WTTX Communications Code of Conduct


1.1 Introduction

1.1.1 In order to provide electronic communications services to its subscribers, WTTX Communications (Pty) Ltd, in terms of WTTX Communications IECNS and IECS licences issued by the Independent Communications Authority of South Africa (ICASA).

 

1.2 Definitions

1.2.1 “Business Day” means any day other than a Saturday or Sunday or a public holiday observed as such in the Republic of South Africa.

1.2.2 “Business Hours” means 08h00–17h00 on Business Days.

1.2.3 “Customer” means a subscriber or potential subscriber of WTTX Communications (Pty) Ltd

 

1.3 Commitments

1.3.1 WTTX Communications (Pty) Ltd makes the following key commitments and will endeavour to:

1.3.1.1 Act in a fair, reasonable and responsible manner in all dealings with Customers;

1.3.1.2 Ensure that all its services and products meet the specifications as contained in WTTX Communications ’ licenses and all the relevant laws and regulations;

1.3.1.3 Not unfairly discriminate against or between Customers on the basis of race, gender, sex, age, religion, belief, disability, ethnic background or sexual orientation;

1.3.1.4 Display utmost courtesy and care when dealing with Customers;

1.3.1.5 Provide Customers with information regarding services and pricing;

1.3.1.6 Where requested to do, so provide Customers with guidance with regard to their service needs; and

1.3.1.7 Keep the personal information of Customers confidential unless WTTX Communications is:

1.3.2.1 In possession of written authorisation from the Customer to do so;

1.3.2.2 Otherwise authorised or required by any law or an order of Court;

1.4 Billing Disputes

1.4.1 “Billing Dispute” means an instance where a Customer states in good faith that their bill contains incorrect charges, payments or adjustments. Billing Disputes are a specific form of Complaint dealt with only in terms of the Billing Disputes Procedure set out herein.

1.4.2 “Billing Dispute Notice” means a formal, written notice submitted to WTTX Communications by the Customer in terms of this Procedure.

1.4.3 “Billing Disputes Procedure” mean the Billing Disputes Procedure set out herein for the initiation and resolution of Billing Disputes.

1.4.4 “Billing Inquiry” means the situation where the Customer seeks information or clarification relating to an invoice issued by WTTX Communications. including without limitation seeking clarification of charges or sources of usage. For the avoidance of doubt, a Billing Inquiry is not a Billing Dispute.

1.4.5 “Complaint” means a formal, written expression of dissatisfaction or grievance made by a Customer in terms of the General Complaints Procedure, but does not include a request for information or a Billing Dispute. Complaints are dealt with only in terms of the General Complaints Procedure set out herein.

1.4.6 “Customer” means a WTTX Communication subscriber or potential subscriber.

1.5 Consumer Rights

1.5.1 The ICASA Code of Conduct Regulations 2008 stipulate the following (non-exhaustive) list of consumer rights held by Consumers:

1.5.2 A right to be provided with the required service without unfair discrimination;

1.5.3 A right to choose the service provider of the Customer’s choice;

1.5.4 A right to receive information in the Customer’s preferred language (WTTX Communications will do its best to meet this request where reasonable);

1.5.5 A right to access and question records held by WTTX Communications which relate to the Customer’s relationship with WTTX Communications;

1.5.6 A right to the protection of the Customer’s personal data, including the right not to have personal data sold to third parties without the Customer’s express permission;

1.5.7 A right to port a number in terms of applicable regulations;

1.5.8 A right to lodge a complaint; and

1.5.9 A right to redress.

 

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