Sevenstone Investments 108 subscribes to this Code of Conduct which prescribes the minimum standard of conduct that Sevenstone Investments 108 endeavours to follow in rendering services to its customers.

The Code of Conduct in accordance with the guidelines as well as the minimum standards for subscriber charters prescribed by the Independent Communications Authority of South Africa (the Authority) in Notice 1740 of 2007 published in Government Gazette No 30553 dated 7 December 2007 and in Notice 272 of 2008 published in Government Gazette No 30792 dated 25 February 2008, respectively.

1. Key Commitments

Sevenstone Investments 108 will:

act in a fair, reasonable and responsible manner in all its dealings with its customers and potential customers;

ensure that all products and services meet the specifications contained in Sevenstone Investments 108’s licenses and in all relevant laws and regulations;

not unfairly discriminate against or between its customers and potential customers on the basis of race, gender, sex, age, religion, belief, disability, ethnic background or sexual orientation;

display utmost courtesy and care when dealing with its customers;

provide its customers and potential customers with information regarding services and pricing;

upon request provide its customers and potential customers with guidance in regard to their customer needs;

keep its customers’ personal information confidential; and

advise its customers to refer a complaint to the Authority, where Sevenstone Investments 108 has failed to resolve the complaint to the satisfaction of the customers.

2. Consumer Rights

Your rights in terms of the services that Sevenstone Investments 108 provides include (without limitation) the right to:

be provided with the required service without unfair discrimination;

choose the service provider of your choice;

receive a copy of this Code of Conduct in English;

access and question records and information held by Sevenstone Investments 108;

the protection of your personal data, which includes the right not to have your personal data sold to third parties;

lodge a complaint.

3. Provision of Information

Information regarding the range of services, products and packages on offer, the rates and fees applicable to Sevenstone Investments 108’s services, products and packages as well as the terms and conditions applicable to Sevenstone Investments 108’s services, products and packages, Sevenstone Investments 108’s privacy and confidentiality, Sevenstone Investments 108’s payment policy and relevant contact details are available:

on our homepage at www.ntelecom.co.za/ ;

on the application forms required to be completed in order to receive a service;

our billing and complaints handling procedures are contained in this Code; and

We will provide you with an itemised bill or invoice on request.

Your application for a service or product may be subject to a credit referencing or risk assessment process. This means that Sevenstone Investments 108 may request and receive your Confidential Information, Consumer Credit Information and Prescribed Information (as defined in the National Credit Act, 2005) (Assessment Information) from registered credit bureaus in order to perform a financial means test, in order to determine whether you will be in a position to meet your obligations under the intended agreement.

Sevenstone Investments 108 is entitled to perform a financial means test each time when you apply for a service/ product and package.

4. Minimum service standards offered by Sevenstone Investments 108

Sevenstone Investments 108 will endeavour to attain a 100% success rate in meeting your request for a service.

Sevenstone Investments 108 can be contacted either by phone 051 412 6300 or email sales@ntelecom.co.za for all customer queries, accounting and service problems.

5. Billing Complaints Handling Procedure

You are required to direct a billing complaints to creditors@ntelecom.co.za. The complaint is required to be accompanied by the following;

a copy of the bill concerned or the particulars thereof, e.g. the account number;

the reason for the dispute;

the amount in dispute; and

Supporting information or documentation, if any.

Sevenstone Investments 108 will reach a determination regarding the billing complaint and communicate its decision to you within fourteen (14) working days of receipt of your complaint, however , we will endeavour to resolve 90% of billing complaints within four (4) working days.

You may approach the Authority for resolution of the dispute, should you not be satisfied with the outcome of the dispute as determined by Sevenstone Investments 108.

The dispute will be referred to the Complaints and Compliance Committee of the Authority in terms of section 17 (H) of the ICASA Act in the event that the dispute is not resolved by the Authority itself as contemplated.

6. Complaints handling, resolution and escalation procedure

All complaints other than billing complaints must be submitted to Sevenstone Investments 108 and will be dealt with by Sevenstone Investments 108 in accordance with the provisions of this clause 6.

You are required to afford us an opportunity to resolve a compliant before you approach the Authority.

You are required to direct your complaint to sales@ntelecom.co.za. Your complaint should include the following:
your name and surname;
your account number;
the date on which the complaint arose; and
a brief description of what gave rise to the complaint.

Sevenstone Investments 108 will acknowledge receipt of your complaint within 3 (three) working days of receipt thereof.

Sevenstone Investments 108 will formally resolve your complaint in writing within 7 (seven) working days of receipt thereof, or within such longer period as we may agree to under circumstances where the resolution of the complaint is for example (but without limitation) in the hands of a supplier or third party service provider.

You may approach the Authority for resolution of the dispute, should you not be satisfied with the outcome of the dispute as determined by Sevenstone Investments 108.

The dispute will be referred to the Complaints and Compliance Committee of the Authority in terms of section 17 (H) of the ICASA Act in the event that the dispute is not resolved by the Authority itself as contemplated in clause 6.5.

7. Take Down Notice (ISPA)

In terms of section 75 of the Electronic Communications and Transactions Act (“the Act”) (Sevenstone Investments 108) has designated the Internet Service Providers’ Association (ISPA) as an agent to receive notifications of infringements as defined in Section 77 of the Act.

 

Internet Service Providers’ Association (ISPA)

Address: PO Box 518

Noordwyk

1687

Telephone: 010 500 1200

Email: takedown@ispa.org.za