ICASA End-User Charter & Complaint Procedure

NetWize (Pty) Ltd (Reg 2024/000000/07) · Effective 2026-08-31

End-User Charter & Complaint Procedure — ICASA ECS Licence Condition 10

This charter complies with the ICASA Code of Conduct for ECNS/ECS licensees (Gazette 13/Mar/2009, as amended) and our ECS licence ICASA/ECS/xxxx.

1. Service Commitments

• SLA Target uptime: 99.5% per calendar month (excluding scheduled maintenance windows 02:00–05:00 SAST)
• Mean-Time-To-Respond (MTTR): < 1 business day for severity 1 (complete outage) faults lodged via support channels below.
• Planned maintenance: minimum 48 hours notice via email / WhatsApp.
• Minimum bandwidth: "Up-to" packages are best-effort; uncapped packages are subject to fair-use policy (FUP).

2. Provisioning

New installations scheduled within 7 business days of cleared payment, subject to coverage at your address.

3. Billing & Pricing

• Fixed-price for 12 months; 30-day written notice of any increase in terms (CPA s.14).
• Prorata for mid-month activations; invoices sent on the 1st, payable on or before the 7th.
• Late payment: suspension after 14 days; reconnection fee R250 (where applicable).

4. Complaint Procedure (4-tier escalation)

Tier 1 — Lodge a complaint

1. WhatsApp: 010 000 0000 (save contact, send "Hi")
2. Email: support@netwize.co.za with subject line: COMPLAINT: your account number
3. Customer portal: open a ticket with category Complaint.
4. Reference number provided in 24 hours.

Tier 2 — Internal escalation

If unresolved within 5 business days: request escalation to Duty Manager via your ticket reference.

Tier 3 — Dispute resolution

If still unresolved after 15 business days: written referral to ISPA (if we are a member) or directly to ICASA OAT (see below).

Tier 4 — Regulator

Independent Communications Authority of South Africa (ICASA) Office of the Administrator (OAT):
Tel: 010 003 3000 / Email: complaints@icasa.org.za / Online form at icasa.org.za

5. Credit / SLA Remedy

Credits for downtime exceeding 0.5% in any month are calculated automatically by POST /api/sla/credit-run on the 1st of the following month and appear on your invoice as a credit note.

6. Cancellation (CPA)

Month-to-month customers: 1 calendar month written notice (CPA s.14(2)). Annual contracts may be subject to reasonable cancellation penalty not exceeding the aggregate of 10% of the remaining balance.

Contact: support@netwize.co.za · Tel 010 000 0000 · 22 Internet Ave, Tech Park, South Africa