Consumer Protection Regulations Quiz

A business must provide clear, accurate, and updated information about its services to customers, including current rates, terms, and conditions.

A business must respond within 96 hours to customer requests for information about their services and provide the information free of charge.

A business must make its service contracts available on its website or upon request, and the contracts should be written in clear language.

Before entering into a service contract, customers must receive a thorough description of the service, avoiding technical jargon.

A business is required to provide compensation or refunds if promised service quality levels aren't met, along with clear dispute resolution processes.

A set of guidelines for how telecommunications companies should interact with their customers in Nigeria, including areas like providing information, billing, complaints handling, and data protection.

The document outlines the overall purpose and goals of the code, intended to establish clear expectations and guidelines for both consumers and telecommunications companies.

The code requires telecommunications companies to provide clear and comprehensive information to consumers about their services. This includes things like details about contracts, pricing, service descriptions, warranties, and fault repairs.

Covers regulations on how advertisements and promotions for telecommunications services should be conducted, including standards, information about availability, and rules for comparative advertising.

Defines the principles for billing, charging, and payment practices. This includes requirements for itemized bills, clear billing periods, and addressing delayed or non-payment.

This part outlines the responsibilities of consumers using telecommunications services, including respecting the terms of service, allowing maintenance access, and refraining from misuse or tampering with equipment.

Addresses the safety and security of customer information. Key elements include maintaining a policy to protect data, rules for secure storage, and ensuring data quality.

This part covers the identification of callers and connected lines, aiming to prevent malicious calls or nuisance calls. It also includes provisions for emergency call procedures.

Outlines the comprehensive process for resolving consumer complaints. It includes information about how to file a complaint, the timeframe for handling it, and options for escalation.

This part addresses the enforcement of the code's provisions. It emphasizes the responsibilities of both telecommunications companies and the regulatory commission in ensuring compliance.

When services are bundled with other products or services, providers must disclose the price of each individual component as if it were sold separately.

When services are bundled with those from other companies, the provider is fully responsible for the entire package's performance, including support and complaints.

Providers must clearly explain service upgrade/migration options, including potential changes to service performance and associated fees.

Service descriptions and information must be published on the provider's website and social media platforms.

Providers must provide clear instructions for subscribing to a service.

Telecommunications companies must bill consumers for services within 10 days of each billing period. This timeframe allows for various exceptions, such as separate agreements, information from other providers, changes requested by consumers, billing system issues or force majeure events.

A Licensee (telecom company) must make sure consumers can easily confirm their bill payment. This can be done through acknowledgment on the next bill, phone confirmation, or other accessible methods.

Before changing billing periods, telecommunications companies must give consumers advance written notice. The notice period must be at least two billing cycles (or 60 days minimum) when it's a monthly bill.

If a consumer doesn't fully pay a bill, the telecom company can take steps to collect payment, but they must be proportionate and not discriminatory. They also need to give the consumer a warning before any service interruption or disconnection.

To prevent service interruptions or disconnection due to non-payment, a telecom company should only affect the specific service related to the unpaid bill, if technically possible.

Advertisements must provide sufficient detail about the product or service, including the main terms and conditions, in a way that is clear to consumers.

Licensees cannot use disclaimers to hide important information or contradict the main message of their advertisements.

Licensees should consider the number of times consumers will see their advertisement and tailor the information accordingly.

Price details must be clearly visible and displayed in a specific font size and style, especially in print media and posters.

Advertisements should not disparage competitors or exaggerate the differences between their product or service and others.

Licensees offering internet services are required to disclose the specific internet connection speed, including upload and download speeds, and any special conditions needed to achieve those speeds.

Licensees must ensure that consumers are fully informed of the limitations and conditions attached to any special promotions, including duration, eligibility, and product availability.

Advertisements must clearly state the eligibility criteria for special promotions, including whether they are restricted to specific customer groups.

A disclaimer in an advertisement should be easy to understand and not contradict the main message. It needs to be written clearly, using simple language, and should clarify who the ad is directed towards.

Companies must have a system to check that their ads follow all relevant laws and regulations. This includes having someone trained in advertising review ads, training marketing staff on advertising rules, and monitoring complaints.

Telemarketing calls are only allowed if the caller clearly identifies themselves, explains the purpose of the call, and gives the full price of the product or service being offered. The recipient also has a right to cancel the purchase within seven days.

A Licensee must create, maintain, and always follow a process to make sure their ads comply with all relevant laws and the rules of the General Code.

When a company makes a claim in an advertisement, they need to be prepared to provide evidence to support it if asked by the authorities.

To prevent misleading ads, companies must have a process where ads are reviewed by someone with experience in advertising.

Marketing staff who create ads need to be educated about all the advertising laws and the General Code to avoid breaking the rules.

Companies must keep track of any complaints about their ads and take steps to fix any issues. They need to retain records of their compliance for at least two years.