Coollink Code of Practice For Consumer Affairs

This Code of Practice is published by STEAM Broadcasting & Communications Limited, owners of Coollink, in accordance with Section 146 of the Nigerian Communications Act, 2003. Nothing in this Code of Practice affects your legal rights and this Code does not form part of a contract between Coollink and you.

This Code of Practice reflects Coollink's commitment to ensuring that our customers receive the best possible service at all times and responses to queries are dealt with quickly and fairly. The Code explains the various services offered by Coollink and tells you how and where to get help and advice. The Code also gives guidance in cases of complaints or disputes and includes an explanation of adjudication arrangements that provide a convenient and effective way of resolving disputes that cannot be resolved between the customer and Coollink.

we are
Coollink is an Internet Service Provider managed by STEAM Broadcasting & Communications Limited and registered by the Nigerian Communications Commission (NCC) to provide a broad range of Internet services to both commercial and domestic (consumer) clients. Services to consumers include dial-up and broadband Internet access, web space hosting and email together with other accessory services. Consumer services are delivered to individual clients and small businesses.

Responsibility
Coollink has adopted five customer services related principles that guide how we do business responsibly wherever we operate:

1. We will deliver quality, value and excellent service to you every time.
2. We will deliver quality and value for money, and always endeavour to put you, the customers first.
3. We will always utilize responsible marketing practices.
4. We will make sure that our customers can make informed choices based on honest and straightforward information we provide.
5. We will protect the confidentiality of information given to us by our customers in keeping with Section 146 of the Nigerian Communications Act, 2003 .

Ethics
Coollink always conduct our services honestly and honorably, and expect our clients and suppliers to do the same. Our advice, strategic assistance and the methods imparted through our training, take proper account of ethical considerations, together with the protection and enhancement of the moral position of our clients and suppliers.

Professional conduct
Coollink conducts all of its activities professionally and with integrity. We take great care to be completely objective in our judgement and any recommendations that we give, so that issues are never influenced by anything other than the best and proper interests of our clients.

Provision of Coollink services
Coollink provides a range of Internet services that can be bought either directly from Coollink or from a Coollink Authorized Reseller in selected Nigeria towns and cities. The Coollink service is provided from our Network Operating Centers which control the Coollink network.

The coverage and capability of the Coollink service network is constantly being improved. You can get more information about our network coverage from the Coollink Office by calling extensions 154 and 155 or by visiting www.coollink.us.

Conduct of authorized resellers  
Coollink Authorized Resellers will, before making a sale or provision of the service, advise the user on the method of payment preferred by the Coollink Authorized Reseller; the refund or exchange policy applicable to the sale and the legal jurisdiction, if any, which applies to the sale.

In relations to sales of its services, Coollink Authorized Resellers will make the following information available to the user before a sale is concluded

• Specifications of the operating system, software and hardware required to run the service efficiently.
• Any specification or characteristic of the product which might reasonably be expected to be relevant to the user's decision to buy the product if that specification or characteristic is materially different from the specification or characteristic that a reasonable user might assume the product to have based on information supplied by Coollink previously.
• The costs which the user will incur as a result of the purchase, including telephone bills, recurrent subscription charges and other costs.
• The time within which the product will be delivered to the user.
• A copy of the Coollink Subscription Agreement or any other applicable terms and conditions of sale.

Duty of care
Coollink's actions and advice will always conform to relevant law, and we believe that all businesses and organizations, including this service, should avoid causing any adverse effect on the human rights of people in the organizations we deal with, the local and wider environments, and the well-being of society at large.

Replies to correspondence
Coollink will aim to respond to all correspondence within five (5) working days of receipt.

Quality of Service
All other factors being present, Coollink guarantees 98% uptime for all its data access services. Coollink is however not able to guarantee service access speeds. These can be affected by a wide range of factors outside of our control. Web access and download speeds will be affected by other users on a global scale.

If a fault occurs in our systems, we will inform our customers by the most feasible means and in the least time possible. Our target for fixing faults is no more than 24 hours and usually we will be able to resolve all faults within that period. Where customer connections are provided over circuits not owned or managed by Coollink, service disruptions and fault fixes may take longer than 24 hours. Coollink will do all that it can to liaise with you and the line connection provider to ensure that faults are fixed within the shortest possible time.

We may have to suspend service without prior notice; however this would only be for circumstances beyond our control such as emergency maintenance, an act of government or an act of God. While Coollink will always try to ensure that any suspension causes minimum inconvenience we are unable to accept any responsibility for financial or consequential loss that you may suffer as a result.

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