CONSUMER CODE OF PRACTICE

INTRODUCTION

Scope of Code of Practice

Unless otherwise specified, this Code of Practice applies to all internet services accessed by customers in Nigeria, provided by Layer3 through its infrastructure. This Code has been developed in alignment with the Consumer Code of Practice Regulations, 2024 established by the Nigerian Communications Commission (NCC).

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.

Code Amendment

Layer3 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.

PROVISION OF INFORMATION TO CONSUMERS

Description of Service

Layer3 is committed to complying with the Quality of Service standards set by the NCC. We strive to ensure that customers receive optimal value for the services provided. The following services are currently available:

Enterprise Broadband: Dedicated, high-capacity internet designed for mission-critical business operations.

Fiber-to-the-Home (FTTH): Ultra-fast, low latency internet for smart homes, gated communities and high-end residences.

Service Contracts

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 .

Pricing Information

Customers are charged based on the selected plans for the subscription services. 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 our offices or on our website at .

Contract Terms and Termination

Layer3 provides full information on the terms of service 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 and conditions relating to delivery, installation or activation of the service;
g. Conditions covering potential service interruptions, withdrawals, credit note or discontinuations.

Product Warranties and Maintenance

Layer3 warrants that all equipment supplied and installed at the Customer’s premises will be free from defects in material and workmanship under normal use and service conditions. For the FTTH customers, Layer3 shall be responsible for the supply, delivery, installation, testing, commissioning, maintenance, and control of the Service and associated equipment at the designated service location(s) or any other location agreed to in writing by the Parties.  For Enterprise customers, warranties are as provided in the applicable agreement.

This warranty does not cover damage or loss caused by: (i) Acts of vandalism, malicious damage, theft, or fire; (ii) Power surges, floods, or other environmental hazards; (iii) Misuse, negligence, or improper handling by the Customer or third parties; (iv) Any unauthorized modification, relocation, or repair attempts.

In the event of a fault not caused by the Customer or any of the excluded events, Layer3 shall, at its discretion, repair or replace the faulty equipment within a reasonable time frame, in line with the agreement with the customer.

Fault Repairs and Service Interruption

Layer3 will notify customers by email, phone, WhatsApp, or other suitable means of any planned or emergency network maintenance for preventive or corrective purposes.

Outages on individual FTTH subscribers are only established from the date and time such a subscriber reports that service outage.

All faults related to our services should be reported immediately to our Helpdesk by opening a trouble ticket at the relevant severity level. Upon evaluation of the report, or throughout the course of responding to the report, we may re-classify the severity based upon this evaluation. All fault reports should be made directly to our Helpdesk through the following methods only:

Subscription of Service

A Customer may subscribe to Layer3's services by completing the prescribed service application process, which may be conducted from any of our office locations or our website. Subscription shall be deemed complete upon the Customer’s acceptance of the applicable terms and conditions, successful verification of required information, and confirmation of service availability at the proposed service location(s).

Upon subscription, the Customer shall enter into a formal agreement with Layer3, outlining the scope, duration, service levels, applicable fees, and other commercial terms related to the provision of the Service. All such agreements shall comply with NCC regulatory requirements and consumer protection standards.

Service delivery shall commence following successful installation, testing, and commissioning and subject to confirmation of readiness of the equipment at the Customer's location, or on a mutually agreed date. Any timelines communicated shall be estimates unless specifically guaranteed under the applicable Service Level Agreement. Layer3 shall notify the Customer of service activation and applicable billing start date.

Unless otherwise agreed, service subscription shall be for an initial minimum term, subject to automatic or manual renewal as expressly agreed by the Customer in the Service Agreement. The Customer may terminate the service in accordance with the applicable termination clause and notice requirements set out in the agreement.

The Customer may request upgrades, downgrades, or modifications to the subscribed service. Such changes shall be subject to technical feasibility, commercial terms, and written approval by Layer3

ADVERTISING AND REPRESENTATION OF SERVICE

Availability of Services

Layer3 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.

Advertising of Packaged Services

If Layer3 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, Layer3 will include the minimum total charge for the entire package and specify any conditions necessary to obtain the component at the advertised price.

Internet Connections

Layer3 shall provide internet connectivity services to the Customer in accordance with the Service Agreement, subject to network coverage, infrastructure capacity, and agreed service levels. Service quality may vary and is subject to a Fair Usage Policy (FUP), where applicable, in line with NCC guidelines. While every effort will be made to ensure continuous access, service interruptions may occur due to maintenance or unforeseen technical issues, and Layer3 shall act promptly to restore service. The Customer is responsible for ensuring that their internal network and devices are compatible with the service, and Layer3 shall not be liable for performance issues arising from Customer-owned equipment.

Disclaimer

Layer3 shall not be liable for any loss, damage, delay, or failure in service delivery arising from events beyond its reasonable control or from unauthorised use, misuse, or security breaches not attributable to its actions. The Customer acknowledges that use of third-party content or services accessed via the internet is at their own risk, and Layer3 makes no warranties, express or implied, regarding the performance, fitness for purpose, or accuracy of its services beyond what is stated in the Service Agreement or this Code.

Telemarketing

Layer3 ensure that all advertising, promotional, and telemarketing communications are honest, accurate, and not misleading, with clear disclosure of service features, pricing, and applicable terms. Such communications shall be directed only to Customers who have provided consent, and Customers shall have the right to opt out at any time. Customer information shall be used responsibly and lawfully in line with data protection laws and NCC guidelines. Layer3 shall not misrepresent any aspect of its services during marketing or sales engagements.

CONSUMER BILLING, CHARGING, COLLATION AND CREDIT PRACTICES

Billing Information

Layer3 shall ensure that all Customers receive clear, concise, and accurate billing information that reflects the services subscribed to and consumed. Bills shall be transparent and presented in a format that is easy to understand, showing the total amount due, applicable taxes, and any discounts or promotions.

Each bill shall include, at a minimum, the following details:

Customer’s billing name

Customer’s billing address

Billing period

Description of services billed

Applicable charges (itemized where possible)

Taxes and levies

Discounts or promotional credits (if any)

Total amount due

Payment due date

Billing information shall be made available through accessible channels, including electronic and/or physical formats, depending on the Customer’s preference.

Itemization of charges

Each Customer bill issued by Layer3 shall include an itemized list of all charges incurred within the billing period. These shall include but not be limited to service subscription fees, usage-based charges, installation or maintenance fees (where applicable), and taxes. Itemization will ensure Customers can easily verify billed services and identify any discrepancies.

Timing for issuance of Bill

Layer3 shall issue bills to Customers promptly and in a timely manner, consistent with the agreed billing cycle stated in the Service Agreement. The timing of bill issuance will enable Customers to have adequate notice for payment. Customers shall receive at least ten (10) s’ notice prior to the due date.

Receipts and consumer payment advice

Upon receipt of payment for any service, Layer3 shall promptly issue a payment receipt clearly indicating the amount paid, date of payment, applicable service(s), and any outstanding balances. Such receipts shall serve as official proof of payment and will be delivered through electronic or physical means as preferred by the Customer.

Billing frequency

Layer3 shall bill Customers based on the frequency agreed upon at the commencement of the Service Agreement, which may be quarterly, bi-annually, or annually. For each calendar month during the term of the service contract, the Customer shall be liable for payment of the applicable service charge.

Layer3 shall issue invoices for the service charge in accordance with the agreed billing cycle, and the Customer shall make payment on or before the 30th day of the month preceding the commencement of the next billing period.

Where the service commencement date falls on a day other than the first day of a calendar month, or where the service term ends on a day other than the last day of a calendar month, the service charge for such partial month shall be prorated based on actual days of use, calculated on the basis of a thirty (30) day month.

Customers shall be informed of any proposed changes to the billing period at least sixty (60) days prior to the effective date of such change.

Non-Payment of bills

Where payment is not received within three (3) days into the new billing cycle for monthly Customers, or within seven (7) days for quarterly Customers, Layer3 reserves the right to initiate appropriate measures, including reminders, temporary suspension, or disconnection of services, as stipulated in the Service Agreement. However, such actions shall be preceded by proper notification, and any disputes raised by the Customer will be handled in accordance with established dispute resolution procedures. Where a service is disconnected due to non-payment, a reconnection fee shall apply, and reconnection may take up to seventy-two (72) hours

Prepaid Services

For prepaid services, Layer3 shall ensure that Customers are charged in advance of service delivery, with full disclosure of tariffs, validity periods, and consumption details. Layer3 shall not impose any hidden fees or charges, and all prepaid billing practices will conform with transparency and consumer fairness standards.

CONSUMER OBLIGATIONS

Acceptance of Terms

Customers shall be bound by the terms and conditions of service set by Layer3 and shall be deemed to have accepted these terms through any form of communication indicating agreement or upon commencement of service use, provided that such terms have been adequately communicated to them. The Customer shall comply with the Service Agreement, including any Fair Usage Policy, Acceptable Use Policy, or other applicable guidelines. The Customer shall not use the service for any unlawful, fraudulent, or malicious purposes.

Protection of Equipment

The Customer shall ensure the safety and proper use of Layer3’s equipment installed at the service location. The Customer shall be liable for loss of or damage to the equipment arising from negligence, misuse, vandalism, theft, fire, flood, power surges, or any cause not attributable to LAYER3.

Access for Maintenance

The Customer shall grant Layer3 or its authorized representatives reasonable access to the service location for the purpose of installation, maintenance, upgrades, or fault resolution, subject to prior notice.

Consent for Communication

The Customer agrees to receive relevant service-related communications, billing notices, and—where consent is given—marketing or promotional messages. Customers may opt out of promotional communications at any time using the designated channels provided by Layer3.

PROTECTION OF CONSUMER INFORMATION

Data Gathering

Layer3 collects only necessary personal and service-related information from Customers for service delivery, billing, support, and operational improvement. Data is gathered lawfully, with the Customer’s consent or other lawful basis, and used solely for legitimate purposes.

Data Storage

All consumer data is securely stored using appropriate technical and organizational measures to prevent unauthorised access, loss, or misuse. Data is retained only as long as necessary for its intended purpose or as required by law.

Data Sharing

Layer3 does not share consumer data with unauthorised third parties without consent, except where required by law or for legitimate service-related purposes under strict confidentiality. Customers may request access to their data and seek corrections where applicable.

COMPLAINT HANDLING

Information to Consumers

Clear information on how to lodge complaints is available via customer support portal on our website, call centre, physical offices, and welcome materials. Customers will be guided through the process and given complaint reference numbers for tracking.

Special needs

Layer3 ensures accessible complaint channels for customers with disabilities, language barriers, or other special needs, including simplified formats and assistance upon request.

Complaint processes

Customers may submit complaints through any of the following channels:

In person at any of our offices:

Abuja: 14 Y.P.O. Shodeinde Street, Utako, Abuja

Lagos: 196B, Jide Oki Street, Off Ligali Ayorinde Street, Victoria Island, Lagos

Phone: 09085293733, 09085293734, 09085293735, 09085293736 (available 24 hours)

Email:

Online Helpdesk: https://csp.layer3.ng/

All complaints shall be acknowledged within 24 hours of receipt through any of the channels above. Layer3 shall endeavor to resolve all complaints within 14 working days, subject to the nature, complexity of the issue, and any third-party dependencies.

Where resolution is not possible within the stated timeframe, the customer shall be informed of the reason for the delay and provided with a revised timeline for resolution.

Customers may escalate unresolved complaints to the Nigerian Communications Commission (NCC) in accordance with applicable regulatory procedures

Charges

Filing a complaint is free of charge. Customers will not incur fees for any steps taken through Layer3’s complaint resolution process. However, a reasonable charge for complaint handling where investigation of the complaint required retrieval of records of more than two (2) years.

Further recourse

If unresolved, Customers may escalate complaints to the NCC using the prescribed channels. Layer3 will cooperate fully with the NCC during such escalation.

Action on Disputed Charges

Where charges are disputed, Layer3 will not disconnect service for the disputed amount until the matter is investigated and resolved. Any confirmed overcharges will be promptly refunded or credited.

Data Collection and Analysis of Complaints & Outcome

Layer3 maintains a complaint log, tracks outcomes, and conducts periodic analysis to improve service delivery. Data is reported to the NCC as required.

Changes to complaint handling process

Any updates to our complaint procedures will be communicated to customers through our website, service points, or other appropriate channels in line with regulatory requirements.

Retention of records

Complaint records, including actions taken and outcomes, are retained for a minimum of 24 months and made available to the NCC upon request.

By subscribing to our services, the Customer acknowledges receipt, understanding, and acceptance of this Code of Practice, as amended from time to time.