INDIVIDUAL CONSUMER CODE OF PRACTICE (ICCP)

PUBLISHED BY
MACKYM CONSULT LIMITED
A GSM PASSIVE EQUIPMENT AUDITOR AND MAINTENANCE VENDOR
IN COMPLIANCE WITH THE NIGERIA COMMUNICATIONS COMMISSION
CONSUMER CODE OF PRACTICE REGULATIONS 2007 AND THE GENERAL CONSUMER CODE OF PRACTICE 2007 PUBLISHED BY THE COMMISSION
26TH MARCH, 2024

This code helps to explain what to do if things go wrong. It gives information on how to get full explanation, together with a remedy. It sets out the complaints, how we will resolve them, and what you can do if you are not satisfied with our response.

Copies of this may be obtained by contacting our customer care.

Contents:

Introduction
Provision of Information to Customers
Advertisement and Representation of Services
Consumer Billing, Charging, Collection and Credit Practices
Consumer Obligations
Protection of Consumer Information
Complaints Handling
Code Compliance

PREAMBLE

Mackym Consult Limited is a Nigerian telecommunications and consulting company structured to provide impeccable services globally. We render GSM Integrated Site Management and audit of passive elements on telco and collocated sites. We also advise on power system projects on GSM Sites.

Incorporated on 19th November 2010, Mackym began operations in Abuja, later expanding to Ibadan.

Our quality service ensures effective cost optimization and quality control. We aim to exceed client expectations through preventive and corrective maintenance and customized operational regimes.

This code provides answers to service-related questions and explains how to obtain support.

We comply with the Nigerian Communication Act 2003 and the Consumer Code of Practice Regulation 2007.

Nothing in this code affects your legal rights or forms a binding contract.

Website: www.mackymconsult.com
Email: customercare@mackymconsult.com
Phone: +234 802 222 9901, +234 703 115 4633
Address: 8, Omikunle Avenue, Akilapa Estate, Idi-Ishin, Ibadan, Oyo State.

SECTION 1 – INTRODUCTION

Scope and Objectives

This Consumer Code of Practice (the “Code”) is published by Mackym Consult Limited further to the Nigerian Communications Commission’s (the “Commission”) requirement as contained in section 106 of the Nigerian Communications Act 2003, which contemplates the development of a consumer code that would govern the provision of services by MACKYM as a licensed telecommunications operator in Nigeria.

The Code is to be read in conjunction with the Consumer Code of Practice Regulations 2007.

Definitions

All terms used in this Code are either defined in the code or have the meanings defined in the principal Act.

1.1 Purpose of the Code

Describes the main services we provide to our customers.
Explains how to contact us about these services and how you can pay your bills.
Explains the customer’s rights and obligations.
Describes what to do if you have a complaint, how we will resolve it.
Details all our consumers’ rights and obligations.
Outlines the process for complaint handling from inception to resolution and what to do if not satisfied with our response.

1.2 Application of the Code

This Code applies to the provision of telecommunication service on GSM sites. It covers site build, site audit and general management of GSM site infrastructure under license INST/002/17 (INSTALLATION OF TERMINAL OR OTHER EQUIPMENT LICENSE) issued by the NCC.

It was developed in line with NCC’s General Code of Practice Regulations 2007 and aims to comply with the Nigerian Communication Act 2003, Schedule 1 of the Consumer Code of Practice Regulation, 2007.

1.3 Code Administration

The Code will be administered by MACKYM in line with NCC guidelines and any future updates arising from feedback at Consumer Forums or regulatory directives.

1.4 Code Amendment

MACKYM may amend this Code in line with legal requirements or NCC directives.

SECTION 2 – PROVISION OF INFORMATION TO CONSUMERS

2.1 General

MACKYM shall provide its clients with complete, accurate, and up-to-date service information in simple, clear language. This includes:

Current service arrangements, rates, terms and conditions in print and online formats.
Published tariffs for regulated services available on the company website and offices.
Clear contract summaries in directories (if applicable).
Price changes only after client approval and in compliance with NCC.

2.2 Service Contracts and Duration

Clients must complete a subscriber agreement form and sign terms & conditions before service delivery. Copies are available in print or electronic format.

2.3 Description of Services

MACKYM provides GSM Integrated Site Management, audits, and consulting for power systems on telco sites. For a full description, email: customercare@mackymconsult.com

2.4 Pricing Information

Rates and billing frequency.
What the charges include and calculation method.
Conditions for change and consumer notification.

2.5 Terms and Information

All consumers will be notified of any pricing changes.
Details of refunds, warranties, fault reporting, SLAs, and emergency access (if applicable).
Terms for contract renewal, discontinuation, and equipment delivery.

2.6 Fault Repairs and Service Interruption

24/7 fault reporting support.
Compliance with NCC’s Quality of Service Regulations.
Advance notice of service disruptions and resolution within SLA timeframes.

2.7 Product Warranties and Maintenance

Warranty and service support information will be provided with applicable products.
Clear access to maintenance terms and availability.

SECTION 3 – ADVERTISING AND REPRESENTATION OF SERVICES

3.1 Advertising Practitioners Council of Nigeria (APCON)

All marketing materials shall comply with the Nigerian Code of Advertising Practice established by APCON, the Consumer Protection Council, and the Consumer Affairs Bureau of NCC, in accordance with Part III of the General Code.

3.2 Availability of Service

MACKYM shall clearly state in any promotional material:

Any limitation to specific groups, regions, or timeframes.
Any dependency on availability of facilities or equipment.

MACKYM shall only advertise services within its area of expertise and competitive advantage.

3.3 Advertising of Packaged Services

MACKYM shall ensure that all advertised components of service packages are available. If any part of a package cannot be delivered, this must be disclosed in the advertisement. Price breakdowns and minimum total charges must be clearly stated, along with any qualifying conditions.

3.4 Unsolicited Telemarketing

All unsolicited marketing communications must:

Comply with Section 20 of the General Code.
Provide consumers with an option to cancel via a dedicated phone line.
Only be binding if the consumer has not yet received or used the service.

SECTION 4 – CONSUMER BILLING, CHARGING, COLLECTION AND CREDIT PRACTICES

4.1 General

MACKYM shall ensure all billing is accurate, timely, and verifiable. All terms and conditions relevant to billing will be made readily available. Consumer billing information shall be retained for a minimum of 12 months or as required by the Commission.

Each bill shall include:

Client name and address
MACKYM’s business address
Billing period
Description and breakdown of charges
Total billed amount
Issue date and due date
Payment methods and refund procedures

4.2 Billing Information

All invoices shall include:

Client’s name and billing address
Company details (name, registered number)
Unique invoice reference
Description and value of services billed
Issue date and payment due date
Methods of contact for complaints or billing queries

4.3 Itemization of Charges

Consumers shall have access to itemized billing details on request. Unless stated otherwise, itemized charges shall be provided for the current billing period. Records of past bills will be retained for 24 months or as required by law.

Any charges arising from consumer requests will be disclosed in advance and approved before application.

4.4 Timing for Issuance of Bill

MACKYM shall issue invoices within 10 days of the close of each billing cycle. Exceptions include:

Special agreements with the client
Delays from third-party service providers
Consumer-requested changes to billing frequency
Disputed charges
System issues (must be resolved without undue delay)
Force majeure or events beyond MACKYM’s control

4.5 Receipts and Consumer Payment Advice

Consumers shall receive confirmation of payment by one of the following:

Notation on their next bill
Email confirmation
Any other available method provided by MACKYM

4.6 Non-Payment of Bills

If a consumer fails to pay, MACKYM may initiate service disconnection or other recovery measures which shall:

Be proportionate and non-discriminatory
Include appropriate advance warning
Be limited to the affected service(s), as far as technically feasible

SECTION 5 – CONSUMER OBLIGATIONS

5.1 Acceptance of Licensee Terms

By subscribing to MACKYM services, consumers agree to the company’s terms and conditions, which are:

Available on the MACKYM website for download
Binding upon service initiation

5.2 Misuse of Service

Consumers shall not misuse MACKYM services, including but not limited to:

Fraudulent acquisition or use of service
Possessing or distributing illegal equipment
Sending obscene, abusive, or threatening messages via MACKYM platforms

Violations may result in investigations or service suspension.

Other Consumer Obligations

Access for Maintenance

Consumers must provide MACKYM access to facilities and premises for service provisioning or maintenance.

Tampering with Equipment

Consumers must not:

Misuse equipment supplied by MACKYM
Alter, interfere, or attach unauthorized devices to MACKYM equipment

Unauthorized Resale of Services

Consumers shall not resell any MACKYM service unless expressly permitted in the service agreement and authorized by the Commission.

Dishonest Churning

Consumers must not accumulate unpaid charges with one provider and switch to another without settling previous debts. MACKYM reserves the right to:

Investigate new subscribers
Verify clearance from prior service providers before initiating service

SECTION 6 – PROTECTION OF CONSUMER INFORMATION

MACKYM treats all consumer information (verbal or written) with strict confidentiality in line with NCC regulations, industry best practices, and Nigerian law. Data is collected and processed solely for business purposes in a lawful, fair, and transparent manner.

6.1 General Principles

MACKYM will:

Clearly explain what information is collected, and how it is used or shared
Provide opt-in/opt-out choices where applicable
Ensure data accuracy and give consumers access to update their information
Secure consumer information against unauthorized alteration or access

6.2 Usage of Personal Information

Consumer data may be used for:

Processing service subscriptions
Billing and account management
Communicating service changes or updates
Marketing (only with consumer’s consent)
Internal analysis and market research
Directory services (where required and secure)
Fraud detection and prevention
Providing data to authorized law enforcement or regulatory bodies (only when legally required)

6.3 Length of Retention of Personal Information

MACKYM retains consumer data only for as long as necessary or as required by law. Data used for specific services will be kept for the minimum legal period and securely deleted afterward.

6.4 Change to Consumer Information Policy

MACKYM may update its privacy policy from time to time. Continued use of services indicates agreement with the updated policy.

6.5 Maintaining Data Quality

MACKYM ensures that:

Information collected is accurate and relevant
Data sources and processes are reliable
Consumers may request corrections if needed

SECTION 7 – COMPLAINTS HANDLING

7.1 Information to Consumers

MACKYM provides a written and electronic guide to its complaint handling process, available at its offices and on its website. Consumers have the right to:

Know how to file a complaint
Understand documentation required
Receive a resolution in a timely and fair manner

7.2 Complaints Process

MACKYM’s customer service desk is available:

Via telephone: +234-703 115 4633 (9:00 AM–5:00 PM)
Via email 24/7: customercare@mackymconsult.com

Complaints are acknowledged immediately (verbally) or per NCC Quality of Service Regulations (in writing). Each complaint receives a unique tracking number.

7.3 Internal Data Collection of Complaints

Complaints and outcomes are recorded in a structured tracking system, in accordance with NCC regulations. This supports complaint volume reporting, problem identification, and resolution analysis.

7.4 Internal Analysis of Complaints and Outcome

The tracking system allows analysis of:

Complaint categories and frequency
Resolution times and outcomes
Trends and root causes

Consumers are informed that their complaint is being recorded, and can request details of the tracking system used.

7.5 Review and Reporting of Complaint Handling Process

MACKYM periodically reviews and reports complaint handling performance to the Commission. NCC may audit MACKYM’s complaint processes under its authority.

7.6 Retention of Data

Complaint records will be retained for at least 24 months after resolution, or as directed by the NCC.

7.7 Resolution Time

MACKYM aims to resolve complaints as quickly as possible. Final resolutions will be communicated to the consumer within 3 months of lodging the complaint.

7.8 Escalation

Unresolved complaints can be escalated to:
Client Relationship Management Unit
MACKYM CONSULT LIMITED
8, Omikunle Avenue, Akilapa Estate, Idi-Ishin, Ibadan.

If still unresolved, consumers may refer complaints to the NCC.

7.9 Contacting Consumers

MACKYM will use the consumer’s registered email or mobile number to provide investigation outcomes.

7.10 Consumers with Special Needs

MACKYM offers tailored support for consumers with physical disabilities and special needs, including accessible websites and trained representatives.

7.11 Special Literature

Large-print copies of the Code are available at all offices. Website accessibility is being enhanced for disabled users.

7.12 Charges

Complaints are handled free of charge, except:

For retrieving records over 2 years old (with prior approval from the consumer)

7.13 Action on Disputed Charges

Consumers must pay all non-disputed portions of a bill. MACKYM will not apply penalties on disputed amounts while under review.

7.14 Change to Complaint Handling Process

MACKYM will review its complaint handling procedures periodically and post updates at: www.mackymconsult.com

SECTION 8 – CODE COMPLIANCE

8.1 MACKYM’s Responsibility

MACKYM is fully committed to code compliance and continuous improvement. It ensures all employees are trained and aware of their responsibilities, and proactively submits required reports to the Commission.

8.2 Compliance Monitoring and Reporting by the Commission

MACKYM supports NCC’s efforts to monitor compliance and pledges to meet or exceed quality and conduct standards developed by the Commission.

8.3 Consumer Complaints

All complaints will first be addressed by MACKYM per Section 7. If a consumer contacts the Commission directly, the complaint will be forwarded to MACKYM for internal resolution.

8.4 Industry Complaints

Industry complaints (Licensee vs. Licensee or consumer groups) should be directed to NCC. Once referred, all further correspondence on the matter will be between NCC and the complainant.

8.5 Commission Investigation

The Nigerian Communications Commission is empowered to investigate and enforce compliance. This includes disputes between MACKYM and consumers, or with other providers.

8.6 Appeals Process

If a dispute cannot be resolved within 60 days, the consumer may escalate the issue to the Head of Consumer Affairs at NCC.

8.7 Confidentiality

All complaint-related information is treated as confidential. Disclosure will only occur under legal obligation or at the direction of law enforcement agencies such as the Police or EFCC.

Thank you for reading the MACKYM Consult Individual Consumer Code of Practice.