BreedeNet (Pty) Ltd. is an Internet Service Provider (ISP) that subscribes to a Code of Conduct that underscores our commitment to providing the highest standard of service and support to our customers. This Code reflects our commitment to our customers to safeguard their rights and address their concerns.
1. CORE COMMITMENTS
We promise to:
1.1 Act in a fair, reasonable and responsible manner in all dealings with customers;
1.2 Ensure that all our services and products meet the specifications contained in our licences and all relevant laws and regulations;
1.3 Not unfairly discriminate against or between consumers on the basis of race, gender, sex, age, religion, belief, disability, ethnic background or sexual orientation;
1.4 Display utmost courtesy and care when dealing with consumers;
1.5 Provide consumers with information regarding services and pricing;
1.6 Where requested, to provide consumers with guidance with regards to their consumer needs;
1.7 Keep consumers personal information confidential; and
1.8 Advise consumers of their right to refer complaints to the Independent Communications Authority of South Africa (ICASA) ((currently: consumer@ICASA.org.za))
2. CONSUMER RIGHTS
We acknowledge that the consumer has:
2.1 The right to be provided with the required service without unfair discrimination;
2.2 The right to choose the service provider of your choice;
2.3 The right to receive information in your preferred language;
2.4 The right to access and question records and information held by the service provider;
2.5 The right to the protection of the consumer’s personal data, including the right not to have personal data sold to third parties without the permission of the consumer;
2.6 The right to port a number in terms of applicable regulations;
2.7 The right to lodge a complaint; and
2.8 The right to redress.
We promise that no consumer information will be released to any third party except where:
2.9 BreedeNet has written permission from the consumer to do so;
2.10 BreedeNet is directed to do so by an order of court;
2.11 BreedeNet is briefing an accredited debt collection agency/attorney during the debt collection process;
2.12 BreedeNet is briefing its auditors for the purpose of auditing the licensee’s financial affairs; or
2.13 Such release is required or permitted by an applicable law.
3. CREDIT CONTROL
3.1 Customers are required to sign an indefinite agreement (that is a debit order with terms and conditions) and furnish BreedeNet with RICA documents before the commencement of any BreedeNet services.
3.2 Customers may be checked for credit-worthiness.
3.3 Customers are required to pay for equipment and labour costs before any work is performed or services rendered by BreedeNet.
4. THE BILLING PROCESS
4.1 The billing process impacts on six (6) categories of consumers. The categories are:
(i) Wireless business consumers;
(ii) Wireless budget consumers;
(iii) Wireless uncapped consumers;
(iv) VoIP consumers;
(v) Domain consumers;
(vi) Rental consumers;
(vii) ADSL consumers;
(viii) Dial-up consumers;
(ix) Inter-branch VPN consumers.
4.2 Business, budget, uncapped, domain, rental, ADSL, dial-up and inter-branch consumers are invoiced monthly in advance on or about the 20th day of the preceding month. These invoices are payable by debit order on the first (1st) or seventh (7th) or fifteenth (15th) of each month. Consumers, who pay by means other than by debit order, must do so on or before the seventh (7th) day of each month.
4.3 VoIP consumers are invoiced concurrently in arrears for VoIP usage of the previous month and in advance for VoIP line rental. The consumers are invoiced on the first (1st) day of every month. These invoices are payable by debit order on the first (1st) or seventh (7th) or fifteenth (15th) of each month.
5. BILLING COMPLAINTS
When the customer lodges a billing complaint, the following general principles will apply:
5.1 The consumer’s service will not be disconnected while the investigation of the disputed portion of the bill is still pending;
5.2 Determination of the billing complaint will be done within 14 days and communicated to the customer;
5.3 The customer’s service will not be disconnected until the customer has been notified about the results of the investigation and the final decision on the complaint.
5.4 No adverse collection proceedings, late charges or penalties will be levelled against the customer while the investigation of a disputed bill is still pending;
5.5 The consumer will not be required to pay the disputed bill in full pending the investigation of the complaint;
5.6 The consumer will be informed in advance about the time for payment and the possibility of disconnections in the case of non-payment within that period, before the consumer’s services will be disconnected.
6. COMPLAINTS POLICY AND PROCEDURE
6.1 We aim to ensure that:
6.1.1 making a complaint (which we regard as “a clear expression of dissatisfaction that requires a formal response”) is as easy as possible;
6.1.2 we deal with it promptly, politely and confidentially (when appropriate);
6.1.3 we learn from complaints and use them to improve our service;
6.1.4 all informal concerns are resolved informally and speedily;
6.2 The formal complaints procedure is intended to ensure that all complaints are dealt with fairly, consistently and whenever reasonably possible to the complainant’s satisfaction.
6.3 Complainant’s responsibility
6.3.1 Bring the complaint in writing to BreedeNet’s attention within fourteen (14) days from the issue arising;
6.3.2 Raise the complaint directly with the Office Manager of BreedeNet;
6.3.3 Explain the problem in sufficient detail;
6.3.4 Allow BreedeNet fourteen (14) days to deal with the matter.
6.4 BreedeNet’s responsibility
6.4.1 To acknowledge receipt of the complaints in writing;
6.4.2 To respond to the complaint within fourteen (14) days;
6.4.3 To deal with the complaint;
6.4.4 To take action where appropriate.
6.5 If the complaint involved the Office Manager, the complaint should be addressed to the Managing Member of BreedeNet.
6.6 If you are not satisfies with the outcome/response to your complaint, you have the right to refer the complaint to ICASA (see further 1.8 of this Code).
The following services are available to customers :