Code of Conduct

This Code is established in compliance with Section 106(2) of the Nigerian Communications Act 2003 and Regulation 4(1) of the Consumer Code of Practice Regulations 2007. It supplements Emisri's licensing obligations and does not affect your statutory rights or form part of any contract between Emisri and consumers.

This Code explains your rights, our responsibilities, and how to resolve service issues. Full copies are available on our website, via customer service, or within your service agreement.

1. Service Information & Contracts

Description of Service

Emisri provides Content Services Using Short Code Numbers, enabling businesses to send transactional and marketing communications, verify customer transactions, and enhance engagement through SMS, RCS, and Email. We commit to providing clear, accurate, and up-to-date service information in plain language.

Service Contracts

Before subscription, you will receive a plain-language service contract detailing: services offered, pricing, billing practices, your rights and obligations, data protection, complaints procedures, service duration, renewal terms, and contact details. All contracts are subject to pricing as detailed therein; any price changes will be communicated in advance.

Subscription & Management

Subscriptions can be processed via web, mobile applications, or other approved digital channels. You have the right to opt in or opt out of any service at any time through accessible mechanisms to avoid unintended charges.

Contract Terms

Upon request, we provide full contract terms covering: commencement and termination dates, renewal conditions, service interruption policies, activation terms, reconnection fees, service quality levels, compensation arrangements for service failures, dispute resolution procedures, warranties, and upgrade options.

2. Advertising & Service Representation

Service Availability

Our advertising accurately reflects service availability and quality. Any geographical, technical, or time-based limitations including restrictions to specific user groups, regions, or infrastructure dependencies are clearly disclosed.

Packaged Services

Where services are offered as packages, we ensure all advertised components are available, disclose any limitations, state total costs clearly, and comply with the Nigerian Code of Advertising Practice and related regulations.

Disclaimers & Telemarketing

Any disclaimer in our advertisements is written in clear language, remains visible, and does not contradict the primary message. For telemarketing, we comply with Section 28 of the NCC General Code, providing clear opt-out options and dedicated cancellation channels.

3. Consumer Obligations

Fair Usage

Consumers must comply with our fair usage policy, which prohibits reselling services without authorization, using services for fraudulent or illegal activities, or violating telecommunications regulations.

Responsibilities

You agree to: adhere to your service agreement terms; pay invoices promptly; report service issues or billing discrepancies promptly; ensure your usage does not disrupt our network; protect your account credentials; and comply with all statutory obligations governing telecommunications use.

4. Complaint Handling & Dispute Resolution

Complaint Process

We maintain a structured, accessible complaint-handling process:

• Information available in multiple formats and languages

• Clear channels to lodge complaints: email (support@emisri.com), website (www.emisri.com/contact), or phone (02013438862)

• Accessibility accommodations for customers with disabilities

• Defined resolution timelines; no complaint remains unresolved beyond 90 days

• Professional handling with respect for your right to complain

• Free complaint handling (reasonable charges may apply for retrieving records older than 12 months)

• Unique reference numbers for tracking; records retained for at least 12 months post-resolution

Escalation

Written complaints are acknowledged and acted upon within NCC Quality of Service Regulation timeframes. Unresolved complaints may be escalated to the Nigerian Communications Commission per its Dispute Resolution Guidelines.

Unsolicited SMS

Emisri does not allow unsolicited SMS through its network. You may opt out of promotional messages at any time, and we provide clear mechanisms to block unwanted communications in compliance with NCC regulations.

5. Billing & Payments

Billing Transparency

Every invoice includes: your billing details; Emisri's business information; unique bill reference; billing period; itemized charges; total amount due; payment methods and due dates; and guidelines for inquiries or disputes.

Issuance & Payment

Invoices are issued within 10 days of billing period closure, unless otherwise agreed. Payment confirmations are sent via email, and you may verify payments via your account dashboard or customer service.

Disputes & Restoration

Billing disputes must be raised within 30 days of receipt and will be resolved within 30 days of submission. Unresolved disputes may be escalated to the NCC. Services suspended for non-payment are restored promptly upon settlement of outstanding balances.

Billing Options

We offer prepaid options. Prepaid users fund a wallet via digital channels for service consumption. Subscription-based plans follow agreed payment cycles. Any changes to billing structure are communicated in advance.

Non-Payment

Actions for outstanding balances are proportionate, non-discriminatory, and preceded by advance notice. Service suspension is limited to affected services where feasible, and restoration occurs promptly upon payment.

6. Protection of Consumer Information

Data Collection & Use

We collect personal data only when necessary for service provision, billing, support, or other legitimate purposes disclosed at collection. You are informed of: the data types collected, intended uses, retention periods, and your rights to access, correct, or request deletion of your data.

Security & Access

Consumer data is protected using industry-standard security protocols, including encryption and access controls. Internal policies restrict unauthorized employee access. You may request access to, correction of, or deletion of your personal data, processed within reasonable timeframes per data protection laws.

Data Sharing

We share consumer data only with: regulatory or law enforcement authorities as required by law; service partners fulfilling contracted obligations; or third parties with your explicit consent. All recipients must comply with data protection regulations and maintain strict confidentiality.

Retention

Consumer records are securely retained for a minimum of 12 months or as required by applicable law.

7. Code Compliance & Updates

Regulatory Adherence

Emisri operates in full compliance with NCC regulations and industry best practices.

Amendments

This Code may be updated to reflect regulatory changes, service improvements, or policy updates. Consumers are notified of amendments via our website, email notifications, or public announcements. We welcome consumer feedback on proposed changes through surveys, consultations, or direct communication.

Feedback

We encourage feedback on this Code and related policies via our website or customer support channels.

This Code is reviewed periodically to ensure ongoing compliance and relevance.