Policies

1.     ntel respects your right to choose the promotional messages you may wish to receive.

2.    There is a DND (Do not disturb) service available to you at no cost.

3.    To avail yourself of this free service, please text HELP to 2442

4.   You may choose to call our customer care line: 0700 ntel live (0700 6835 5483) to indicate your DND preference.

5.    Any selected category on the DND preferences will be removed from your list of possible promotional messages.

FAIR USE POLICY

1. ntel means NatCom Development & Investment Ltd trading under the brand name ntel. ntel and NatCom may be used interchangeably under this policy.
2. At ntel, our goal is to give each customer the fastest broadband data service possible at the best value for money.  We strive to develop services, plans and policies to make that possible.
3. As part of our efforts to provide the best experience to all our customers, ntel has created this Fair Use Policy.  This Policy sets out important requirements pertaining to your use of ntel’s services. It has been designed to help ensure the best broadband data speeds for the vast majority of our customers, while minimizing any inconvenience caused by our network management practices. It also discloses information about ntel’s network performance, network management practices and network security.
4. This Policy shall apply to all our customers (pre-paid and post-paid).
5. To ensure that all customers have equitable access to ntel’s network, ntel has defined usage levels that govern the amount of data that a customer can upload and download within stated periods of time as described further below:

• Unlimited Plans:  If you subscribe to an ntel price plan, service or feature that is described as unlimited, you should be aware that such unlimited plans remain subject to ntel’s Fair Use Policy. If your usage of our unlimited plans is greater than a predefined amount (the data threshold) during your bundle validity period, your speed of internet access may be reduced relative to other users.
• Approximate Data Usage Examples:  heavy usages such as video streaming will use up data faster than normal business activities like emails, word/document processing, general browsing including online shopping and internet search/research activities. Network Performance:  The actual speeds you experience may vary depending on a number of factors, including the type of device you are using, the websites or applications you are accessing, the time of day, network congestion and other factors in the transmission path between your device and the Internet.  You may also experience slower network speeds if an area is experiencing more data usage than normal, which overburdens the area’s network resources.  Coverage limitations may also affect your actual network speed.  Coverage can be affected by such things as terrain, weather, foliage, buildings, signal strength, customer equipment and other factors. Coverage indoors may also vary.
• Network Management and Security:  To help ensure equitable access to ntel’s network for all customers, ntel has implemented some network management systems and policies.  ntel has also implemented key technologies to more efficiently transmit data.  Presently these technologies include caching and re-prioritizing data. Over time, they will include delivery of content “just in time,” compressing data and re-sizing video for individual devices, which may affect the appearance of the content being displayed.

6. To ensure that peer-to-peer traffic (P2P traffic refers to network traffic generated when two or more devices are connected and share resources without going through a separate server) does not unreasonably hamper our customers’ ability to access the Internet, we limit the aggregate bandwidth available to peer-to-peer traffic to a fixed, but variable, percent of total bandwidth available during periods of peak usage.  As a result of this aggregate bandwidth limitation, customers seeking to send or receive peer-to-peer traffic during peak periods may experience significantly slower data speeds compared to other types of traffic.
7. ntel allows use of all 4G/LTE devices that are configured to operate on ntel’s network, that can receive an ntel signal and that have been issued with a SIM card that is duly registered and activated for the ntel network.
8. Other than as mentioned above, with respect to peer-to-peer traffic, ntel’s network management practices are agnostic to the content that traverses its network and to the websites that provide that content.  Notwithstanding the foregoing, ntel may block outright in accordance with the Commission’s directive and or International best practices or reduce the priority of traffic that violates its Fair Use Policy.
9. ntel designs and manages its network in a manner intended to enable the delivery of quality service regardless of the specific applications you are enjoying at any given time.  Nevertheless, as with any service that makes use of shared network capacity, it is possible that heavy use of, including but not limited to, file transfers, online gaming, streaming during periods of network congestion or simultaneous heavy use of Internet access could impact the throughput speed at which online content is delivered to your device.  ntel monitors network usage and seeks to augment capacity as necessary to enable customers to use all our services with minimal adverse impact from network congestion.
10. Customers are only entitled to use our services for personal purposes and not for resale. ntel reserves the right to impose network protection controls, change the priority of, suspend or block your access to services, or disconnect you if the volume of traffic generated by your device is excessive and/or not in keeping with that reasonably expected of a private individual without prior notification.
11. ntel may revise this Fair Use Policy at any time by posting a new version of this document on ntel.com.ng/policy or any successor or other URL(s).  Revised copies of this Fair Use Policy will become effective immediately upon posting.  Customers are therefore invited to visit ntel’s website regularly.
12. ntel also reserve the right to limit or suspend service to anyone who uses or attempts to use the service in any way that is fraudulent or any manner that may have negative consequences on its business including but not limited to actions or inactions that may attract any sanctions or penalties from law enforcement agencies or private persons who may be injured by your use of the service.
13. The conditions set out in this fair use policy is based on bundles used within Nigeria. Any use when you are abroad will be charged at the relevant international rates.

For ntel’s current price plans please visit: ntel.com.ng/plans/

1. Users must observe intellectual property (IP) rights including, copyright laws as they apply to software and electronic forms of information.

2. Users must not violate copyright laws or carry on any illegal activities, using the ntel network. This includes using ntel’s network, computing facilities and resources, to receive, transmit/retransmit, duplicate, destroy, or tamper with software or data, whether stored or transmitted, unless authorised by copyrights holder, licensor, and any applicable law to do so; which laws include but are not limited to Copyright Act Cap.C28 (LFN 2004) and all other applicable local and International laws. Examples of protected materials include written material, sound files, motion pictures, photos, animations, and software not originally created by the User.

3. ntel reserves the right to disclose, upon demand by any statutory or duly authorised bodies and persons without notice to the User in accordance with any law or regulation in force in Nigeria at any point in time or applicable international guidelines, rules or regulations, any private or confidential information about a User in its domain in relation to an IP infringement, queries associated to such user.

4. ntel reserves the right to disclose to appropriate authorities any violation of intellectual or cyber rights by a User, and stands indemnified to the full extent by the User of such infringement or violation.

5. ntel reserves the right to interrupt or suspend services to a User, without notice if ntel discovers or has cause to believe that its services is being used or have been used for any improper or unlawful purpose or commission of any form of IP infringement by the User.

Statement

Thank you for trusting us with your personal information (PI). We respect the fact that you hand us your PI and we want you to know that we use it according to the law and do not abuse your trust.  We have an obligation under the Nigeria Data Protection Regulation (NDPR) 2019 to inform you of the PI we collect from you, how we collect it, the basis for collecting it and the use we put it to.  We also have to tell you your rights under the NDPR.

ntel is a communications provider in Nigeria with a national carrier, international gateway and mobile licenses. We are a data controller. From the start of our relationship with you, we collect your PI which we use to provide our products and services to you. The kind of PI we collect is determined by our relationship with you. We want you to know that we will treat your PI with confidence, secure it against hackers and that it will always be available.

This privacy policy explains in detail how we use your PI. It explains what we will do as soon as you request a service from us, who we may share your PI with and what we do with your PI up till the time we delete it. It also applies to marketing other products which we think may be of interest to you.

We collect your PI at the point you request a product, a service or offer to enter other relationships with us. When we collect your PI, we use it under four legal bases.

Firstly, if you request a service from us, we will process your information so that we can provide that service to you and bill you for it. When you apply for a job, you submit your PI which we use to process your application. This is called contract.

Secondly, we may want to use your PI for other reasons (for instance when you have given your consent for its use in a certain way and we decide to use it in another way, we will seek your consent. if that is the case, we will ask and obtain your consent. This will mean that you will sign a form or tick a box or talk to us on the phone. You are also entitled to withdraw your consent at any time. This is called consent.

Thirdly, as a business, we may assess our use of your PI and make a decision that our use is necessary and fair and does not remove your right to privacy. This is called legitimate business interest basis.  It may be that we have a legitimate business interest to protect the intellectual property of our business (for instance protecting proprietary business information). Where we have legitimate business interest to use your PI, we will not seek your permission to use it.

Fourthly, some laws place obligations on us to share your PI for the security of the state for instance the Cyber crime Prohibition Prevention Act 2015, we may be required to share your PI to substantiate certain claims against money laundering or to prove we are complying with a certain regulation. When we have such legal obligation, we will not take permission from you to use your PI.

This policy sets out the option you have to object to certain ways we process your PI for instance, you always have a right to object to direct marketing from us or profiling. It also sets out the mechanism in place for you to exercise this right. We owe you a duty to take care of your PI and by this policy we state the measures we put in place to hold ourselves accountable for this information.

The Policy

Who the Policy Affects?

It is in your interest to study this privacy policy carefully because it defines our relationship with you. It applies to the products and services we provide you such as (Airtime and data) our apps and websites. It applies to you if you are one of our website visitors, individual consumers, sole trader, partnership customers, consultants, staff of a government agency we work with, staff of the public and private companies we work with.

It also applies to you if our relationship with you is indirect such as when you call our customer experience team to make inquiry about our services or products.

What not to Expect

This policy is ntel’s policy, it does not apply to any other organisation that might offer service on ntel’s website such as a payment channel. When you move from ntel’s website to such websites, an interactive message asking you to take an action may pop-up. They may use technologies like cookies and tags. Do well to read these companies’ privacy policy because they might collect your PI to provide service to you.

Who we are?

In addition to the information about us above, we have agents partnering with us to provide communication products and services in Nigeria. These independent entrepreneurs are covered by this privacy policy. In originating or terminating your calls via the SAT-3 submarine cable, we share ownership of this cable with 47 other telecom operators. These operators have their own policies.

We review our privacy policy regularly as the need arises.

Your rights

Accessing and updating your Personal Information that we hold

You have a right to access and update the information we have about you. You can make this request in writing to care@ntel.com.ng, experience@ntel.com.ng. We will ordinarily provide this information at no cost. When you make a request to know what information we hold of you, we will acknowledge your request, once received. We will authenticate your identity before providing that information. Let your request have a basis. Then give us a month to respond to your request. Do not ask information about another person. Once we acknowledge your request, do not continue to make the same request as this can be termed repetitive. We will do our best to give you answers regarding your PI that we hold but do not continue to make requests when we are working on your request or when we have given you a response based on our records. If we decide that your request has no basis or that it is repetitive or based on malice, we may refuse to give that information or charge you an administrative fee to give that information.

When we refuse to give you information or charge you for it, for any of the reasons stated above, we will still respond to you but our response will contain our reasons for refusing and your right to complain to the National Information Technology Development Agency (NITDA) or to apply to court. NITDA is the data protection authority in Nigeria. You can find NITDA’s address below.

Right to erasure

You have a right to request that your PI which we hold be erased from our systems. This right is only available when we are providing a consented service to you. If for instance, we ask for your permission to bring targeted advertisement to you and you agree, you can always opt-out of this service. If we get your permission to profile you, you may decide at any time to opt-out of this service. You can stop us by activating ‘do-not-disturb’.

There are other bases that we may be processing your PI that may not entitle you to exercise your right to erasure. If for instance we have an obligation under the law to hold your PI for audit and tax purposes or for the security of the state or for doing an act for the public, we will not be able to erase your PI.

Right to data portability

You can request that we transfer your data to another provider.

Right to stop processing

We aim to provide our products and service with respect to your PI and that of others, given this, when you ask us to delete your PI from our system this request may not immediately be carried out on our servers or our back-up systems. We may still keep some of the information to fulfill this request for instance we need to keep your email to ensure it is not on our marketing list. We may keep your phone number to confirm that it is not on our list. We may also keep it to prove compliance to legal requirements.

Remember that whatever request you make, may be declined if the rights of other persons will be breached by performing your request or the law precludes us from doing so. The one month we have within which to respond to you may be extended if we get too many requests. But whatever is the case, we will let you know.

When you are not satisfied with the way we process your data, or you have general inquiries about the way we use your PI, you can reach us on:

Address: 24 Chris Alli Crescent, 2^nd Avenue Estate, Ikoyi, Lagos

Phone Number: 070068355483

E-mail: care@ntel.com.ng, experience@ntel.com.ng

If you still feel unsatisfied after our resolution of your complaint, you have a right to complain to NITDA about your dissatisfaction.

You can write to NITDA on:

No 28, Port Harcourt Crescent, off Gimbiya Street P.M.B 564, Area 11, Garki Abuja, Nigeria

Phone: +23492920263

Mobile: +2348168401851, +2347052420189

Email: info@nitda.gov.ng

Website: nitda.gov.ng

What information we collect and what we use it for?

The PI we collect depends on the products and services we provide you and how you use them. Below we explained the varied ways we use your PI and the type of PI we collect in that occasion as follows:

1. To provide products and services to you

We collect your PI when you register to purchase a product or a service from us or when you open an online account with us or download our app. We collect PI when you call a customer care agent to resolve communication issues for you. We also collect PI through the following social networking platforms:

• Facebook – https://www.facebook.com/ntelng
• LinkedIn – https://www.linkedin.com/company/10175549/
• Twitter – https://twitter.com/ntelng
• Instagram – https://www.instagram.com/ntelng/

When you do any of the above, we will:

• Record details of products and services you use or order.
• We will use your contact details to send you information about your purchase and tell you about any service that might affect your service.
• Update you on delivery, activation, connection or installation of your products and services.
• Enable you to create and login to an online account we manage.
• Filter any content you ask us to.
• Give information to another communications service provider if you are buying products from both of us.
• Charge you and make sure your payments reach us.

The kind of PI we collect for the above activities are:

• Your contact details and other identification information that confirms who you are and our communications with you. This may include your name, address, gender, phone number, date of birth, email address, password, other credentials such as security question and answers we have on your account.
• Your payment and financial information
• Your communications with us including emails, phone calls and web-chats

2. To fulfill our legitimate business interest

In other to function efficiently and effectively as a business, we may have to use your PI. We may use it on this basis for the following reasons:

• To identify and let you know about the products and services available and which may be of interest to you.
• When your IP address is run on our IP transit and IP access services which we offer through our Sat- 3 technology.

To provide these services, we will:

• Create a profile about you to better understand you as a customer and tailor the messages we send to you. For instance, we might suggest more suitable products based on what you purchased.
• We can work with other business brands to show you relevant adverts.
• Share your PI within the organisation with our sales outlets or administration.

• Create aggregated information for further use (for instance to measure sales or measure staff retention)

We will use your PI to create aggregated information to:

• Make sure our network is working properly and continuously improve and develop our network, products and services for our customers.
• Create management reporting and corporate reporting, research and other analytics and to improve the business.
• To provide regulatory organisations like NITDA with aggregated information.

The personal information we use to generate aggregated data are:

• Your gender, address and date of birth.
• Information about what you buy from us, how you ordered it and how you paid for it for example data plan ordered online and paid monthly.
• Information from tags and cookies placed on you device.
• Details of products and services you have bought and how you use them like your voice call, data and fixed line service.

• To detect and prevent fraud

We will use your PI to detect and prevent fraud on our network. We monitor traffic over our network, trace nuisance or malicious calls and track malware and cyber-attacks. If we notice any irregularity, we may report this to law enforcement authorities. We do this to secure and protect our network and business and to comply with regulations.

• To meet our regulatory obligations

As communications service providers, we have a regulatory obligation to support law enforcement agencies to investigate crimes. If the police or EFCC or other security agencies make a request that we share your PI to help in solving crime or preventing crime, we will. The PI they will usually ask for are:

• Your contact details. That is your name, gender, date of birth, address, phone number, email address, biometric data.
• Your communications record with us such as calls, emails and web-chats.
• Your payment information.

Sharing your personal information

We have sales outlets – these are independent businesses that sell our products. When you want to purchase a product from our website, you may be redirected to one of these outlets. We use other organisations like Interswitch as a payment gateway. These organisations process payments for us. We have a legal obligation to file tax returns. We are required under the NDPR to file audit reports.

All ntel outlets have strict instructions not to sell your PI. Staffs are trained not to share your PI unlawfully.

Protection of your personal information and storage

The PI we collect from the website is stored on our data centre which is physically and logically secured. When you contact us through our social media handle, the PI you supply is stored on the server of those websites. These sites have processing agreement that bind them to implement appropriate technical and organisational measures to protect your PI. When we share your PI with government organisations, we check that they implement security measures to protect your PI.

We use physical and technical measures to secure your PI that we use. We ensure that all of our staff who handles your PI is regularly updated with information about the security of your PI.

The duration for the storage of your PI depends on what we need the information for. We will keep the following information:

• A summary of your bills for;
• Your contact details during the time that you use our services or buy our products;
• Details of any dispute;
• Detail of your employment for as long as necessary to fulfill our legal obligations.

We only keep information that is necessary to carry-out the reasons why we process your PI. Once we realise the purpose for processing your PI, we delete it.