Coollink Customer Services
We operate a Customer Services helpline on extensions 154 and 155 of the Coollink telephone numbers. To help you find your way when using the system, there are a number of support options from which you can choose from.

Technical Support Helpline
Coollink provides a Technical Support Helpline facility which can be accessed from 08.00 to 22.00 Hours seven days a week (except Public Holidays). All customer fault complaints are dealt with on the telephone except if customer comes in person to the Coollink office. Calls are charged at the regular call rate by your telephone provider.

Intellectual property and moral rights
Coollink retains the moral rights in, and ownership of, all intellectual property that we create unless agreed otherwise in advance with our clients. In return we respect the moral and intellectual copyright vested in our clients' intellectual property.

Confidentiality of information
Coollink and Coollink Authorized Resellers hold customers' personal information in strict confidence. All employees observe a code of practice that regulates the disclosure of information about customers that they might gain as part of doing normal business with you.  

Escalation procedure (How to complain)
If you want to make a complaint, firstly you should call Customer Services and speak to us to discuss any problems you may have. In most cases your query will be answered immediately. If you have a difficulty that is not resolved to your satisfaction, please ask to discuss it with the Business Development Manager, Coollink. If it is still not resolved to your satisfaction, please ask to discuss with the Technical Manager, STEAM Broadcasting and Communications Limited. If it is still not resolved to your satisfaction, please ask to discuss with the Managing Director, STEAM Broadcasting and Communications Limited.

Adjudication
Coollink is committed to resolving any difficulty quickly and amicably. However, if we are unable to reach an agreement, the Nigerian Communications Commission (NCC) is the next arbiter in all issues relating to communications in Nigeria. This gives you a fast, free and impartial resolution to any dispute that does not involve a complicated issue of law. We are obliged to comply with any decision that the NCC makes.
However, if you are still not satisfied with the outcome, you can refer your case to the exclusive jurisdiction and venue of the High Court, Lagos. You can get a guide to dispute resolution procedures from the NCC.

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.