Dotmac Technologies Ltd Consumer Code of Practice
Established in compliance with Section 106 of the Nigerian Communications Act, 2007 and the Nigerian Communications (Consumer Code of Practice) Regulations, 2024.
Introduction
This Code safeguards consumer rights, promotes transparency in service delivery, and defines clear responsibilities for service delivery, billing, and complaints handling. It sets the standards and practices Dotmac Technologies Ltd commits to uphold in all interactions with consumers.
Applicability
- Unlimited plans
- Home Flex plan
- Custom and enterprise offerings
- Any other services offered by Dotmac Technologies Ltd
Definitions
- Consumer/Subscriber: any individual or entity that subscribes to or uses Dotmac services.
- Service: broadband internet and related telecommunications services provided by Dotmac Technologies Ltd.
- NCC: Nigerian Communications Commission.
- NDPA: Nigeria Data Protection Act, 2023.
- NDPC: Nigeria Data Protection Commission.
- SLA: Service Level Agreement.
Provision of Information to Consumers
Dotmac provides fiber-optic broadband internet services with high-speed connectivity, unlimited data usage with no data caps, no throttling or bandwidth limitations based on usage, 30-day subscription validity, 24/7 support through multiple channels, and Self-Care Portal account management and monitoring.
Service Contracts
Subscribers receive a comprehensive service contract upon registration. Contracts are written in clear, plain language, are available in English, and are provided on request at no additional charge.
- Full terms and conditions of service
- SLA specifying uptime guarantees and compensation mechanisms
- Rights and obligations of both parties
- Data protection commitments in accordance with NDPA 2023
- Dispute resolution mechanisms
- Termination and refund policies
- Equipment usage terms and warranty information
Service Plans
| Plan | Speed |
|---|---|
| Homeflex | 6 Mbps |
| Unlimited Basic | 5 Mbps |
| Unlimited Compact | 10 Mbps |
| Unlimited Lite | 15 Mbps |
| Unlimited Elite | 20 Mbps |
| Unlimited Premium | 30 Mbps |
| Unlimited Platinum | 40 Mbps |
| Unlimited Platinum Plus | 60 Mbps |
| Unlimited Diamond | 80 Mbps |
| Unlimited Mega | 100 Mbps |
Current pricing for all plans is available at www.dotmac.ng. Installation fees are charged based on the environment and topography of the location. Router/CPE replacement costs apply for damaged or lost equipment. Call-down support may attract a fee for on-site visits requested for issues beyond Dotmac's service responsibility. VAT at 7.5% and other mandated regulatory levies apply unless otherwise stated.
Contract Terms and Termination
Termination by Subscriber
- 30 days written notice via email or the Self-Care Portal.
- Refunds for unused days processed within 14 working days of termination.
- Equipment must be returned in good working condition.
- Outstanding balances must be settled before final account closure.
Termination by Dotmac
- Service may be suspended or terminated for breach of contract terms after due notice.
- Non-payment results in immediate suspension through the Self-Care Portal.
- Fraudulent activity or network abuse may result in immediate termination.
- Written notice will specify the reason for termination.
Warranties, Maintenance, and Subscription
Equipment Warranty
- Universal router has a 1-year warranty from installation date.
- Warranty covers manufacturing defects and normal wear.
- Misuse, tampering, power surges, environmental damage, PoE adapters, and ethernet cables are excluded.
- Post-warranty repairs are on a 50/50 cost-sharing basis for technical failures.
Subscription Process
- Register online at www.dotmac.ng or at a Dotmac office with valid ID and proof of address.
- Coverage verification is completed for the subscriber's location.
- Payment is predominantly prepaid by bank transfer, card payment, or USSD.
- Site survey occurs within 3-5 working days, with installation within 10-14 working days after payment confirmation.
- Installation hours are 08:00 AM-05:00 PM, Monday to Saturday.
Response and Resolution Targets
| Channel | Acknowledgement Time | Initial Response |
|---|---|---|
| 30 minutes | 2 hours | |
| 5 minutes | 30 minutes | |
| Self-Care Portal | 30 minutes | 2 hours |
| Social Media | 1 hour | 4 hours |
| Severity | Description | Resolution Target |
|---|---|---|
| Critical | Complete service outage | 3-6 hours |
| High | Significant degradation | 6-24 hours |
| Medium | Intermittent issues | 24-48 hours |
| Low | Minor issues | 48-96 hours |
Advertising and Representation of Service
Availability
Fiber services are currently available in select areas within Abuja, FCT, including Garki District Areas 1, 2, 3, 7, 8, 10, 11; Wuse District Wuse 1, 2, Zone 1-7; Maitama; Asokoro; select areas of Gwarinpa Estate; and Jabi District.
Coverage can be checked at www.dotmac.ng/coverage. Expansion updates are published on Dotmac's website and social media.
Service Representation
- Advertised packaged services must include all components stated in advertising materials.
- All plans offer unlimited data with no data caps or usage limits.
- Advertised speeds represent maximum achievable speeds under optimal conditions.
- Actual speeds may vary due to peak-hour congestion, distance from distribution point, internal wiring and equipment, connected devices, and external internet factors.
Disclaimer and Telemarketing
Dotmac targets 98% monthly service uptime. Availability may be affected by factors beyond its control, including power outages, fiber cuts from third-party activities, force majeure events, upstream provider failures, and scheduled or emergency maintenance. Service disruptions will be communicated promptly through available channels.
- No unsolicited telemarketing calls or messages.
- Marketing communications are consent-based and clearly identify Dotmac as the sender.
- Subscribers may opt out at any time; opt-out requests are processed within 48 hours.
- Dotmac complies with NCC Do-Not-Disturb regulations.
- Permitted telemarketing calls are restricted to 8:00 AM-5:00 PM.
Consumer Billing, Charging, and Credit Practices
Every bill issued by Dotmac contains the subscriber name and account number, billing period, service address, service plan name and description, base subscription fee, VAT amount, other applicable levies, total amount due, payment due date, payment methods and bank details, previous balance if any, credits applied if any, and customer service contact information.
Billing Rules
- Consumers have access to itemized charge details through the bill or a separate statement.
- Bills are processed and issued within 10 days after closure of the billing period.
- Electronic receipts are issued immediately after successful payment.
- Receipts include transaction reference, payment amount, payment date, and time.
- Final notifications are sent on the payment due or subscription expiry date.
Payment and Disputes
- Service suspension is immediate upon non-payment of subscription.
- Unpaid accounts are disabled automatically through the Self-Care Portal.
- Service is reactivated immediately upon payment.
- Billing disputes must be raised within 30 days of bill issuance.
- No disconnection occurs during an active dispute investigation; undisputed portions remain payable.
- Disputes are resolved within 14 working days, with credits or adjustments applied to the next billing cycle.
Dotmac services are predominantly prepaid. Payment is required before activation or renewal, service suspends automatically upon subscription expiry, reactivation is immediate on payment, there is no post-payment billing or debt accumulation, and subscription status remains visible on the Self-Care Portal.
Consumer Obligations
Information, Access, and Equipment
- Provide accurate, complete, and up-to-date personal and contact information.
- Notify Dotmac promptly of contact information changes.
- Grant reasonable access for installation, maintenance, and repair activities.
- Ensure safe working conditions for technicians during site visits.
- Use provided equipment responsibly and for its intended purpose.
- Do not tamper with, modify, or attempt to repair equipment.
- Protect equipment from power surges and return it in good working condition at service termination.
Service Usage and Payment
- Use services in compliance with applicable laws and regulations.
- Do not use services for illegal or unauthorized purposes.
- Do not resell, redistribute, or commercially share service without authorization.
- Do not engage in activities that may harm the network or other users.
- Report faults promptly through designated channels with accurate details.
- Make timely payment of all bills and charges.
- Settle outstanding balances before service termination.
Enforcement and Due Process
Enforcement may apply to damage to Dotmac infrastructure or equipment, repeated non-payment, or billing fraud. Actions may include written warning, remedial measures or service restrictions, temporary suspension, and permanent termination. Subscribers receive written notice of alleged breaches, 7 days to respond or remedy except in emergencies, investigation before final action, and the right to escalate to NCC if they believe an action is unjustified.
Protection of Consumer Information
Dotmac protects consumer privacy and handles personal data in accordance with the Nigeria Data Protection Act 2023 and NCC Data Protection Guidelines.
Data Collected
- Personal identification information, including name, address, and ID documents.
- Contact information, including phone number and email address.
- Billing and payment information.
- Service usage data and network analytics.
- Technical support interaction records.
- Complaint and feedback records.
Use, Storage, and Breach Response
- Data is used for service provisioning, account management, billing, support, network optimization, compliance, reporting, service improvement, and quality assurance.
- Data is collected only for specified legitimate purposes, limited to what is necessary, and collected with consent where required.
- Data is stored in secure encrypted systems with access controls, audits, deletion reviews, and secure deletion methods.
- Affected consumers are notified within 72 hours of breach discovery, with NCC and NDPC notified as required by law.
Data Sharing and Consumer Rights
Dotmac does not share consumer data without authorization and does not sell consumer data to third parties for marketing purposes. Data is shared only with explicit consumer consent or as required by law, with third-party processors bound by strict confidentiality agreements.
Lawful bases for sharing include consumer consent, legal or regulatory requirement, court order or law enforcement request, protection of vital interests, and legitimate business interests with appropriate safeguards. Consumers have rights to access personal data held by Dotmac, correct inaccurate or incomplete data, request deletion where legally permissible, withdraw consent, object to marketing communications, request data portability, and lodge complaints with NDPC.
Complaint Handling
Dotmac is committed to resolving consumer complaints fairly, promptly, and effectively. Complaint procedures are published on www.dotmac.ng, available on the Self-Care Portal, provided on request via email or customer service, explained by trained staff, and free of charge.
Special Needs
Priority handling is provided for elderly consumers, persons with disabilities, vulnerable consumers, and consumers with language barriers.
- Patient and empathetic support
- Extended response times where needed
- Alternative communication formats upon request
- Assistance with complaint documentation
- Priority escalation where appropriate
Complaint Channels
- Email: support@dotmac.ng
- WhatsApp: 08121179536
- Self-Care Portal: https://selfcare.dotmac.ng
- Social Media: @dotmac_ng on Instagram, Twitter, and Facebook
- In person: 8 Ikot-Ekpene Close, Off Emeka Anyaoku Street, Area 11 Garki, Abuja
Complaint Response SLA
| Channel | Acknowledgement | Initial Response |
|---|---|---|
| 30 minutes | 2 hours | |
| 5 minutes | 30 minutes | |
| Self-Care Portal | 30 minutes | 2 hours |
| Social Media | 1 hour | 4 hours |
| Complaint Type | Resolution Target |
|---|---|
| Simple: billing inquiry, information request | 3-6 hours |
| Standard: service issues, minor faults | 24-48 hours |
| Complex: technical issues, disputes | 48-96 hours |
| Escalated: unresolved after initial handling | 5-7 working days |
| Level | Handler | Timeframe |
|---|---|---|
| Level 1 | Support Desk | 0-24 hours |
| Level 2 | Ticket Follow-up Team | 24-48 hours |
| Level 3 | Helpdesk Manager | 48-72 hours |
| Level 4 | Management | 72 hours-5 days |
| Level 5 | NCC, if unresolved after 30 days | After 30 days |
Each complaint receives a unique reference number for tracking. Complaint handling services are free, including complaint submission, status requests, escalation of unresolved complaints, and receipt of complaint resolution reports.
Further Recourse and Records
If a complaint remains unresolved after 30 days or the consumer is dissatisfied, the consumer may escalate to the Nigerian Communications Commission Consumer Affairs Bureau at Plot 423, Aguiyi Ironsi Street, Maitama, Abuja; consumerportal@ncc.gov.ng; www.ncc.gov.ng; toll-free 622. Dotmac will cooperate fully with NCC investigations and implement directives issued.
Disputed charges are withheld from payment obligation during investigation. Consumers have a 30-day window to raise billing disputes, no service disconnection during active dispute investigation, and the right to escalate to NCC if unsatisfied. Dotmac maintains complaint records for service improvement, recurring issue identification, compliance, staff training, quarterly trend analysis, root cause analysis, corrective action, and management or NCC reports as required.
Material changes to complaint handling processes are communicated at least 14 days in advance. Complaint records are retained for at least 2 years, with extended retention for legal or regulatory matters. Records include complaint details, correspondence, investigation notes, and resolution, and are securely stored with access controls. Records are available for NCC inspection on request.
Contact Information
Website: www.dotmac.ng | Self-Care Portal: https://selfcare.dotmac.ng | Customer Service: support@dotmac.ng | WhatsApp: 08121179536
Office: 8 Ikot-Ekpene Close, Off Emeka Anyaoku Street, Area 11 Garki, Abuja