Service Charter

  1. Introduction and Purpose

This Service Charter sets out the minimum standards of service that NetCom Wireless (Pty) Ltd (“NetCom Wireless”, “we”, “us”, “our”) commits to deliver to our end-users and subscribers (“customers”, “you”, “your”).

We aim to provide high-quality electronic communications services that are reliable, transparent, fair, and responsive to your needs. This Service Charter is issued in accordance with the Independent Communications Authority of South Africa (ICASA) End-User and Subscriber Service Charter Regulations under the Electronic Communications Act, 2005 (Act No. 36 of 2005).

  1. Scope

This Service Charter applies to all customers of NetCom Wireless for all electronic communications services we provide, including but not limited to:

  • Voice services
  • Fixed broadband and wireless internet services
  • Value-added services
  • Customer support and related ancillary services
  1. Customer Rights

As a NetCom Wireless customer, you have the right to:

  • Receive services without unfair discrimination.
  • Receive clear, accurate and up-to-date information about our products and services.
  • Understand the price, billing structure, and terms of any service before subscribing.
  • Change or cancel your service in accordance with agreed terms and notice periods.
  • Lodge a complaint and receive a timely, fair, and effective resolution.
  • Access your personal account information and correct any inaccuracies.
  • Have your personal information protected in accordance with applicable privacy and data protection laws.
  • Receive reasonable notice of planned service outages or maintenance that may affect you.
  1. Service Standards

4.1 Network Availability and Performance

We will:

  • Strive to deliver network availability and performance consistent with industry standards for our service tiers.
  • Provide coverage maps and expected performance benchmarks where available.
  • Inform you of known limitations or restrictions in your area of service.

4.2 Fault Reporting and Resolution

You can report network service faults via:

We commit to:

  • Acknowledging fault reports within 2 working hours of receipt.
  • Investigating and resolving faults within 72 hours, where reasonably practicable.
  • Providing updates on the progress of resolution efforts.

4.3 Billing and Payments

We will:

  • Provide accurate and itemised billing statements.
  • Advise you of recurring charges and any changes to charges at least 30 days in advance.
  • Offer multiple secure payment channels (e.g., EFT, online payment, in-store card only payments).
  1. Information Disclosure

5.1 Pre-Contractual Information

Before you subscribe, we will ensure that you receive:

  • Clear descriptions of services and features.
  • Applicable rates, charges, and billing cycles.
  • Terms and conditions of service, including cancellation terms.

5.2 Changes to Terms

We will provide at least 30 days’ prior written notice of any changes to terms, rates, or service conditions that materially affect your account.

  1. Customer Support and Complaints Handling

6.1 Customer Support

Our customer care channels are available:

We commit to:

  • Answering calls promptly.
  • Responding to emails within 48 hours (excluding weekends and public holidays).
  • Providing multilingual support where reasonably practicable.

6.2 Complaints Handling Process

If you are dissatisfied with any aspect of our service:

  1. Submit a complaint via telephone, email, or online form.
  2. We will acknowledge receipt of your complaint within 2 working days.
  3. We will investigate and provide a response within 10 working days.
  4. If more time is required, we will inform you of the reason and expected timeframe.

If your complaint is not resolved to your satisfaction, you may escalate to:

  1. Privacy and Personal Information

We commit to:

  • Protecting your personal information in accordance with applicable law, including the Protection of Personal Information Act (POPIA).
  • Using personal data only for lawful service delivery, billing, network management, and service improvement.
  • Not disclosing your personal data to third parties except as required by law, contractual necessity, or with your consent.
  1. Service Disruptions and Outages

We will:

  • Publish planned maintenance schedules where possible.
  • Provide reasonable advance notice of significant service disruptions.
  • Work diligently to restore service during unplanned interruptions.
  1. Accessibility and Availability

This Service Charter is:

  1. Review and Updates

This Service Charter will be reviewed periodically to ensure continued compliance with regulatory requirements and customer expectations. Material changes will be communicated as provided in Section 5.

  1. Contact Information

NetCom Wireless (Pty) Ltd
Head Office: 19 All Saints Road, Bredasdorp, 7280
Customer Support: +27 87 550 1273 / support@netcomwireless.co.za
Website: www.netcomwireless.co.za

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