CUSTOMER CHARTER

Your rights. Our commitments.

1. Our Commitment to You

We are committed to providing reliable, transparent, and customer-centric services to all End Users and Customers. This page outlines our service commitments, your rights as a customer, and how we handle complaints – in line with applicable regulatory requirements.

2. Service Commitments

We commit to:

• Providing accurate and transparent information on our services, tariffs, and terms and conditions.
• Delivering services in a professional, timely, and non-discriminatory manner.
• Ensuring continuity and quality of service in line with industry standards.
• Maintaining the confidentiality and security of customer information.
• Offering accessible customer care channels, through our Stores and Digital touchpoints such as CARE+ and Webstore.

3. Customer Rights

As a Progresif customer, you are entitled to the following rights:

3.1 Billing and Payments

• You are only responsible for paying bills or invoices issued directly by us.
• Where services are provided in collaboration with third parties, payment shall only be made to us, unless otherwise expressly stated.
• All customers, whether prepaid, postpaid, or Home WiFi, may access detailed billing information via CARE+ and receive it at their registered email address.
• Requests relating to billing information for the most recent three (3) months from the latest issued billing period will be accommodated. Any applicable fees or tariffs for such requests will be communicated to the Customer in advance and applied on a fair and uniform basis.

3.2 Service Suspension, Re-activation and Continuity

• Prepaid customers are allowed to reactivate their account within 90 days from the expiry of the last validity period, subject to prevailing terms and conditions.
• Enterprise customers may contact their assigned Enterprise Relationship Manager or email enterprise@progresif.com for assistance relating to service suspension, re-activation, service continuity, or service-related enquiries.
• Customers may request for their service or infrastructure to be placed on a temporary out-of-service basis, subject to the applicable terms and conditions. Requests for service suspension, re-activation, or service changes will be processed upon submission of a completed service request form or an official written request (e.g. supporting letter or email) issued by an authorised representative of the customer’s company.
• Service suspension, re-activation, and service continuity will be carried out in accordance with the applicable service agreement, contractual obligations, and prevailing service terms.

3.3 Customer Conveniences

We provide the following services without any additional incidental charges:

1. Access to customer care services (Stores, Webstore and CARE+).
2. Access to emergency communications to designated directory numbers.
3. Report service issues, care support, technical support, and lodging complaints.
4. Site inspection from our service provider, Unified National Networks (UNN) prior to any Home WiFi installation.
5. Service-related visits, re-installation in the event of service deficiency.
6. Generation and access to billing invoices through the CARE+ app or via the customer’s registered email address, excluding prepaid customers.
7. Acknowledgement of all payments received from customers.
8. Access to top-up or add-on services via Progresif, subject to applicable service charges.
9. Access to your CARE+ account to view and manage your services and bills.
10. Enterprise Customers will have access to dedicated Enterprise support coordination through assigned Enterprise Relationship Managers to support service management and account-related enquiries.
11. Enterprise Customers will have access to consolidated service and billing information based on the agreed Enterprise service and billing arrangement.
12. Enterprise customers will be informed of planned maintenance or service-impacting activities through agreed communication channels where applicable.
13. Enterprise services are delivered based on agreed service contracts, with dedicated service support, escalation management, and service governance frameworks designed to support enterprise service reliability, transparency, and customer experience.

4. Complaint Handling

• We are committed to resolving complaints fairly, promptly, and transparently.
• Complaints may be lodged via our Customer Care hotline via 177, WhatsApp hotline +673 8220177, or any other designated channels, including Stores, Progresif social media accounts.
• All complaints will be acknowledged upon receipt. Complaints that are resolved immediately at the point of contact will not be logged as tickets in Progresif’s records.
• We will investigate and respond to complaints within three (3) working days in accordance with our internal procedures and regulatory guidelines.
• Where immediate resolution is not possible, customers will be informed of the progress and expected resolution timeline.
• Customers may escalate unresolved complaints in accordance with our escalation process or to the relevant regulatory authority, where applicable.
• Enterprise customers will be supported through a dedicated Enterprise escalation and support framework aligned to their service agreement and service criticality.

5. Review and Updates

This Customer Charter may be reviewed and updated from time to time to ensure continued compliance with regulatory requirements and improvements in service delivery. Any material changes will be communicated through our official channels.

Last updated: 30^th April 2026