Customer Charter

About Novo and the Purpose of this Charter

1. About Novo Communications Limited

Novo Communications Limited provides public telecommunications and related customer services in Trinidad and Tobago. This Customer Charter summarises the Company's customer-facing commitments and the key information customers need to make informed decisions about our services.

2. Purpose of this Customer Charter

This Customer Charter provides a clear, practical, and accessible summary of Novo Communications Limited's customer-related policies, procedures, and commitments. It supports customer awareness of rights and obligations and should be read together with the customer agreement, customer application form, pricing structure, privacy policy, and any service-specific terms issued to the customer.

Where there is a conflict between this Charter and an approved contract or applicable law or regulatory requirement, the approved contract and applicable law or regulatory requirement will prevail.

3. Services and Customer Information

Novo Communications Limited will provide customers and prospective customers with clear and up-to-date information on the services offered, including the applicable package, installation requirements, service charges, contract term, equipment requirements, customer responsibilities, and any relevant limitations or conditions.

• Internet packages and related telecommunications services offered by the Company.
• Entertainment or subscription-related packages, where applicable.
• Customer premises equipment or other Company-provided equipment required to deliver the service.
• Current tariffs, fees, and applicable charges through customer documents, the website, and direct customer support channels.

4. Contract Terms, Service Activation and Changes

Customers will receive or be given access to the applicable customer agreement and pricing information before service is activated. The agreement identifies the customer, the Company, the service selected, the applicable term, payment obligations, termination rights, and any applicable charges or penalties.

• The standard contract term reflected in the current customer agreement is one (1) year for Internet packages and one (1) year for Entertainment packages.
• Automatic renewal does not apply. Before the contract ends, Novo will contact the customer to choose whether to renew, switch to a monthly plan, or cancel without penalty.
• If the customer does not respond before the end of the term, the service may continue on a month-to-month basis and pricing may be updated with at least thirty (30) days' notice, where required.
• Customers may request a shorter contract or no-term option during sign-up, subject to pricing that fairly reflects any installation discounts or subsidies provided.

Novo Communications Limited may update services, pricing, support hours, equipment requirements, or customer documents from time to time. Where required by law or regulatory guidelines, the Company will provide at least thirty (30) days' advance notice of such changes.

Billing, Payment, Service Suspension, and Credits

5. Billing and Payment

Novo Communications Limited is committed to fair, clear, and accurate billing practices. Customers are responsible for paying all monthly charges, applicable taxes, and regulatory fees stated in the customer agreement, application form, pricing structure, invoices, or other approved customer documents.

• Invoices are issued on the last working day of each month.
• Payment is due within fifteen (15) days of the invoice date.
• Accepted payment methods include cash, credit or debit card, cheque, online banking, and authorised payment vendors such as Bill Express.
• A five percent (5%) fee applies for returned cheques or chargebacks.
• Accounts more than fifteen (15) days late are subject to a two percent (2%) late fee.
• Accounts unpaid after sixty (60) days may be referred to collections.
• Where a customer relocates, a $200 transfer and reconnection fee applies and all outstanding amounts must be settled before service transfer.
• Where a disconnected service is reconnected before the contract ends, a $100 reconnection fee applies, along with correction of the issue that led to disconnection.

Customers who believe an invoice is inaccurate should contact the Company promptly using the complaint or customer care channels listed in this Charter. The Company will review billing disputes fairly and provide an explanation or correction where required.

6. Disconnection, Suspension and Reconnection

Novo Communications Limited may temporarily suspend, restrict, disconnect, or refuse reconnection of service where there is a valid reason to do so, including:

• non-payment or overdue charges, after applicable reminders or notices where feasible;
• suspected fraud, illegal use, network abuse, service misuse, or breach of the customer agreement;
• tampering with, damaging, relocating, or interfering with Company equipment or network facilities;
• a safety, security, regulatory, or network-integrity concern;
• planned or emergency maintenance, upgrades, repairs, or service restoration activities;
• failure to provide reasonable access to Company equipment for maintenance, inspection, repair, or recovery.

Notice will be provided where feasible, taking into account the nature of the issue, safety requirements, and the need to protect the network and other customers. Reconnection may require payment of outstanding balances, applicable reconnection or transfer fees, and correction of the issue that led to disconnection or suspension.

7. Waivers, Credits, Compensation and Pay-back Conditions

Novo Communications Limited will consider requests for waivers, credits, compensation, or pay-back on a case-by-case basis, where applicable and supported by the circumstances. Any credit or adjustment will be assessed fairly, taking into account the cause, duration, and impact of the issue, as well as the customer's account status and applicable contractual or regulatory obligations.

Credits or adjustments may be considered where service unavailability is attributable to the Company and materially affects the customer's ability to use the subscribed service. Credits or adjustments may not apply where the interruption or loss of service is caused by factors outside the Company's reasonable control, including customer equipment, customer premises wiring, power failure, customer misuse, third-party damage, vandalism, force majeure, failure to pay, or denial of access for maintenance or repair.

Where a customer received a subsidy, such as free installation or discounted equipment, and cancels before the end of the applicable contract term, an early termination fee may apply. The current customer agreement provides that this fee will be calculated proportionately based on the remaining value of the subsidy.

Privacy, Support, Complaints, and Customer Responsibilities

8. Privacy and Customer Information

Novo Communications Limited respects and protects customer privacy. The Company may collect and process information needed to provide, bill, support, troubleshoot, maintain, and improve services. This may include customer contact details, account information, service records, billing information, technical support notes, network-related information, and communications necessary to manage the customer relationship.

Customer information will be used only for legitimate business, service, billing, support, legal, safety, security, or regulatory purposes. Novo Communications Limited will not disclose customer information to third parties except where required or permitted by law, required for service delivery or billing, necessary to protect the network or customers, requested by a lawful authority, or authorised by the customer.

The Company's Privacy Policy is available through its website and customer support channels. Customers will be notified of major changes to the Privacy Policy where required by law or applicable regulatory requirements.

9. Technical Support, Repairs and Equipment Reporting

Novo Communications Limited will provide customer support for service issues, outages, repairs, and other service-related enquiries through its customer care channels. Customers may report technical issues by phone, WhatsApp, email, or in person where available.

• Customers should report faults as soon as reasonably possible and provide the account holder's name, service address, contact number, and a clear description of the issue.
• The Company may perform remote checks, provide troubleshooting guidance, schedule a site visit, or escalate the matter for repair or network investigation.
• Customers must allow reasonable access to Company equipment and service locations for installation, inspection, maintenance, repair, replacement, or recovery.
• Company-provided equipment remains the property of Novo Communications Limited unless expressly stated otherwise in writing.
• Customers must not tamper with, open, move, resell, modify, damage, or interfere with Company equipment or network infrastructure.
• Lost, stolen, damaged, or missing equipment must be reported as soon as possible, preferably within twenty-four (24) hours of discovery.

Where theft is suspected, the customer may be asked to provide a police report or other supporting information. Charges may apply for loss, theft, damage, non-return, or negligent handling of Company equipment, subject to the customer agreement and applicable law.

10. Complaints Handling and Escalation

Novo Communications Limited aims to resolve complaints quickly, fairly, and transparently. Complaints may be made by email, phone, WhatsApp, or in person using the contact details published in this Charter.

• Email: info@novocommunications.net
• Phone or WhatsApp: 336-9026, 390-3999, or 267-7998
• Other contact number: 366-0573

The current customer agreement states that the Company responds within one (1) to two (2) hours and aims to resolve complaints within two (2) business days. More complex matters may require additional investigation, a site visit, third-party support, or escalation. Where additional time is needed, the Company will provide reasonable updates to the customer.

Customers should provide enough information to assist the investigation, including the account holder's name, service address, contact number, invoice number where applicable, date and time of the issue, and a clear description of the complaint. If the customer remains dissatisfied after the Company's internal handling process, the matter may be escalated within Novo Communications Limited. Where the matter remains unresolved, customers may escalate the complaint to the Telecommunications Authority of Trinidad and Tobago (TATT).

11. Customer Obligations

Customers are expected to use the service responsibly and comply with the customer agreement, applicable laws, and reasonable service rules. Customer obligations include:

• paying invoices and applicable charges on time;
• providing accurate contact, billing, and service information;
• using the service lawfully and not using it for fraud, abuse, harassment, network attacks, illegal content, or any activity that may harm the Company, other customers, or the network;
• protecting Company equipment from loss, damage, theft, tampering, or unauthorised relocation;
• reporting faults, equipment issues, security concerns, vandalism, or service misuse promptly;
• allowing reasonable access for installation, inspection, maintenance, repair, replacement, or recovery of Company equipment;
• not reselling or redistributing services unless expressly authorised in writing.

Publication, Availability, and Further Information

12. Publication and Availability of this Charter

Novo Communications Limited will publish and maintain this Customer Charter through the following means:

• Website publication: this Charter is available on Novo's public website through a clearly accessible customer information page.
• Display at public business locations: a copy will be displayed or made accessible at the Company's publicly accessible principal place of business and customer service or business locations.
• Availability on demand: a copy will be made available to any person upon request through the Company's customer service channels. A reasonable printing or delivery charge may apply where a hard copy is requested.
• Accessible formats: where reasonably practicable, the Charter will be made available in audio, Braille, or another reasonable format for differently-abled individuals upon request.

Novo Communications Limited will review this Charter periodically and update it where necessary to keep customer information relevant, coherent, updated, and accurate.

13. Contact for Further Information

If you need further information about this Customer Charter or any customer service matter, please contact Novo Communications Limited using the details below.