EARS Nigeria Limited

01/01/2026

31/12/2025

EARS NIGERIA LIMITED
INDIVIDUAL CONSUMER CODE OF PRACTICE (ICCP)
(Prepared Pursuant to the Nigerian Communications Commission Consumer Code of Practice Regulations, 2007)

Corporate Information
Company Name: EARS Nigeria Limited
Service Category: Value-Added Services (Automated Vehicle Tracking Service Provider)
Regulator: Nigerian Communications Commission (NCC)
Office Address: 3rd Floor, Olatunji House, 299 Ikorodu Road, Maryland, Lagos
Customer Service Email: [email protected]
Hotlines:
CEO/Managing Director: 0703 627 5038
Customer Hotline: 0802 306 0156
Control Centre: 0805 399 9993

INTRODUCTION
EARS Nigeria Limited (“EARS Nigeria”) is duly licensed by the Nigerian Communications Commission (NCC) to provide Automated Vehicle Tracking Services (AVTS) under the Value Added Service category.
This Individual Consumer Code of Practice (ICCP) is published in compliance with the Consumer Code of Practice Regulations 2007, which require all licensees to maintain a Consumer Code addressing:
1.Provision of information to consumers
2.Advertising and representation of services
3.Consumer billing, charging, collection and credit practices
4.Consumer obligations
5.Protection of consumer information
6.Complaint handling
EARS Nigeria is committed to professionalism, corporate integrity, service excellence, and full compliance with the laws and regulations governing its operations.

DEFINITIONS & INTERPRETATION
Unless otherwise stated, all terms used in this Code have the same meaning ascribed to them in the General Consumer Code of Practice and NCC regulations.
“Consumer/Customer” refers to any individual or organisation that subscribes to or uses EARS Nigeria’s services.
“Quality of Service Regulations (QoS Regulations)” refers to the NCC Quality of Service Regulations 2013 applicable to licensees providing relevant services.

1. PROVISION OF INFORMATION TO CONSUMERS
a. Description of Services
EARS Nigeria provides the following licensed Value-Added Vehicle Tracking and Management services:
Automated Vehicle Tracking
Fleet Management Solutions
Field Service Management
Tracking & Stolen Vehicle Recovery Assistance
Detailed service descriptions are available in brochures, contracts and upon request.

b. Service Contracts
A copy of the service contract shall be provided to Consumers upon request.
All terms shall be written in clear, plain and easily understandable language.
Approved versions of this Code shall also be made available to Consumers.

c. Pricing Information
Pricing details shall be agreed upon before service activation and shall include:
Applicable fees or charges
Basis of charge calculation
Billing frequency
Whether fees are subject to change and how changes shall be communicated

d. Contract Terms and Termination
Service contracts shall clearly specify:
Start date
Minimum contract period (if applicable)
Early termination conditions and penalties (if any)
Renewal terms
Installation, connection and decommission terms
Refund and return policies

e. Product Warranties and Maintenance
Where applicable, Consumers shall be informed of:
Any warranties attached to devices/equipment
Duration of warranty
Procedures for obtaining warranty service
Availability of maintenance services

f. Fault Repairs and Service Interruption
Faults may be reported 24/7 through designated support lines.
Fault resolution timelines shall comply with NCC QoS Regulations.
Planned outages shall be communicated in advance, including:
• Nature of service interruption
• Affected areas
• Expected downtime
• Compensation or remedies where applicable
g. Opting in and Opting Out
Where required, a customer may opt out of one service and opt in to another service or out of the relationship by any of the following ways:

Inform EARS of the intention to opt in or out by mail or letter or call to initiate the process.
EARS confirms the intention with client and agree modalities.
Agreed modalities are executed and process is closed

h. Subscription of Service
Services shall be provisioned within the timeframes stipulated by NCC QoS Regulations.
Provisioning delays caused by Consumer factors (e.g., credit-worthiness, access constraints) are exempt from liability.

2. ADVERTISING AND REPRESENTATION OF SERVICE
a. Availability of Services
Marketing materials shall disclose:
Any geographical limitations
Technical constraints that may affect service performance
Restrictions on availability for particular groups, periods or areas

b. Advertising of Packaged Services
Where services are offered as a package:
All components shall be supplied as advertised.
If any component may not be available, this must be clearly disclosed.
Pricing information shall include minimum total charges and applicable terms and conditions.

c. Internet Connections
Where any service depends on internet connectivity, Consumers shall be informed of minimum connection requirements and third-party dependencies.

d. Disclaimer
All advertisements shall be:
Clear, accurate and non-misleading
Compliant with NCC advertising standards
Based on verifiable performance capabilities
EARS Nigeria is not liable for service disruptions caused by circumstances beyond reasonable control.

e. Telemarketing
Telemarketing shall comply with NCC rules and Do-Not-Disturb (DND) provisions.
Consumers may opt out at any time.
Representatives must identify the company and purpose of the call.
EARS shall not send unsolicited SMS to clients

3. CONSUMER BILLING, CHARGING, COLLECTION AND CREDIT PRACTICES
a. Billing Information
Invoices shall contain:
Consumer name and billing address
EARS Nigeria’s business name, address and registration number
Unique invoice number
Invoice date and billing period
Service description
Itemized summary of charges
Discounts/credits
Total amount payable
Payment due date
Payment methods
Contact channels for billing complaints

b. Itemization of Charges
Consumers shall have access to itemized bills either directly or on request.

c. Timing for Issuance of Bills
Bills shall be issued within 30 days of the close of each billing cycle.

d. Receipts and Consumer Payment Advice
Consumers shall be provided with:
Electronic or physical receipts
Accessible verification records for all payments

e. Billing Frequency
Changes to billing frequency require written notification of at least twice the existing billing period.

f. Non-Payment of Bills
Actions may include:
Reminders and follow-up contacts
Reporting to NCC
Suspension or disconnection (after due notice)
Actions shall be fair, proportionate and non-discriminatory.

g. Prepaid Services (If applicable)
Prepaid Consumers shall be informed of:
Tariffs and validity periods
Recharging procedures
Usage notifications (where available)

4. CONSUMER OBLIGATIONS
Consumers shall:
Provide accurate registration information
Maintain their equipment in good condition
Pay charges promptly
Follow service usage guidelines
Grant access for installation, maintenance or retrieval when required
Use services lawfully and refrain from fraudulent or abusive activities

5. PROTECTION OF CONSUMER INFORMATION
a. Data Gathering
Consumer data shall be collected lawfully, transparently, and only for service-related purposes.

b. Data Storage
EARS Nigeria shall:
Ensure secure storage of consumer information
Prevent unauthorized access
Comply with relevant data protection laws

c. Data Sharing
Data shall not be shared with third parties except:
With Consumer consent
As required by law
For service provision within confidentiality obligations

6. COMPLAINT HANDLING
a. Information to Consumers
Consumers shall be informed of:
Their right to lodge complaints
Available complaint channels
Documentation requirements
Tracking methods
Information will be clear, accessible and available in multiple formats.

b. Special Needs
Consumers with disabilities or special needs shall receive reasonable assistance to lodge complaints.

c. Complaint Processes
Channels for complaints include:
Email: [email protected]
Office visits (Mon–Fri, 9am–5pm)
Hotlines: 0703 627 5038, 0802 306 0156, 0805 399 9993
Additional provisions:
Complaints acknowledged immediately or as received
Expected resolution timeframe communicated
Maximum resolution period: 3 calendar months
Escalation to a senior representative where necessary
Consumer notified once all internal processes are exhausted

d. Charges
Complaint handling is free.
Record retrieval older than 12 months may attract a charge with prior consumer consent.

e. Further Recourse
Consumers may escalate unresolved matters to NCC.
After 60 days of unresolved complaints, EARS Nigeria must notify Consumers of this right.

f. Action on Disputed Charges
No disconnection or credit management action shall be taken while a billing dispute is under investigation.

g. Data Collection and Analysis of Complaints
EARS Nigeria shall:
Maintain complaint logs
Analyse recurring issues
Use complaint data to improve service delivery

h. Changes to Complaint Handling Processes
Consumers shall be notified promptly of any modification to complaint procedures.

i. Retention of Records
Complaint records shall be retained for a minimum of 12 months after resolution.

31/12/2025

As we bid 2025 goodbye, we wish to appreciate all of you who made the year wonderful and fruitful for us. We say a very big THANK YOU.
We wish you a very prosperous 2026

13/02/2025

For the LORD will pass through the land to strike down the Egyptians. But when he sees the blood on the top and sides of the doorframe, the LORD will pass over your home. He will not permit his death

26/01/2025

January 2025 is winding up and the race through 2025 is going into overdrive. If you don't get into action now, you may be left behind. How clear and specific are your objectives for 2025?.
We wish you a wonderful year.

05/01/2023

Today we celebrate the grace of God that has helped keep us in business and all our numerous and very valuable clients who have been with us these 20 years. We are grateful for your patronage and you very valuable to our success.
THANK YOU ALL

02/01/2023

Thank God you made it into 2023. We appreciate you for your support and custom in 202 and pray that you and your business will grow and do better in 2023.
From all of us at EARS Nigeria Limited, we wish you a fantastic and productive 2023.

03/11/2022

A client requires the services of a truck driver for immediate employment. The preferred candidate must fulfill the following requirements
1. Live in Lagos
2. Has a valid D/L and LASDRI card
3. Ability to communicate fairly in English
4. Be able to read and write
5. Be conversant with Lagos traffic and roads
6. Not older than 50 years of agr
If you fulfill the above please send your application and driver's license to the inbox here.
Only the candidates who meet our criteria will be contacted please.