CODES OF PRACTICE

Introduction to our company and services

Skymax integrated network Ltd is a licensed internet service provider that delivers communications services to its customers. While we may not provide all the component parts of our services ourselves, we do take responsibility for the services delivered to you. We will liaise with our suppliers to ensure that any problems with their services are resolved

Purpose of this Code of Practice

This code informs you about our products, services,customer-care policies and where to find information about our charges and terms and conditions. This Code of Practice is published on our website at www.skymaxnig.net.

How to contact us

Please contact our Customer Support Team:

  • phone:+2348101834726, +2348150529958 from: 8:30am until 5pm Monday-Friday
  • email: support@skymaxnig.net
  • Website: www.skymaxnig.net

Our commitment to you

We are committed to giving you the highest quality of customer service. When we purchase our services through dealers, we select those providers carefully to ensure that you get a high-quality service. We make every reasonable effort to supply services that satisfy your requirements. We work to all relevant laws and regulations.

Our Products and Services

  • Fiber internet service via radio
  • Internet acess via Fiber to Home
  • Wide Area data networks (e.g. MPLS)
  • VPN
  • E-surveillance

For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on +2348101834726.

Marketing

We work to the principles in the Nigerian Code of Advertising, Sales Promotion and Direct Marketing

Terms and Conditions

When you ask to subscribe to a service from Skymax Integrated Network Ltd we will send you our Standard Terms and Conditions and ask you to sign a contract, if applicable. If you have any questions, please contact our Customer Service Team on +2348101834726. We may carry out a survey as part of our assessment procedures. The standard contract term for our services is 12 months.

We aim to provide services within the lead time we quote, subject to the availability and installation of any equipment and, where appropriate, lines to your premises. If we need to carry out a survey of your premises or lay additional cabling, we will inform you of the revised timescales as soon as we can.

Cancellation

If you decide to cancel your order or agreement before we have provided the services, you may do so without charge within ten working days after your order is placed or up to noon the day before the service is installed, whichever is the sooner. After ten working days we will charge you an administration fee as set out in your contract.

If you wish to terminate your contract within the contracted minimum term, please inform us in writing or via email. After the minimum term you can cancel any service by writing to us, but you must give us the notice defined in the contract. Where applicable we will charge you admin or early termination fees as set out in your contract.

Faults and Repairs

Please contact our Support Team on +2348150529958 or via email if you experience a fault with any of our services. We will aim to acknowledge the fault and repair within the timescales appropriate based on the service you are subscribed to.

Compensation and refund policy

Our policy is to assess each claim on a case by case basis. We aim to investigate any claims and respond within 30 working days. Any refunds that are due will be credited to the next month’s invoice.

Billing

We will bill you monthly (unless otherwise agreed). You can choose to pay us via a range of options including debit card, cheque and direct transfer. These are agreed at the start of your contract. If you wish to change your method of payment at any time, please contact our Customer Support Team. We provide itemized bills as part of our service to you.

If you have difficulty paying your bill, please contact us on +2348101834726 as soon as possible and we will try to arrange a different method of payment. We do all we can to help our customers to manage their bills and avoid disconnection.

If you are moving premises

Please contact our Customer Service Team no later than 30 days before your move date. We will amend your account and billing requirements as necessary. Where relevant we will endeavor to offer you the same customer number to minimize disruption.

Complaints

We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly

Our Code of Practice on Complaint Handling and Dispute Resolution explains how customers can complain. The code also provides information on how we deal with complaints and your right to take unresolved complaints to Alternative Dispute Resolution. You can find a copy of our Complaints Code on our website. Alternatively, copies are available free of charge and on request from our Customer Service Team on +2348101834726.

Services for people with special needs

We are committed to helping all our customers to communicate easily. We offer the following additional services on request for customers who are older or who may have a disability, including:

  • Access to the Customer Service Team
  • Fault repair and assistance, and
  • Additional help and support if you have difficulty paying your bill

Copies of this Code are available in larger print and other formats on request.

Data protection

We comply fully with our obligations under the Data Protection Act of Nigeria

Regulatory Compliance Policy

Our aim is to be compliant with all regulatory requirements in the industry. We consistently work towards fulfilling these requirements by training and monitoring our people, auditing and updating our policies and processes so they reflect new and existing regulation

Download Customer Code of practice