CODE OF CONDUCT
1. PURPOSE
This Code of Conduct (“the Code”) establishes the standards of conduct applicable to NCW (Pty) Ltd T/A NetCom Wireless in accordance with the regulations prescribed by the Independent Communications Authority of South Africa (“ICASA”) for Electronic Communications Services (“ECS”) and Electronic Communications Network Services (“ECNS”) licensees.
The purpose of this Code is to:
• Promote acceptable standards of conduct in dealings with consumers;
• Protect the rights of consumers;
• Ensure fair, responsible, and lawful business practices;
• Promote transparency and accountability;
• Ensure compliance with applicable South African telecommunications legislation.

2. SCOPE AND APPLICATION
This Code applies to:
• Directors;
• Management;
• Employees;
• Contractors;
• Consultants;
• Sales personnel;
• Technical personnel;
• Customer support personnel; and
• Third-party representatives acting on behalf of NetCom Wireless.

This Code applies to all NetCom Wireless services, including:
• Wireless Internet Services (WISP);
• Fibre Internet Services;
• VoIP Services;
• Managed Network Services;

• ICT Infrastructure Services; and
• Related electronic communications services.

This Code shall form the basis of operational conduct throughout NetCom Wireless in accordance with ICASA regulations.
3. KEY COMMITMENTS
In accordance with ICASA regulations, NetCom Wireless commits to:
• Act in a fair, reasonable, and responsible manner in all dealings with consumers;
• Ensure that all services and products comply with applicable licence conditions and legislation;
• Not unfairly discriminate against consumers;
• Display utmost courtesy and care when dealing with consumers;
• Provide consumers with accurate information regarding services, pricing, and applicable terms;
• Provide guidance to consumers regarding their service requirements where reasonably possible;
• Protect the confidentiality of consumer information;
• Inform consumers of their rights to lodge complaints and escalate disputes to ICASA where applicable.

4. CUSTOMER RIGHTS
NetCom Wireless recognises the following customer rights in accordance with ICASA regulations:
Customers have the right to:
• Be provided with services without unfair discrimination;
• Choose their service provider freely;
• Receive information in understandable language;
• Access information and records relating to their services;
• Protection of personal information and confidentiality;
• Lodge complaints;
• Receive fair resolution of disputes;
• Receive transparent billing and pricing information;
• Port numbers where applicable and permitted by regulation.

5. PROVISION OF INFORMATION
NetCom Wireless shall provide consumers with accurate, accessible, and understandable information relating to:
• Services offered;
• Tariff rates and pricing;
• Terms and conditions;
• Payment policies;
• Billing procedures;
• Complaint handling procedures;
• Support contact details; and
• Applicable service limitations.

Information provided to customers shall not be misleading, deceptive, or false.
6. TARIFFS AND PRICING
NetCom Wireless shall publish and make available information regarding applicable tariffs, fees, charges, and terms and conditions for services provided.
Pricing information shall be made available:
• At company offices during business hours;
• Through customer support channels;
• On the company website where applicable; and
• To any consumer upon request.

No tariff plan or pricing information shall be marketed or advertised in a misleading manner.
7. CONTRACT TERMS AND CONDITIONS
All customer contracts shall:
• Use plain and understandable language;
• Clearly disclose material terms and conditions;
• Specify the nature and duration of the agreement;
• Clearly state cancellation and termination procedures;
• Clearly state any applicable penalties or charges;
• Provide reasonable notice of amendments to terms and conditions.

Customers shall receive copies of applicable agreements and terms and conditions upon conclusion of service agreements.
8. CUSTOMER CONFIDENTIALITY AND PRIVACY
NetCom Wireless shall protect the confidentiality of customer information in accordance with ICASA regulations, POPIA, and applicable South African law.
Customer information shall:
• Only be used for authorised business purposes;
• Not be disclosed unlawfully to third parties;
• Be protected against unauthorised access;
• Be processed lawfully and responsibly.

Customer information may only be disclosed:
• With customer consent;
• Where required by law;
• In compliance with court orders;
• For lawful debt collection purposes;
• For authorised auditing purposes.

9. BILLING, COLLECTION, AND CREDIT PRACTICES
NetCom Wireless shall maintain fair and transparent billing practices.
Customers shall receive:
• Clear invoices;
• Payment procedures;
• Billing explanations where required;
• Notification of applicable payment obligations.

Where credit assessments are conducted, customers shall be informed accordingly.
10. BILLING COMPLAINTS
Where a customer lodges a billing complaint:
• The complaint shall be investigated fairly and promptly;
• NetCom Wireless shall attempt to provide a determination within fourteen (14) working days;

• Services shall not be disconnected solely due to disputed amounts while investigations are pending;
• No unfair penalties or adverse collection procedures shall apply to disputed amounts during investigations;
• Customers shall be informed of investigation outcomes and final determinations.

11. MARKETING, ADVERTISING, AND SALES PRACTICES
NetCom Wireless shall ensure that all advertising and promotional material:
• Is accurate and not misleading;
• Complies with applicable legislation and advertising standards;
• Clearly discloses applicable limitations and conditions;
• Does not misrepresent service availability, performance, or pricing.

Employees and representatives may not:
• Use deceptive sales tactics;
• Make false promises;
• Conceal material service limitations;
• Engage in coercive marketing practices.

12. CUSTOMER SERVICE STANDARDS
Employees shall:
• Treat customers courteously and professionally;
• Respond to customer enquiries reasonably and promptly;
• Provide accurate and honest information;
• Escalate unresolved issues appropriately;
• Maintain professional conduct at all times.

13. COMPLAINTS HANDLING AND ESCALATION
NetCom Wireless shall maintain formal complaints handling procedures in accordance with ICASA requirements.
Customers may lodge complaints through:
• Telephone;
• Email;
• Customer support systems;
• Company offices.

All complaints shall:
• Be logged and tracked;
• Be investigated fairly;
• Receive feedback within reasonable timeframes;
• Be escalated where necessary.

Where complaints cannot be resolved internally, customers may escalate complaints to:
Independent Communications Authority of South Africa (ICASA)
Website: https://www.icasa.org.za
14. NON-DISCRIMINATION
NetCom Wireless shall not unfairly discriminate against consumers on the basis of:
• Race;
• Gender;
• Sex;
• Religion;
• Disability;
• Ethnic background;
• Age; or
• Sexual orientation.

15. NETWORK SECURITY AND ACCEPTABLE USE
Employees and contractors shall:
• Follow approved cybersecurity and network security procedures;
• Prevent unauthorised access to systems;
• Protect customer and company infrastructure;
• Report security incidents immediately;
• Follow approved operational and change management procedures.

The following conduct is prohibited:
• Password sharing;
• Circumvention of security controls;
• Installation of malicious or unauthorised software;
• Abuse of company systems or network infrastructure;
• Unlawful interception or monitoring.

16. ETHICS, FRAUD, AND CORRUPTION
Employees and representatives may not:
• Offer or accept bribes;
• Engage in fraudulent conduct;
• Manipulate quotations or procurement processes;
• Abuse company assets or systems;
• Commit theft or corruption.

Any suspected misconduct must be reported immediately to management.
17. HEALTH AND SAFETY
Employees and contractors must:
• Follow workplace safety procedures;
• Use required personal protective equipment (PPE);
• Comply with electrical and tower safety requirements;
• Report unsafe conditions immediately;
• Operate company vehicles responsibly.

No employee may work while under the influence of alcohol or illegal substances.
18. PUBLICATION OF THE CODE
In accordance with ICASA regulations, NetCom Wireless shall:
• Display an abridged version of this Code at its premises;
• Make this Code available on its website where applicable;
• Provide copies of the Code to consumers upon request.

19. LANGUAGE AVAILABILITY
This Code shall be made available in English and may be made available in additional official South African languages upon reasonable request where practical.
20. TRAINING AND AWARENESS
NetCom Wireless shall ensure that employees are familiar with the contents of this Code and applicable customer rights obligations.
Training may include:
• ICASA compliance;
• Customer service standards;
• POPIA compliance;
• Cybersecurity awareness;
• Complaints handling procedures;
• Health and safety obligations.

21. DISCIPLINARY ACTION
Failure to comply with this Code may result in:
• Verbal warnings;
• Written warnings;
• Final written warnings;
• Suspension;
• Termination of employment or contract;
• Civil or criminal proceedings where applicable.

Serious misconduct may result in immediate dismissal.
22. REVIEW OF THE CODE
This Code shall be reviewed:
• Annually;
• Following material legislative or regulatory changes;
• Following significant operational changes; or
• As