Code of Conduct
1. Key Commitments
WikiWorx 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 WikiWorx’s license 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.
- Respect the constitutional right to
freedom of speech and expression.
- 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 WikiWorx has failed to resolve the complaint
to the satisfaction of the customers.
2. Consumer rights
Your rights in terms of the services
that WikiWorx 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
and Service Charter in English as determined by WikiWorx.
- Access and question records and
information held by WikiWorx.
- The protection of your personal data,
which includes the right not to have your personal data sold to third parties.
- Lodge a complaint.
3. Minimum service standards offered by WikiWorx
- WikiWorx will endeavor to attain a 100%
success rate in meeting your request for a service.
- WikiWorx can be contacted either by
phone: 034 9808 279, fax: 086 515 4182 or email:
- office@ wikiworx.co.za for all customer queries, accounting and service
problems.
4. Consumer protection and provision of information to customers
WikiWorx provides the following
information on their web site:
- Registered name, email address, telephone
numbers and physical address.
- WikiWorx has a website that contains
their Code of Conduct, complaints and disciplinary procedure.
- WikiWorx has an Acceptable Use Policy (AUP)
for their Internet access services. This policy is made available to customers
prior to the commencement of any service agreement and at any time thereafter,
on request.
- In their dealings with consumers, other
businesses, WikiWorx acts fairly, reasonably, professionally and in good faith.
In particular, pricing information for services is clearly and accurately
conveyed to customers and potential customers.
- WikiWorx comply with all compulsory
advertising standards and regulations.
5. Standard terms and conditions
WikiWorx provides access to standard
terms and conditions on their web site. These terms and conditions are
available to any potential customer prior to the commencement of any contract.
Standard
terms and conditions contain:-
- All information and terms relevant to
the relationship with the recipient of the service
- A requirement that the customer will not
knowingly create, store or disseminate any illegal content
- A commitment to lawful conduct in the
use of the services, including copyright and intellectual property rights
- And an undertaking, not to send or
promote the sending of spam.
- Standard terms and conditions gives
WikiWorx the right to remove any content hosted by a customer which it
considers illegal or for which it has received a take-down notice.
- Standard terms and conditions WikiWorx
has the right to suspend or terminate the service of any customer, that does
not comply with the terms and conditions, Acceptable
Use Policy or any other contractual obligations.
6. Billing Complaints Handling Procedure
You are required to direct billing
complaints to office@wikiworx.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.
- Supporting information or documentation,
if any.
WikiWorx 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
endeavor 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 WikiWorx.
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.
7. Complaints handling, resolution and escalation procedure
All complaints other than billing
complaints must be submitted to WikiWorx and will be dealt with by WikiWorx 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 office@wikiworx.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.
WikiWorx will acknowledge receipt of
your complaint within 3 (three) working days of receipt thereof.
WikiWorx will formally resolve your
complaint in writing within 7 (seven) working days of receipt thereof, or
within a 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 WikiWorx.
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.
8. Unsolicited communications (“spam”)
WikiWorx does not send or promote the
sending of unsolicited bulk email and does take reasonable measures to ensure
that their networks are not used by others for this purpose. WikiWorx does also
comply with the provisions of section 45(1) of the ECT Act, and does not send
or promote the sending of unsolicited commercial communications, that do not
comply with the provisions of section 45(1) of the ECT Act.
WikiWorx provides a facility for dealing
with complaints regarding unsolicited bulk email and unsolicited commercial
communications that do not comply with the provisions of section 45(1) of the
ECT Act originating from their networks and does react expeditiously to
complaints received.
9. Cyber crime
WikiWorx takes all reasonable measures
to prevent un-authorized access to, interception of, or interference with any
data on their network and under their control.
10. Protection of minors
- WikiWorx takes reasonable steps to
ensure that they do not offer paid content subscription services to minors
without written permission from a parent or guardian. - WikiWorx provides Internet access
customers with information about procedures and software applications which can
be used to assist in the control and monitoring of minors’ access to Internet
content. This requirement does not apply to corporate customers where no minors
have Internet access. - Where a minor to use any of the WikiWorx`s
services or access its websites, the parent/legal guardian of the minor are
fully responsible for: the minor’s online conduct; controlling the minor’s
access to and use of any services or websites. The consequences of any misuse
by the minor, including but not limited to transactions entered into by the
minor using such access, is the full responsibility of the parent/legal
guardian. - (Please refer to our Acceptable Use Policy – “Protection of minors”)
11. Lawful conduct
- WikiWorx conduct themselves lawfully at
all times and co-operate with law enforcement authorities where there is a
legal obligation to do so. - WikiWorx respects intellectual property
rights and not knowingly infringe such rights. - WikiWorx uphold and abide by this Code
of Conduct and adhere to the associated complaints and disciplinary procedures.
12. Unlawful content and activity
- There is no general obligation on WikiWorx
to monitor services provided to customers, but WikiWorx is obliged to take appropriate
action where it becomes aware of any unlawful content or conduct. - WikiWorx does not knowingly host or
provide links to unlawful content. - If WikiWorx becomes aware of conduct or
content which has been determined to be illegal, it will suspend or terminate
the relevant customer’s service and report the conduct or content to the
relevant law enforcement authority.
13. Compliance with the Code of Conduct
- WikiWorx will investigate complaints
made in accordance with this Code of Conduct, unless such complaints are
frivolous, unreasonable, vexatious or in bad faith. - WikiWorx will make all reasonable
efforts to resolve complaints in accordance with the complaints procedure.
14. Provision of Information
Information regarding the broad range of
services, products and packages on offer, the tariff rates, charges and fees
applicable to WikiWorx ‘s services, products and packages as well as the terms
and conditions applicable to WikiWorx services, products and packages, WikiWorx
privacy and confidentiality policy WikiWorx payment policy and relevant contact
details are available:
- On our homepage at www. wikiworx.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 - We will provide you with an itemized
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 WikiWorx 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.
WikiWorx is entitled to perform a
financial means test each time when you apply for a service/ product and
package.