without prejudice to the rights of customers who are dissatisfied with the outcome of the internal process to appeal to the NCC’s Customer Contact Centre or another NCC-provided mechanism, within the timeframes and terms prescribed by the Commission.

9.8 Confidentiality
Radical Technology Network Ltd upholds strict confidentiality standards in delivering services and resolving disputes. In compliance with Clause 6 of this Code, confidentiality obligations are observed throughout all service and dispute resolution processes.